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-4584577
29 Feb 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-4584577 The complaint Mr R complains that a car acquired with finance from Startline Motor Finance Limited (“SMF”) wasn’t of satisfactory quality. What happened In November 2022 Mr R was supplied with a car and entered into a hire purchase agreement with SMF. At the point of supply the... (3 pages)View decision -
Decision Reference DRN-4604128
29 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4604128 The complaint Mrs A complains Santander UK Plc didn’t do enough to protect her when she fell victim to a scam. What happened Mrs A had a current account and a credit card with Santander – she’s closed her accounts following what happened – and accounts elsewhere with another bu... (5 pages)View decision -
Decision Reference DRN-4594193
29 Feb 2024 EUI Limited Not upheldInsuranceDRN-4594193 The complaint Miss D complains that EUI Limited set up her home contents insurance policy to auto-renew without informing her. What happened Miss D took out home contents insurance, administered by EUI. The background to this complaint is well-known to both parties. So I’ve set... (2 pages)View decision -
Decision Reference DRN-4650865
29 Feb 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4650865 The complaint Mr M complains about two fixed sum loan agreements and an airtime contract, taken out in his name with Telefonica UK Limited trading as O2. What happened In August 2022, Telefonica approved an application for two fixed sum loan agreements and an airtime contract, ... (4 pages)View decision -
Decision Reference DRN-4417788
29 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4417788 The complaint Mrs C complains that Barclays Bank UK PLC (Barclays) is refusing to refund her the amount she lost as the result of a scam. Mrs C is being represented by a third party. To keep things simple, I will refer to Mrs C throughout my decision. What happened The backgrou... (2 pages)View decision -
Decision Reference DRN-4651229
29 Feb 2024 Arch Insurance (UK) Limited Not upheldInsuranceDRN-4651229 The complaint Mr and Mrs H have complained that Arch Insurance (UK) Limited (‘Arch’) has unfairly declined their claim. What happened Mr and Mrs H bought an annual multi trip travel insurance policy in 2023, underwritten by Arch. Shortly before the departure date for a trip, M... (3 pages)View decision -
Decision Reference DRN-4506278
29 Feb 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4506278 The complaint Mr B complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of t... (3 pages)View decision -
Decision Reference DRN-4621570
29 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4621570 The complaint Mr H has complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) unfairly declined a claim under a home contents policy. What happened Mr H made a claim for damage to his laptop. Admiral inspected the laptop and declined the claim. It said there wasn’t e... (2 pages)View decision -
Decision Reference DRN-4653321
29 Feb 2024 Intelligent Money Ltd UpheldPensions and AnnuitiesDRN-4653321 The complaint Mr S says that his pension monies were transferred and invested into an Intelligent Money Ltd (‘IM’) Self-Invested Personal Pension (‘SIPP’). Mr S says that he’s been told that the investments he made are worthless. Mr S complains that IM didn’t use due diligence ... (91 pages)View decision -
Decision Reference DRN-4319932
29 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4319932 The complaint Mr S complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost, he says, as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr S te... (3 pages)View decision
