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 364766 results
-
Decision Reference DRN-4890265
27 Feb 2025 First Merchant Processing (Ireland) Limited UpheldBanking and PaymentsDRN-4890265 The complaint A company, which I'll refer to as C, complains that, due to a failure in the service provided by First Merchant Processing (Ireland) Limited (trading as AIB Merchant Services (AIBMS)), it wasn’t able to take payments from its customers online through one o... (4 pages)View decision -
Decision Reference DRN-4525619
27 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsThe complaint and what happened Mr V complains that Wise Payments Limited (“Wise”) won’t refund money he lost when he fell victim to a scam. He made three payments – a card payment and two transfers – in July and August 2023 to what he thought was an investment opportunity, but it turned o... (2 pages)View decision -
Decision Reference DRN-5320901
27 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5320901 The complaint Mr S complains about the service he received from Santander Bank Plc (“Santander”) when its automated systems flagged transactions for security checks. In particular, he is unhappy Santander didn’t have the staff available at branch to assist him with the secur... (4 pages)View decision -
Decision Reference DRN-5301634
27 Feb 2025 Vitality Health Limited Not upheldInsuranceDRN-5301634 The complaint Mr A complains about how Vitality Health Limited handled a claim under his private health insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons ... (2 pages)View decision -
Decision Reference DRN-4638288
27 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4638288 The complaint Mr S complains about a decision taken by Bank of Scotland plc trading as Halifax (Halifax) to not raise a chargeback claim on his behalf. What happened In May 2023 Mr S made a purchase for a service using his Halifax Mastercard credit card. In September 2023 M... (3 pages)View decision -
Decision Reference DRN-5303781
27 Feb 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5303781 The complaint Mr W complains that Volvo Car Finance Services UK Limited (Volvo) wouldn’t cover repairs caused by a tyre blowout either under warranty or under the maintenance plan in his finance agreement. He would like his costs refunded. What happened The details of this ... (2 pages)View decision -
Decision Reference DRN-5359848
27 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5359848 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the 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-5345593
27 Feb 2025 Topaz Finance Limited Not upheldMortgagesDRN-5345593 The complaint Mr and Mrs S complain about Topaz Finance Limited trading as Heliodor Mortgages: They were mis-sold additional secured borrowing. The mortgage was temporarily switched to interest only in 2008 but it was never switched back to repayment. The interest rate... (3 pages)View decision -
Decision Reference DRN-5359846
27 Feb 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5359846 The complaint Mrs M complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under her pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes responsibi... (3 pages)View decision -
Decision Reference DRN-5302351
27 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5302351 The complaint Miss J complains about how U K Insurance Limited (UKI) handled a claim under her motor insurance policy, including a lack of contact and being asked for evidence on several occasions. References to UKI in this decision include their agents. What happened In M... (3 pages)View decision
