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 125400 results
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Decision Reference DRN-4142215
21 Jun 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4142215 The complaint Mr F complains Santander UK Plc didn’t treat him fairly when he disputed some transactions. What happened Mr F made six transactions totally about £600 to a merchant, via PayPal. Mr F told Santander the merchant hadn’t supplied its services because PayPal held on ... (2 pages)View decision -
Decision Reference DRN-4086258
21 Jun 2023 Highway Insurance Company Limited UpheldInsuranceDRN-4086258 The complaint Mr and Mrs D are unhappy with the way Highway Insurance Company Limited (HIC) handled their claim under their home insurance policy following an escape of water. Mr and Mrs D had buildings insurance with HIC, which included home emergency cover as standard. The po... (2 pages)View decision -
Decision Reference DRN-4193754
21 Jun 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4193754 The complaint Miss G complains that Casualty & General Insurance Company (Europe) Ltd unfairly turned down her pet insurance claim. My references to Casualty include its claim and complaint handling agent. What happened In June 2021 Miss G’s dog was unfortunately injured in... (8 pages)View decision -
Decision Reference DRN-4203848
21 Jun 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4203848 The complaint Mr B complains that The Co-operative Bank Plc (Co-op) refused his claim for a bonus under the Refer a Friend scheme. What happened In November 2022 Mr B applied to Co-op for a bonus under its Refer a Friend scheme. Co-op decided he had a valid claim and paid him £... (3 pages)View decision -
Decision Reference DRN-4202943
21 Jun 2023 Monzo Bank Ltd UpheldConsumer CreditDRN-4202943 The complaint Mr D complains that Monzo Bank Ltd gave him incorrect information about a breathing space arrangement, which he says he relied on to his detriment. What happened Mr D had a loan account with Monzo Bank. During 2022, it became difficult for him to maintain the mont... (3 pages)View decision -
Decision Reference DRN-4138858
21 Jun 2023 Wesleyan Assurance Society UpheldInsuranceDRN-4138858 The complaint Ms S has complained about her motor insurance broker Wesleyan Assurance Society; she feels it misled her about the appropriateness of cover, which caused her a financial loss. What happened Ms S arranged a multi-car cover via Wesleyan in 2012 for three family vehi... (3 pages)View decision -
Decision Reference DRN-4202698
21 Jun 2023 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4202698 The complaint Miss I is unhappy with how Aioi Nissay Dowa Insurance UK Limited (trading as Insure the Box) handled a claim she made on her motor insurance policy and with the repair work it had carried out. Other companies have been involved in this complaint, but Insure the Bo... (4 pages)View decision -
Decision Reference DRN-4083303
21 Jun 2023 British Gas Insurance Limited UpheldInsuranceDRN-4083303 The complaint Mr I is unhappy that British Gas Insurance Limited (BG) charged him a policy excess for work he considered an extension of some earlier work. What happened Mr I had home emergency insurance underwritten by BG. He claimed under the policy after experiencing leaks f... (3 pages)View decision -
Decision Reference DRN-4009515
21 Jun 2023 QIC Europe Ltd UpheldInsuranceDRN-4009515 The complaint Mr and Mrs H complain QIC Europe Ltd (“QIC”) has unfairly declined a claim they made on their buildings insurance policy for subsidence. What happened As the circumstances aren’t in dispute, I’ll summarise the main points: Mr and Mrs H got in touch with QIC in Se... (4 pages)View decision -
Decision Reference DRN-4194616
21 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4194616 The complaint Mr T complains that HSBC UK Bank Plc (“HSBC”) didn’t change a Direct Debit in line with his instructions. He says this caused his account to become overdrawn on more than one occasion and caused him a great deal of distress and anxiety over a period of months. Wha... (3 pages)View decision
