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 361839 results
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Decision Reference DRN-5094798
28 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5094798 The complaint Mrs M complains with her husband that National Westminster Bank Plc (NatWest) didn’t ask for full details in its app when they made an international payment, causing it to not go through correctly. What happened Mrs M made a payment of over £4,000 from her join... (3 pages)View decision -
Decision Reference DRN-5145973
28 Nov 2024 Tesco Underwriting Limited UpheldInsuranceDRN-5145973 The complaint Mr F is unhappy with the service provided by Tesco Underwriting Limited (TUI) following a claim he made on his car insurance policy. What happened Mr F took out a car insurance policy for his classic car with TUI in October 2022. The policy booklet explained: ... (4 pages)View decision -
Decision Reference DRN-4950627
28 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4950627 The complaint Mr S, trading as an enterprise I will refer to as B, complains about the settlement of his business interruption insurance claim, made as a result of the COVID-19 pandemic, by Royal & Sun Alliance Insurance Limited trading as RSA. What happened The followin... (5 pages)View decision -
Decision Reference DRN-5097901
28 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5097901 The complaint Mr I is unhappy Santander UK Plc didn’t allow him to make a payment towards his credit card. What happened In August 2024, Mr I says he attempted to make a payment towards his credit card, with his debit card from another provider, using Santander’s online ban... (2 pages)View decision -
Decision Reference DRN-5111124
28 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5111124 The complaint Ms D has complained that Lloyds Bank PLC failed to offer her sufficient support when she started to gamble in an irrational and harmful way through her current account. Background Ms D has a current account with Lloyds. In September 2023 she added a gambling bl... (3 pages)View decision -
Decision Reference DRN-4983761
28 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4983761 The complaint Miss C and Mr W complain about the valuation conducted on behalf of Bank of Scotland plc trading as Halifax on their property. What happened Miss C and Mr W have a property and a mortgage with Halifax. They applied for additional borrowing. Halifax engaged a su... (2 pages)View decision -
Decision Reference DRN-4986869
28 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4986869 The complaint Mr and Mrs R complain that Aviva Insurance Limited (“Aviva”) unfairly declined a claim for malicious damage under their home insurance policy. They want Aviva to accept and settle the claim. Mr and Mrs R are both policyholders but si... (3 pages)View decision -
Decision Reference DRN-5036604
28 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5036604 The complaint Ms S is unhappy that Aviva Life & Pensions UK Limited declined a claim made on a group income protection insurance policy. What happened Ms S has the benefit of a group income protection insurance policy through her employer (‘the policy’). Subject to the... (3 pages)View decision -
Decision Reference DRN-5175853
28 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5175853 The complaint Miss Z1 and Miss Z2 complain about Advantage Insurance Company Limited’s handling of their claim for storm damage, under a home insurance policy. Advantage has been represented by its agents under the claim. All references to Advantage include its agents. What ... (5 pages)View decision -
Decision Reference DRN-5137756
28 Nov 2024 Apfin Ltd Not upheldConsumer CreditDRN-5137756 The complaint Mr M complains APFIN LTD trading as cashasap.co.uk (“Apfin”) provided him with a loan while he had credit card debt and four other outstanding loans. What happened Mr M was granted one loan on 23 February 2024 for £400. Mr M was due to make six monthly payment... (3 pages)View decision
