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-5244972
18 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5244972 The complaint Mr K is unhappy that Santander UK Plc won’t refund payments he made as a result of a scam. What happened Mr K was a victim of an investment scam involving the following payments from his account: Date Description Amount 26 December 2021 Card Payment to ‘Cro’ £3... (2 pages)View decision -
Decision Reference DRN-5354341
18 Mar 2025 Soteria Insurance Limited UpheldInsuranceDRN-5354341 The complaint Mr H complains that Soteria Insurance Limited trading as Co-Op Insurance has unfairly handled his claim made for subsidence damage to his property. What happened Mr H made a claim for subsidence damage to his property in 2019 and there has been concerns raised ... (5 pages)View decision -
Decision Reference DRN-5401583
18 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5401583 The complaint T- a limited company, complains about the decline of their commercial property insurance claim by AXA Insurance UK Plc (‘AXA’). As AXA are responsible for the actions of their appointed agents, any reference to AXA in my decision should also be interpreted as c... (5 pages)View decision -
Decision Reference DRN-5226837
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5226837 The complaint Miss W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost as the result of a scam. What happened In 2018, Miss W was told about an investment opportunity by a long-term friend. I’ll refer to the friend as L. The investment involved Miss W... (5 pages)View decision -
Decision Reference DRN-5305323
18 Mar 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5305323 The complaint Mr J has complained about the way Creation Consumer Finance Ltd “Creation” responded to his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr J bought a solar panel system for his home in 2022 – this also included a battery. T... (3 pages)View decision -
Decision Reference DRN-5307575
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5307575 The complaint Mr P complains Bank of Scotland plc trading as Birmingham Midshires has money that belongs to him. What happened Mr P says he was flooded out of his home. In addition, he says in 2024 that two savings passbooks emerged from his files after flood damage. He says... (2 pages)View decision -
Decision Reference DRN-5370405
18 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5370405 The complaint Mr O is unhappy with several aspects of the service he’s received from Santander UK Plc. What happened In 2022 and 2023, Mr O made a series of complaints to Santander regarding several issues surrounding their administration of his Bounce Back Loan (“BBL”) abou... (4 pages)View decision -
Decision Reference DRN-5353043
18 Mar 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5353043 The complaint Mr and Mrs D’s complaint is about the way The Mortgage Business Plc (TMB) dealt with the sale of a buy-to-let (BTL) property. After the mortgage term expired, Mr and Mrs D tried to sell the property, but without success. They agreed with TMB that it would take ... (5 pages)View decision -
Decision Reference DRN-5291473
18 Mar 2025 Western Provident Association Limited Not upheldInsuranceDRN-5291473 The complaint Mr M complains about Western Provident Association Limited’s (“WPA”) decision on his dental insurance claim. What happened Mr M holds a private health insurance policy that’s provided by WPA. Mr M paid for an optional extra that provides cover for dental emerg... (3 pages)View decision -
Decision Reference DRN-4879257
18 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4879257 The complaint Ms C complains about how American Express Services Europe Limited (“Amex”) handled a claim she made in relation to a transaction on her credit card. What happened Ms C says she intended to purchase festival tickets from a company I’ll refer to as “S” in June 20... (3 pages)View decision
