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 364421 results
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Decision Reference DRN-5353966
18 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5353966 The complaint Mr and Mrs O complain that Starling Bank Limited (‘Starling’) won’t reimburse the money they paid to a builder. What happened Mr and Mrs O say that they looked on reputable sites to find a builder to complete an extension at their property. An individual I wil... (3 pages)View decision -
Decision Reference DRN-5396970
18 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5396970 The complaint Mr C and Ms W complain about Santander UK plc’s treatment of them following their request for a new interest rate product and a term extension on their mortgage. They say its communication was unclear and confusing, and as a result their mortgage is on a higher... (4 pages)View decision -
Decision Reference DRN-4250439
18 Mar 2025 ReAssure Limited Not upheldInsuranceDRN-4250439 The complaint The trustees of the E trust, represented by Mr E, complain about how ReAssure Limited have administered a reviewable whole of life (RWOL) policy they hold. They’re unhappy with the outcome of the 2020 policy review which said that the premiums would have to sig... (11 pages)View decision -
Decision Reference DRN-5339210
18 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5339210 The complaint Mr W complains about the amount offered to him by Admiral Insurance (Gibraltar) Limited (“Admiral”) under his van insurance policy after his van was written off. What happened Mr W had a motor insurance policy with Admiral covering his van. He was involved in a... (3 pages)View decision -
Decision Reference DRN-4954741
18 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4954741 The complaint Mr L is unhappy that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited trading as Mercedez-Benz Finance (‘MBFS’) was of an unsatisfactory quality. What happened In January 2024, Mr L was supplied with a use... (5 pages)View decision -
Decision Reference DRN-4836325
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4836325 The complaint Ms B complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she says was lost as the result of a scam. What happened In April 2020, Ms B made two investment payments of £10,000 to R. R was a company offering fixed rate bonds. Ms B’s investment was a f... (3 pages)View decision -
Decision Reference DRN-5244972
18 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5244972 The complaint Mr K is unhappy that Santander UK Plc won’t refund payments he made as a result of a scam. What happened Mr K was a victim of an investment scam involving the following payments from his account: Date Description Amount 26 December 2021 Card Payment to ‘Cro’ £3... (2 pages)View decision -
Decision Reference DRN-5354341
18 Mar 2025 Soteria Insurance Limited UpheldInsuranceDRN-5354341 The complaint Mr H complains that Soteria Insurance Limited trading as Co-Op Insurance has unfairly handled his claim made for subsidence damage to his property. What happened Mr H made a claim for subsidence damage to his property in 2019 and there has been concerns raised ... (5 pages)View decision -
Decision Reference DRN-5401583
18 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5401583 The complaint T- a limited company, complains about the decline of their commercial property insurance claim by AXA Insurance UK Plc (‘AXA’). As AXA are responsible for the actions of their appointed agents, any reference to AXA in my decision should also be interpreted as c... (5 pages)View decision -
Decision Reference DRN-5226837
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5226837 The complaint Miss W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost as the result of a scam. What happened In 2018, Miss W was told about an investment opportunity by a long-term friend. I’ll refer to the friend as L. The investment involved Miss W... (5 pages)View decision
