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-3826876
6 Mar 2023 Citibank UK Limited UpheldBanking and PaymentsDRN-3826876 The complaint Mrs and Mr H complain that Citibank UK Limited (“Citibank”) failed to refund money they lost as a result of a scam. What happened Mr H was the account holder involved with the scammers, so I’ll mainly refer to him throughout the complaint. Mr H received a call on ... (7 pages)View decision -
Decision Reference DRN-3918624
6 Mar 2023 One Insurance Limited UpheldInsuranceDRN-3918624 The complaint Miss S complains that One Insurance Limited (“One”) didn’t provide her with a courtesy car and about how it handled a claim on her motor insurance policy. What happened Miss S had a motor insurance policy with One covering her car. In early November 2021 she was i... (2 pages)View decision -
Decision Reference DRN-3783162
6 Mar 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-3783162 The complaint Mr C complains that Vanquis Bank Limited (“Vanquis”) didn’t do enough to protect him when he fell victim to a scam, failed to act when he notified it of the issue, and hasn’t reimbursed him for the loss. What happened The details of this complaint are well known t... (3 pages)View decision -
Decision Reference DRN-3990300
6 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3990300 The complaint Mrs S says that Santander UK Plc let her down and didn’t provide enough support when she started gambling in March 2020. What happened Mrs S says she contacted Santander in October 2017 and that blocks were applied to her accounts at that time to stop her from gam... (10 pages)View decision -
Decision Reference DRN-4003532
6 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-4003532 The complaint C, a limited company, complains that Ageas Insurance Limited unfairly declined a claim under their rent guarantee and legal expenses insurance policy. Where I refer to Ageas, this includes the actions of its agents and claims handlers for which it takes responsibi... (4 pages)View decision -
Decision Reference DRN-3941254
6 Mar 2023 Wilson Insurance Services Limited UpheldInsuranceDRN-3941254 The complaint A company that I’ll refer to as S has complained that Wilson Insurance Services Limited (WISL) made an error when renewing its commercial insurance policy which meant it wasn’t covered for losses caused by Covid-19. Mrs W, a director of S, has complained on S’s be... (7 pages)View decision -
Decision Reference DRN-3846195
6 Mar 2023 Everyday Lending Limited UpheldConsumer CreditDRN-3846195 The complaint Mr B complains Everyday Lending Limited irresponsibly lent to him. Mr B is represented by a claims management company. For ease I’ll refer to all submissions as if they were made directly by Mr B. What happened Mr B took out a guarantor loan with Everyday Lending ... (3 pages)View decision -
Decision Reference DRN-3997858
6 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3997858 The complaint Mr H complains HSBC UK Bank plc (HSBC) incorrectly charged him for a duplicated international payment. What happened Mr H says in mid-July 2022, he made an online international payment for £25,000. Mr H says in early August 2022 he had a card payment declined on h... (5 pages)View decision -
Decision Reference DRN-3873186
6 Mar 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-3873186 The complaint Mr H complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (who I’ll call “VWFS”) reported inaccurate information to his credit file. What happened The details of this complaint are well known to both parties, so I won’t rep... (2 pages)View decision -
Decision Reference DRN-4001509
6 Mar 2023 BUPA Insurance Limited UpheldInsuranceDRN-4001509 The complaint Mr S complains that BUPA Insurance Limited turned down his private medical insurance claim. What happened Mr S holds a private medical insurance policy with Bupa. In 2022, Mr S saw a consultant and was diagnosed with retinal vein occlusion with haemorrhages and ma... (4 pages)View decision
