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
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Decision Reference DRN-5172211
13 Feb 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5172211 The complaint Mr B complains about the way Starling Bank Limited handled a refund claim which he made and about its interactions with him when he raised that complaint. What happened Mr B bought an item from a well-known retailer and paid for it using his Starling payment ca... (2 pages)View decision -
Decision Reference DRN-5330605
13 Feb 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5330605 The complaint Mr and Mrs K have complained about the handling of a claim under their after the event insurance policy with AA Underwriting Insurance Company Limited. What happened The background to this complaint is well known to the parties, so I see no need to repeat it h... (3 pages)View decision -
Decision Reference DRN-5147544
13 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5147544 The complaint Mr and Mrs W complain Santander UK Plc have acted unfairly by not refunding the payment they made to a company using their debit card, to release them from their timeshare. What happened A professional representative has supported Mr and Mrs W in making this c... (4 pages)View decision -
Decision Reference DRN-5274022
13 Feb 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5274022 The complaint This complaint is brought on behalf of the estate of Mr B. Mrs B is acting as the deceased’s representative for the purposes of this complaint. She complains that National Westminster Bank Plc (‘NatWest’) irresponsibly agreed to lend to Mr B by way of two perso... (4 pages)View decision -
Decision Reference DRN-5082554
13 Feb 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5082554 The complaint Mrs M and Mr M complain that Tesco Underwriting Limited have unfairly declined their claim for storm damage to their property. What happened Mrs M and Mr M had a buildings insurance policy with Tesco. In September 2023 Mrs M and Mr M noticed that there was so... (4 pages)View decision -
Decision Reference DRN-5274025
13 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5274025 The complaint This complaint is brought on behalf of the estate of Mr B. Mrs B is acting as the deceased’s representative for the purposes of this complaint. She complains that National Westminster Bank Plc (‘NatWest’) irresponsibly increased the limits on two overdrafts. Sh... (4 pages)View decision -
Decision Reference DRN-5200646
13 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5200646 The complaint Mr O complains that Wise Payments Limited (“Wise”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr O has explained that from... (2 pages)View decision -
Decision Reference DRN-5307200
13 Feb 2025 Society of Lloyd's UpheldInsuranceDRN-5307200 The complaint,, Mr and Mrs G complain that Society of Lloyd’s has turned down a cancellation claim they made on a travel insurance policy. What happened In July 2023, Mr and Mrs G took out a travel insurance policy which was due to run until 31 May 2024. They booked a trip a... (8 pages)View decision -
Decision Reference DRN-5328554
13 Feb 2025 MoneyGram International Limited UpheldBanking and PaymentsDRN-5328554 The complaint Ms O complains that MoneyGram International Limited trading as MoneyGram delayed in completing a transfer of money for her and failed to action her request for a refund. What happened On 27 May 2024, Ms O advises us that she applied to MoneyGram to carry out a ... (2 pages)View decision -
Decision Reference DRN-5170215
13 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5170215 The complaint Mrs W complains that Wise Payments Limited won’t refund money she lost when she was a victim of a scam. Mrs W is being supported in her complaint by a representative, but for ease, I’ll only refer to Mrs W in this decision. What happened The background to this ... (3 pages)View decision
