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 121876 results
-
Decision Reference DRN-5449318
14 May 2025 St Andrew's Insurance plc UpheldInsuranceDRN-5449318 The complaint Mr C and Miss W have complained about their property insurer St Andrew’s Insurance Plc regarding a claim they made to if for subsidence in 2014, which was not resolved until spring 2024. For ease of reading I’ll mainly only refer to Miss W during the body of m... (3 pages)View decision -
Decision Reference DRN-5558532
14 May 2025 Oakbrook Finance Limited UpheldConsumer CreditDRN-5558532 The complaint Mr J complains OAKBROOK FINANCE LIMITED trading as Likely Loans unfairly defaulted his account. He also disagrees with the amount they say is outstanding on his loan and considers his offer to settle the loan should be reported to credit reference agencies as a... (5 pages)View decision -
Decision Reference DRN-5508377
14 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5508377 The complaint Mr H complains that the balance outstanding on his credit card account is incorrect, and that NewDay Ltd didn’t assist him with his enquiries. What happened Mr H has held a retailer branded credit card account through NewDay for several years. In 2022, the reta... (4 pages)View decision -
Decision Reference DRN-5555505
14 May 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5555505 The complaint Mr and Mrs F complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a claim under their travel insurance policy. What happened Mr and Mrs F are insured under a travel insurance policy provided as a benefit by a bank and underwritten by IPA. Unfortunat... (4 pages)View decision -
Decision Reference DRN-5559207
14 May 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5559207 The complaint Mr D and Miss P have complained that Great Lakes Insurance SE (Great Lakes) registered a buildings insurance claim on their policy. As Mr D mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. What happened Mr D con... (5 pages)View decision -
Decision Reference DRN-5537096
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5537096 The complaint A company, which I will call S, complains that Revolut Ltd introduced a new fee for its Basic Business Account without giving adequate notice. What happened S’s director told us: He originally chose Revolut because it did not charge a monthly fee for its Ba... (3 pages)View decision -
Decision Reference DRN-5337411
14 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5337411 The complaint Mr G complains Santander UK Plc, didn’t do enough to help get a refund for a transaction made on his credit card. What happened In April 2024, Mr G bought a car for £3,700, paying with his Santander credit card. Mr G says he experienced problems with the car a... (3 pages)View decision -
Decision Reference DRN-5552499
14 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5552499 The complaint Ms E complains that Tesco Personal Finance Limited, trading as Tesco Bank, have refused to change her name to her maiden name without a decree absolute. What happened Ms E asked Tesco Bank to change her name to her maiden name as she was divorcing. Tesco Bank w... (2 pages)View decision -
Decision Reference DRN-5412807
14 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5412807 The complaint Mrs N complains about charges applied to her personal current account overdraft by HSBC UK Bank Plc (HSBC). What happened Mrs N has had a personal current account overdraft with HSBC for several years. Since at least 2004, the credit limit has been £2,000. In ... (4 pages)View decision -
Decision Reference DRN-5528304
14 May 2025 Zurich Insurance PLC UpheldInsuranceDRN-5528304 The complaint Mr and Mrs M complain about Zurich Insurance PLC’s handling of a claim under a buildings insurance policy. What happened In summary, Mr and Mrs M own a property they rent to tenants. The building was insured with Zurich under a block policy provided through the... (3 pages)View decision
