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 360982 results
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Decision Reference DRN-5230825
31 Dec 2024 London General Insurance Company Limited UpheldInsuranceDRN-5230825 The complaint Mr J complains that London General Insurance Company Limited (“LGI”) declined a claim under his car warranty insurance policy. What happened Mr J had a warranty insurance policy with LGI covering his car. I’ll mention that the car was used by a family member, b... (2 pages)View decision -
Decision Reference DRN-5142124
31 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5142124 The complaint Mr W complains that U K Insurance Limited (UKI), has failed to provide him with all the information he feels is reasonable to expect with his motor insurance renewal invite. He believes it has failed to explain or justify a significant increase in his premium w... (5 pages)View decision -
Decision Reference DRN-5072147
31 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5072147 The complaint Mr M complains that Revolut Ltd won’t refund the money he lost when he fell victim to an impersonation scam. What happened In January 2024, Mr M received a phone call. The caller told Mr M his account with an online retailer was being used fraudulently. Mr M ex... (4 pages)View decision -
Decision Reference DRN-5075493
31 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5075493 The complaint Mrs M is unhappy that Santander UK Plc didn’t refund payments she sent as part of a scam. Mrs M has made her complaint through professional representatives, but for ease I’ve referred only to Mrs M in this decision. What happened The background to the complaint... (5 pages)View decision -
Decision Reference DRN-5235513
31 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5235513 The complaint Mr S complains about the service he received while on the phone with Bank of Scotland plc trading as Halifax. What happened Mr S called Halifax in October 2023, as he had questions about his credit card account. Over the course of the day, Mr S spoke with six a... (3 pages)View decision -
Decision Reference DRN-4912916
31 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4912916 The complaint Mr S complains about the service he received while on the phone with Bank of Scotland plc trading as Halifax. What happened Mr S called Halifax in October 2023, as he had questions about his credit card account. Over the course of the day, Mr S spoke with six ... (3 pages)View decision -
Decision Reference DRN-4602966
31 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4602966 The complaint Mr T complains Barclays Bank UK PLC failed to deal with his request for information in a timely manner. What happened In June 2023, following a chargeback claim on his debit card, Mr T submitted a Data Subject Access Request (DSAR) to Barclays. This was becaus... (2 pages)View decision -
Decision Reference DRN-4963416
31 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-4963416 The complaint Miss C has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment she paid for with credit it provided. What happened In October 2023 Miss C entered into a two-year fixed sum loan agreement ... (5 pages)View decision -
Decision Reference DRN-4989620
31 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-4989620 The complaint Mr D complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this is... (7 pages)View decision -
Decision Reference DRN-5169167
31 Dec 2024 Barclays Bank UK PLC Not upheldInsuranceDRN-5169167 The complaint Mrs B is complains that Barclays Bank UK Plc mis-sold her an income protection policy. Mrs B has brought her complaint through a third-party representative, however for simplicity, I’ll refer to submissions as being made by Mrs B personally. What happened Mrs B... (3 pages)View decision
