We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 360264 results
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Decision Reference DRN-4744850
16 Apr 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4744850 The complaint Mrs A complains that Lloyds Bank Plc haven’t treated her fairly after her claim to it regarding roofing works. What happened Mrs A had some roofing work done which she felt was substandard. She complained to the roofing company (hereon ‘the Roof... (3 pages)View decision -
Decision Reference DRN-4548722
16 Apr 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4548722 The complaint Ms M complains that Marks & Spencer Financial Services Plc (“M&S”) prevented a transaction on her credit card account and blocked her card. What happened Ms M attempted to make a transaction on her credit card while abroad, and received a text message from... (3 pages)View decision -
Decision Reference DRN-4716914
16 Apr 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-4716914 The complaint Miss G’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which C&G declined. Miss G is unhappy with C&G’s decision to decline her claim, the time it took them to do so and t... (2 pages)View decision -
Decision Reference DRN-4744609
16 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4744609 The complaint Mr L, a sole trader, is unhappy because he feels that Barclays Bank UK PLC delayed his receipt of a Bounce Back Loan (“BBL”). What happened Mr L applied to Barclays for a BBL in December 2020. Barclays responded to Mr L and explained that they needed him to confir... (5 pages)View decision -
Decision Reference DRN-4744556
16 Apr 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4744556 The complaint This complaint is about a mortgage Mr O and Ms P hold with Barclays Bank UK PLC. Mr O and Ms P are unhappy that Barclays promised them a certain interest rate when their existing deal expired, but then applied a higher rate. It’s a joint mortgage, and both borrowe... (4 pages)View decision -
Decision Reference DRN-4719361
16 Apr 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4719361 The complaint Mrs C complains about the way that Chaucer Insurance Company Designated Activity Company has settled a cancellation claim she made on a travel insurance policy. What happened Mrs C was due to travel abroad in June 2022. Unfortunately, she became unwell and wasn’t ... (4 pages)View decision -
Decision Reference DRN-4549915
16 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4549915 The complaint Miss S complains that esure Insurance Limited (“esure”) cancelled her motor insurance policy. Esure is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of its agent. As esure has accepte... (3 pages)View decision -
Decision Reference DRN-4728017
16 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4728017 The complaint Miss B complains that Santander UK Plc told her incorrect information regarding payments she attempted to make. Miss B is represented by her father in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being ... (4 pages)View decision -
Decision Reference DRN-4660657
16 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4660657 The complaint Ms D has complained that Advantage Insurance Company Limited unreasonably and unfairly declined to pay her theft claim of her car under her motor policy. Ms D is represented by an independent loss adjuster who I shall call Mr C. What happened Ms D’s car was stole... (6 pages)View decision -
Decision Reference DRN-4743525
16 Apr 2024 Santander UK Plc UpheldMortgagesDRN-4743525 The complaint Mrs H complains that Santander UK Plc sold her an interest only mortgage when she did not have the means to repay it at the end of the term. She also complains that it has treated her unfairly by refusing to extend the term of the mortgage by five years. What happ... (3 pages)View decision
