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 121115 results
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Decision Reference DRN-3515828
11 Aug 2022 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-3515828 The complaint Mr C is unhappy that Chaucer Insurance Company Designated Activity Company declined a claim he made on his travel insurance policy. What happened Mr C was due to go on holiday in early June 2020 to a country I’ll refer to as S. The holiday was booked by Mr C’s bro... (4 pages)View decision -
Decision Reference DRN-3638261
11 Aug 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3638261 The complaint Mrs R complains Santander UK Plc failed to assist her when she wanted to dispute a payment on her debit card for flights from an airline which were not provided. Mrs R is represented in her case by a family member, Mr R. When I refer to things said or done by Mrs ... (2 pages)View decision -
Decision Reference DRN-3458093
11 Aug 2022 U K Insurance Limited UpheldInsuranceDRN-3458093 The complaint Mr H complains about U K Insurance Limited trading as Churchill Home Insurance’s (UKI) handling of a home insurance claim. What happened Mr H insures a property with UKI. The property was damaged due to subsidence and he made a claim on the policy several years ag... (6 pages)View decision -
Decision Reference DRN-3607148
11 Aug 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3607148 The complaint and what happened Ms G complains National Westminster Bank Plc (NatWest) won’t reimburse £34,000 that she lost when she fell victim to a scam. Our investigator concluded the complaint should be upheld. She was satisfied NatWest ought to have intervened when Ms G m... (2 pages)View decision -
Decision Reference DRN-3235235
11 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3235235 The complaint Mrs C complains that HSBC UK Bank Plc trading as first direct won’t refund transactions she didn’t authorise. What happened In November 2020, Mrs C received a call from someone claiming to be from Amazon. They said they’d accidentally taken a payment from her acco... (3 pages)View decision -
Decision Reference DRN-3421097
11 Aug 2022 PDL Finance Limited UpheldConsumer CreditDRN-3421097 The complaint Miss H complains that PDL Finance Ltd, trading as Mr Lender, did not carry out the correct or adequate checks before lending and so it lent to her irresponsibly. What happened Miss H has said that she borrowed from Mr Lender ten times between April 2014 and March ... (6 pages)View decision -
Decision Reference DRN-3546600
11 Aug 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3546600 The complaint Mr W complains that Lloyds Bank PLC won’t refund money he was tricked into sending to a fraudster. What happened The background to this complaint has been set out at great length by the investigator, so I won’t repeat it all here. The investigator also produced a ... (6 pages)View decision -
Decision Reference DRN-3358381
11 Aug 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3358381 The complaint Mr N is unhappy that HSBC UK Bank Plc won’t refund him money he lost as a result of falling victim to a fraud. What happened In October 2020, Mr N received an email purporting to be from the DVLA containing a link. Mr N clicked on the link and filled in the inform... (5 pages)View decision -
Decision Reference DRN-3477242
11 Aug 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3477242 The complaint Mr M complains that NewDay Ltd (“NewDay”) irresponsibly granted him credit that he couldn’t afford to repay. What happened NewDay approved a credit card application for Mr M in February 2015. They initially provided a credit limit of £250 but in August 2015 they i... (3 pages)View decision -
Decision Reference DRN-3630105
11 Aug 2022 Leeds Building Society UpheldMortgagesDRN-3630105 The complaint Mr and Mrs S complain that Leeds Building Society (“Leeds”) gave them misleading information about the Early Repayment Charge (ERC) they would need to pay if redeeming their mortgage at particular points in time. They would like to be refunded the difference betwe... (3 pages)View decision
