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 120614 results
-
Decision Reference DRN-4890265
27 Feb 2025 First Merchant Processing (Ireland) Limited UpheldBanking and PaymentsDRN-4890265 The complaint A company, which I'll refer to as C, complains that, due to a failure in the service provided by First Merchant Processing (Ireland) Limited (trading as AIB Merchant Services (AIBMS)), it wasn’t able to take payments from its customers online through one o... (4 pages)View decision -
Decision Reference DRN-5320901
27 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5320901 The complaint Mr S complains about the service he received from Santander Bank Plc (“Santander”) when its automated systems flagged transactions for security checks. In particular, he is unhappy Santander didn’t have the staff available at branch to assist him with the secur... (4 pages)View decision -
Decision Reference DRN-5359848
27 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5359848 The complaint Mr C complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (4 pages)View decision -
Decision Reference DRN-5359846
27 Feb 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5359846 The complaint Mrs M complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) unfairly declined a claim under her pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes responsibi... (3 pages)View decision -
Decision Reference DRN-5282265
27 Feb 2025 ALGBRA GROUP LIMITED UpheldBanking and PaymentsDRN-5282265 The complaint Mr K complains about a chargeback request that was turned down by Algbra Group Limited (Algbra). He would like the amount claimed refunded. What happened The details of this complaint are well known to both parties so I won’t repeat these again here, instead I... (2 pages)View decision -
Decision Reference DRN-5359688
27 Feb 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5359688 The complaint Mr S has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited (Stellantis). What happened Stellantis supplied Mr S with a used car on a hire purchase agreement in March 2022. The cash price of the car was £23,00... (4 pages)View decision -
Decision Reference DRN-5290537
27 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5290537 The complaint Mr J complains that Royal & Sun Alliance Insurance Limited (“RSA”) rejected a claim on his pet insurance policy, saying the condition claimed for was a pre-existing condition and so was not covered. He’s also unhappy with the way the claim was managed. Mr J... (3 pages)View decision -
Decision Reference DRN-5346845
26 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5346845 The complaint Mrs L complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly cancelled her home insurance policy when she made a claim, and refused to deal with the claim. Any reference to RSA in this decision includes its appointed agents. Mrs L has a repr... (4 pages)View decision -
Decision Reference DRN-5271807
26 Feb 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5271807 The complaint Mr N complains that Sainsbury’s Bank Plc wrongly declined his claim under section 75 of the Consumer Credit Act 1974 (“section 75”) after work on his central heating system was not carried out to a satisfactory and was not completed. What happened In February 2... (3 pages)View decision -
Decision Reference DRN-5359186
26 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5359186 The complaint Mr and Mrs P are unhappy with the way Royal & Sun Alliance Insurance Limited has dealt with a claim made for subsidence under a home insurance policy. What happened The full details of the complaint are well known to both parties, so I won’t repeat them aga... (6 pages)View decision
