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 121668 results
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Decision Reference DRN-5295805
30 Jan 2025 Santander UK Plc UpheldMortgagesDRN-5295805 The complaint Mr R and Ms R complain that Santander UK Plc unfairly added legal fees to the redemption statement on their mortgage account. What happened Mr R and Ms R have a mortgage with Santander. The term ended in April 2021 and was extended. Santander says that after be... (3 pages)View decision -
Decision Reference DRN-5293705
30 Jan 2025 London and Country Mortgages Ltd UpheldMortgagesDRN-5293705 The complaint Mr F complains that London and Country Mortgages Ltd trading as L&C Mortgages did not treat him fairly when it gave him mortgage advice. What happened In April 2023, L&C gave Mr F mortgage advice. But there was a delay in buying the property he wanted b... (4 pages)View decision -
Decision Reference DRN-4783345
30 Jan 2025 Covea Insurance plc UpheldInsuranceDRN-4783345 The complaint T, a limited company, complains Covea Insurance plc (Covea) unfairly declined a claim for subsidence made under their buildings insurance policy. Any references to Covea includes their agents. T is represented by a managing agent who I’ll refer to as A. What ... (2 pages)View decision -
Decision Reference DRN-5190270
30 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5190270 The complaint Mr M complains about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) decision to treat his car as a total loss, and its subsequent valuation, following damage sustained in an accident, under his motor insurance policy. What happened In January 2024 Mr M’s c... (4 pages)View decision -
Decision Reference DRN-5212106
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5212106 The complaint Miss R complains that her Monzo Bank Ltd debit card didn’t work during August 2024 and September 2024. She says she had to transfer funds to her her savings account as a result. What happened Miss R says she had been experiencing issues with her debit card from... (3 pages)View decision -
Decision Reference DRN-5041813
30 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5041813 The complaint Miss D has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with a fixed sum loan from it. What happened In March 2023 Miss D bought a course of dental aligner treat... (5 pages)View decision -
Decision Reference DRN-4966328
30 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4966328 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr M was cold called by an investment company who turned out to be a scam. He had to pay into the ‘investment’ through a cryptocurrency prov... (7 pages)View decision -
Decision Reference DRN-5262681
30 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5262681 The complaint Miss J complains that NewDay Ltd, trading as Aqua, were unreasonable to terminate and default her account. What happened Miss J had an Aqua credit card account. In May 2024 she contacted Aqua and told them she was in financial difficulty. They placed a hold on ... (2 pages)View decision -
Decision Reference DRN-4842906
28 Jan 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4842906 The complaint Mr R complains about the decision by Sainsbury’s Bank Plc (“Sainsbury’s”) to decline his Section 75 claim for some damaged flooring. He wants Sainsbury’s to refund him for the flooring he purchased. What happened In Summer 2022, Mr R purchased flooring tiles fr... (3 pages)View decision -
Decision Reference DRN-4939754
28 Jan 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4939754 The complaint Mr S complains that American Express Services Europe Limited (AESEL) or “Amex” didn’t treat him fairly when he requested a refund of a payment made with his credit card. What happened Mr S used his Amex credit card to pay for a rental car booking in October 20... (4 pages)View decision
