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-4307465
21 Aug 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4307465 The complaint Mr C has complained about Santander UK Plc’s decision to close down his basic bank account. What happened I have previously issued a provisional decision regarding this complaint. The following represents excerpts from my provisional decision, outlining the backgr... (5 pages)View decision -
Decision Reference DRN-4308427
21 Aug 2023 Lendable Ltd UpheldConsumer CreditDRN-4308427 The complaint Miss C complains that the loan she had from Lendable Limited was unaffordable to her. What happened Miss C had one loan from Lendable in July 2020 as follows: Loan Date Amount Term Repayment Due Repaid 1 26 Jul 2020 £2,000 24m £120.79 26 Jul 2022 N/A Miss C says w... (3 pages)View decision -
Decision Reference DRN-4120778
21 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4120778 The complaint Mr S and Mrs C have complained about their home insurer AXA Insurance UK Plc regarding a claim thy made in 2018 for damage caused by a water leak. Mr S has dealt mainly with the claim and complaint. For ease of refence, I’ll mainly refer to him during the body of ... (3 pages)View decision -
Decision Reference DRN-4172413
21 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4172413 The complaint Mr H is unhappy that Bank of Scotland trading as Halifax hasn’t refunded him for the money he lost as part of a third-party scam. What happened Mr H received a call from someone claiming to be from the National Insurance Office, they told him multiple other accoun... (3 pages)View decision -
Decision Reference DRN-4116912
21 Aug 2023 Covea Insurance plc UpheldInsuranceDRN-4116912 The complaint Miss P has complained that Covea Insurance plc failed to provide a courtesy car while her car was being repaired when she made a claim under her car insurance policy. Miss P also complains that her No Claims Bonus (NCB) was impacted by the claim. What happened Mis... (2 pages)View decision -
Decision Reference DRN-4107540
21 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4107540 The complaint Mr A has complained about the way AXA Insurance UK Plc dealt with and settled a claim his son Mr R as a named driver made. Mr R made a claim against Mr A’s car insurance policy when he was involved in an incident with another car. What happened In May 2021 Mr R wa... (3 pages)View decision -
Decision Reference DRN-4192447
21 Aug 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4192447 The complaint Mr S complains that Zopa Bank Limited are pursuing him for a £13,000 loan that he says was taken out as part of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key... (2 pages)View decision -
Decision Reference DRN-4304182
21 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4304182 The complaint Mrs K and Mr S are unhappy that Inter Partner Assistance SA (IPA) declined a claim they made on their travel insurance policy. What happened Mrs K and Mr S were on holiday with their two children in the summer of 2022. One of their children became unwell and requi... (3 pages)View decision -
Decision Reference DRN-4304310
21 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4304310 The complaint Mr W complains about AWP P&C SA and the service they provided after he made a claim on the Home Emergency (“HE”) cover included within his overall home insurance policy. What happened Mr W held a home insurance policy. Included within this policy was separate ... (4 pages)View decision -
Decision Reference DRN-4119066
21 Aug 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4119066 The complaint Mr B complains about a used car he acquired through a conditional sale agreement with Santander Consumer (UK) Plc. The car was sold with a body wrap and Mr B is unhappy that very shortly after acquiring the car it showed signs of peeling. Attempts to rectify this ... (3 pages)View decision