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 368546 results
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Decision Reference DRN-5336446
17 Mar 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5336446 The complaint Ms A is unhappy with the replacement phone Assurant General Insurance Limited (“AGI”) provided under her Mobile Phone Insurance Policy. What happened Both Ms A and AGI are familiar with the details of this complaint, so I’ve summarised the key issues of complai... (3 pages)View decision -
Decision Reference DRN-5223838
17 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5223838 The complaint Miss M complains Bank of Scotland plc trading as Halifax recorded a marker against her at Cifas, a national fraud database. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss M opened an account with Halifax in ... (3 pages)View decision -
Decision Reference DRN-5343887
17 Mar 2025 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-5343887 The complaint Mr D complains that Financial & Legal Insurance Company Ltd (“Financial & Legal”) unfairly declined a claim made under his motor warranty and that there were delays in its handling of the claim. What happened Mr D took out a Platinum 100 warranty with F... (3 pages)View decision -
Decision Reference DRN-5346897
17 Mar 2025 Credit Resource Solutions Limited UpheldConsumer CreditDRN-5346897 The complaint Mrs A complains that CREDIT RESOURCE SOLUTIONS LIMITED (CRS) is trying to collect more money from her than she believes to be outstanding. What happened Mrs A had a loan with a firm I’ll refer to as C for the purposes of this decision. As Mrs A fell behind with... (3 pages)View decision -
Decision Reference DRN-5342580
17 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5342580 The complaint Mrs R complains about the service she received in a branch of Santander UK Plc in respect of a new PIN number and said a member of staff wouldn’t let her speak when she complained. What happened Mrs R had a new PIN for her bank card sent to the branch. She sai... (3 pages)View decision -
Decision Reference DRN-5401785
17 Mar 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5401785 The complaint Mrs N has complained that Great Lakes Insurance SE unreasonably and unfairly declined her claim for vet fees under her pet policy. What happened Mrs N bought her policy for her dog to start on 8 December 2020. She made several claims for vet fees concerning he... (5 pages)View decision -
Decision Reference DRN-5335445
17 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5335445 The complaint S – a limited company – is complaining that AXA Insurance UK Plc (‘AXA’) declined a claim it made on its commercial property insurance policy after masonry fell from a block of flats it owns during a storm. Both S and AXA have been represented by separate compa... (3 pages)View decision -
Decision Reference DRN-5401422
17 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5401422 The complaint Mrs O is unhappy that Revolut Ltd won’t reimburse money she lost to a scam What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs O has explained that between April 2023 and June 2023 she... (12 pages)View decision -
Decision Reference DRN-5337343
17 Mar 2025 Millennium Insurance Company Limited Not upheldInsuranceDRN-5337343 The complaint Ms G has complained about the way Millennium Insurance Company Limited dealt with a claim under her home emergency insurance policy. What happened In April 2024 Ms G took out a home emergency policy which was underwritten by Millennium. In June Ms G contacted... (2 pages)View decision -
Decision Reference DRN-4567648
17 Mar 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-4567648 The complaint Mr E complains about the actions of Zempler Bank Limited trading as Cashplus Bank when he lost money to a scam. Mr E is being represented by a claims management company but for ease of reading I’ll only refer to Mr E in the decision. What happened The detaile... (3 pages)View decision
