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 365360 results
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Decision Reference DRN-5219515
22 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5219515 The complaint Mr and Mrs F are unhappy that Admiral Insurance (Gibraltar) Limited proportionately settled their claim and with the service they received. What happened Mr and Mrs F cancelled a holiday and claimed on their insurance policy. Admiral proportionately settled the... (3 pages)View decision -
Decision Reference DRN-5280182
22 Jan 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5280182 The complaint Mr A complains that Haven Insurance Company Limited (Haven) has recorded a fault claim against his taxi insurance policy. What happened Mr A had a taxi insurance policy with Haven which covered a vehicle he was using as a taxi. In December 2022 the insured ve... (2 pages)View decision -
Decision Reference DRN-5275033
22 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5275033 The complaint Mr P complains that Revolut Ltd (‘Revolut’) won’t refund the money that was lost to a scam. He also complains about the service received once the matter was reported. He is joined in this complaint by his partner (‘Miss T’). As I’ll set out, Miss T was involved... (10 pages)View decision -
Decision Reference DRN-5279207
22 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5279207 The complaint Mr S complains that Bank of Scotland plc (trading as Halifax) declined to reimburse over £6,000.00 that was lost when he fell victim to a cryptocurrency investment scam. What happened Our investigator upheld the complaint in part. She considered that some of H... (5 pages)View decision -
Decision Reference DRN-5167325
22 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5167325 The complaint Mr L complains that HSBC UK Bank Plc trading as first direct won’t refund money he lost when he fell victim to a scam. Mr L is being represented by a claims management company in this complaint. What happened In January 2021, Mr L invested in a company – Buy2... (8 pages)View decision -
Decision Reference DRN-4746116
22 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4746116 The complaint Miss N has complained that J.P. Morgan Europe Limited, trading as Chase, didn’t secure her a refund in respect of money she paid for an ‘all-inclusive food’ option while staying at a hotel. What happened Miss N paid £596.47 to a third party, using her Chase deb... (2 pages)View decision -
Decision Reference DRN-5278510
22 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5278510 The complaint Miss G complains that Marshmallow Insurance Limited unfairly cancelled her policy and repudiated her claim. She would like Marshmallow to remove the cancellation marker from her name and cover the costs of the claim which she needed to settle herself. What happ... (4 pages)View decision -
Decision Reference DRN-5277197
22 Jan 2025 National Westminster Bank Plc Not upheldConsumer CreditDRN-5277197 The complaint Mr M complains that National Westminster Bank UK plc (‘NatWest’) incorrectly told him he could cancel a payment holiday on his new unsecured personal loan and didn’t reveal their mistake until after the loan’s cooling-off period had expired. Mr M wants NatWest... (4 pages)View decision -
Decision Reference DRN-5152339
22 Jan 2025 Skipton Building Society UpheldMortgagesDRN-5152339 The complaint Ms B complains that Skipton Building Society unfairly uploaded a marker about her to the National Hunter database. What happened In October 2023 Ms B and her partner applied for a joint mortgage with Skipton. Skipton declined their application because it says ... (4 pages)View decision -
Decision Reference DRN-5124877
22 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5124877 The complaint Mr and Mrs S complain that Santander UK Plc won’t reimburse them after they lost money to an investment – that they now consider to have been a scam. What happened Mr and Mrs S have explained that they were introduced to an investment opportunity, provided by a... (7 pages)View decision
