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 128535 results
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Decision Reference DRN-4818489
19 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4818489 The complaint Mr B has complained that esure Insurance Limited’s market value of his car given his claim under his motor policy was unreasonably low. What happened Mr B was involved in an accident. The car he bought merely 112 days previously was deemed a total loss by esure. I... (3 pages)View decision -
Decision Reference DRN-4629456
19 Jun 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4629456 The complaint Mr and Mrs M are unhappy with how Inter Partner Assistance SA (IPA) settled their claim. What happened Mr and Mrs M had a travel insurance policy underwritten by IPA. They travelled abroad with their three children. Unfortunately, on 4 June their return flight was... (3 pages)View decision -
Decision Reference DRN-4291143
19 Jun 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4291143 The complaint Mr K complains about the outcome of a claim he made to American Express Services Europe Limited (AESEL) in respect of a holiday booking. What happened In September 2021, Mr K arranged a group booking for a stay at a hotel. Initially, he booked 24 units of accommod... (4 pages)View decision -
Decision Reference DRN-4729761
19 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4729761 The complaint Mr C complains that esure Insurance Limited delayed settling a claim made on his motor insurance policy. He wants the claim settled and compensation. What happened Mr C was involved in an accident and made a claim on his policy. He was unhappy that his car was tak... (2 pages)View decision -
Decision Reference DRN-4861227
19 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4861227 The complaint Mr C believes that Santander UK Plc provided credit to him irresponsibly and is unhappy that they didn’t monitor his usage of his credit facility and offer him appropriate support. What happened Mr C has a current account with Santander which initially had no over... (4 pages)View decision -
Decision Reference DRN-4745322
19 Jun 2024 Blantyre Credit Union Limited UpheldConsumer CreditDRN-4745322 The complaint Mrs L complains that Blantyre Credit Union Limited, trading as Thistle Credit Union, re- reported a debt to the credit reference agencies when it had previously been written off. What happened Mrs L’s debt with Thistle Credit Union was written off in 2010. But whe... (2 pages)View decision -
Decision Reference DRN-4737064
19 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4737064 The complaint Miss H complains that HSBC UK Bank Plc (“HSBC”), have failed to refund money that she lost as part of an investment scam. What happened Miss H was contacted on a social media site by someone who said that she could make money by investing in a company that I will ... (3 pages)View decision -
Decision Reference DRN-4316902
19 Jun 2024 MBNA Limited UpheldBanking and PaymentsDRN-4316902 The complaint Mrs J has complained that MBNA Limited has behaved unfairly in not refunding her for a payment she made to Airbnb. At times, Mrs J has been represented in bringing her complaint. But for clarity, I’ll refer to all submissions made on her behalf, as having been mad... (2 pages)View decision -
Decision Reference DRN-4861484
19 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4861484 The complaint Mrs R complains that Santander UK Plc hasn’t protected her from money being misappropriated from her account. Mrs R’s son is her attorney under an Enduring Power of Attorney who has consented to Mrs R being represented in this complaint by Ms C (her daughter). Wha... (6 pages)View decision -
Decision Reference DRN-4861742
19 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4861742 The complaint Mr P is unhappy with the service Monzo Bank Ltd provided after he fell victim of an authorised push payment (APP) scam. What happened Mr P says he has been a victim of a cryptocurrency investment scam where he was contacted via social network platform to invest. M... (2 pages)View decision