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 369228 results
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Decision Reference DRN-5219887
14 Jan 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5219887 The complaint Mr P complains that the credit limit on his British Airways American Express Credit Card provided by American Express Services Europe Limited (“AESEL”) was reduced when he applied for a business credit card. What happened On 16 April 2024 Mr P applied for a Bri... (2 pages)View decision -
Decision Reference DRN-5243418
14 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5243418 The complaint The estate of Mrs H (“the estate”) is unhappy that Barclays kept a large sum of money owned by the estate in a non-interest-bearing account. This complaint is brought to this service by the sons of Mrs H, in their roles as the executors of their late mother’s e... (3 pages)View decision -
Decision Reference DRN-5213662
14 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5213662 The complaint Mr D complains that funds transferred between his accounts with Barclays Bank UK PLC trading as Barclaycard took two days to reflect, causing him issues with paying for a flight and financial loss. What happened On 31 August 2024 Mr D made a transfer of £2,302.... (2 pages)View decision -
Decision Reference DRN-5256147
14 Jan 2025 St Andrew's Insurance plc Not upheldInsuranceDRN-5256147 The complaint Mrs T has complained about St Andrew's Insurance Plc trading as Halifax. She isn’t happy about the way it dealt with a claim under her home insurance policy. For ease of reading any reference to St Andrew’s includes its agents. What happened I looked at th... (3 pages)View decision -
Decision Reference DRN-5225169
14 Jan 2025 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5225169 The complaint Mr C complains that Dignity Funerals Limited won’t provide a refund of his pre-paid funeral plan that was transferred to Dignity from another provider. What happened Mr C took out a funeral plan in 2020 with a company I’ll call “E”. The plan cost around £3,100... (2 pages)View decision -
Decision Reference DRN-5225168
14 Jan 2025 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5225168 The complaint Mrs C complains that Dignity Funerals Limited won’t provide a refund of her pre-paid funeral plan that was transferred to Dignity from another provider. What happened Mrs C took out a funeral plan in 2020 with a company I’ll call “E”. The plan cost around £3,2... (2 pages)View decision -
Decision Reference DRN-5222208
14 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5222208 The complaint Mr M complained because Santander UK Plc refused to refund him for transactions he said he hadn’t authorised. What happened On 1 November 2024, Mr M rang Santander. There were three transactions on his current account to a gambling firm, totalling £800. Mr M ... (4 pages)View decision -
Decision Reference DRN-5193881
14 Jan 2025 Western Provident Association Limited UpheldInsuranceDRN-5193881 The complaint Mr S complains that Western Provident Association Limited (“WPA”) hasn’t accepted a claim under his private health insurance policy. What happened Mr S has held a private health insurance policy since 12 March 2022, provided by WPA. The policy was underwritten... (4 pages)View decision -
Decision Reference DRN-5202703
14 Jan 2025 BISL Limited Not upheldInsuranceDRN-5202703 The complaint Mr E complains about the way BISL Limited dealt with an issue he raised when a claim he wasn’t involved in was logged against his insurance record. Mr E’s insurance policy is underwritten by another company, but the policy was arranged and administered by BISL... (2 pages)View decision -
Decision Reference DRN-5186241
14 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5186241 The complaint Miss J complains that Domestic & General Insurance Plc (D&G) didn’t accept her fridge freezer insurance claim. My references to D&G include its agents. What happened Miss J has an insurance policy for her fridge freezer. D&G is the insurer. The... (5 pages)View decision
