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 351935 results
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Decision Reference DRN-4829110
14 Nov 2024 Sky UK Limited UpheldConsumer CreditDRN-4829110 The complaint Miss B has complained about the way Sky UK Limited dealt with a claim she’d made in relation to a faulty laptop she’d bought using a fixed sum loan agreement she had with it. What happened On 1 June 2023 Miss B bought a laptop using a fixed sum loan agreement ... (3 pages)View decision -
Decision Reference DRN-5146621
14 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5146621 The complaint Ms T complains that National Westminster Bank Plc (NatWest) transferred money from her savings account to a joint account she had had with a former partner instead of to her sole current account. As a result the former partner has taken the money and she is una... (3 pages)View decision -
Decision Reference DRN-4567407
14 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4567407 The complaint Mrs M complains Santander UK Plc unfairly closed two bank accounts soon after they were opened. Mrs M adds Santander’s actions were discriminatory and based on her nationality and her previous country of residence. What happened The details of this complaint a... (4 pages)View decision -
Decision Reference DRN-5091450
14 Nov 2024 QIC Europe Ltd Not upheldInsuranceDRN-5091450 The complaint Mrs L has complained about the way QIC Europe Ltd (‘QIC’) dealt with a claim she made on the insurance policy she has for her horse, D. What happened Mrs L made a claim on her policy after D needed some treatment by a vet for gastric ulcers and lameness. The t... (3 pages)View decision -
Decision Reference DRN-4935403
14 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4935403 The complaint Mr S says Admiral Insurance (Gibraltar) Limited wrongly increased the premium for his motor insurance policy due to not getting data from his car’s telematics recording device. What happened Mr S bought the policy on 29 December 2023. The ’Welcome’ letter he g... (2 pages)View decision -
Decision Reference DRN-4839021
14 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4839021 Complaint Mr P is unhappy that Santander UK Plc didn’t reimburse him after he told it he’d fallen victim to a scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in detail here. Instead, I’ll summarise the key facts. Mr ... (3 pages)View decision -
Decision Reference DRN-4822007
14 Nov 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-4822007 The complaint Miss J complains about the way Lendable Ltd trading as Zable dealt with a chargeback claim she made. What happened Miss J has explained that in August 2023 she broke down after misfuelling her car whilst attending a festival. Miss J says she thought she had br... (3 pages)View decision -
Decision Reference DRN-4819878
14 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4819878 The complaint Mr V complains that Creation Consumer Finance Ltd didn’t act fairly in response to his claim under Section 75 of the Consumer Credit Act 1974. What happened Mr V entered into a credit agreement with Creation in April 2022 to finance the installation of two bay ... (3 pages)View decision -
Decision Reference DRN-5146751
14 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5146751 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase his credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (4 pages)View decision -
Decision Reference DRN-5094895
14 Nov 2024 AIG Life Limited Not upheldInsuranceDRN-5094895 The complaint Mr M complains that AIG Life Limited hasn’t paid a claim for terminal illness benefit he made on a term assurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ... (4 pages)View decision
