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 121876 results
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Decision Reference DRN-5246895
30 Jan 2025 Family Equity Plan Limited UpheldBanking and PaymentsDRN-5246895 The complaint Mr S is unhappy because he’s been unable to get online access his daughters Junior ISA (“JISA”), held with Family Equity Plan Limited (“FEP”), for several months. What happened In October 2023, Mr S set up a JISA for his daughter with FEP. The following month, ... (3 pages)View decision -
Decision Reference DRN-5136913
30 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5136913 The complaint Ms G is unhappy National Westminster Bank Plc (“NatWest”) won’t reimburse her for the money she lost when she fell victim to a safe account scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at ... (4 pages)View decision -
Decision Reference DRN-5292110
30 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5292110 The complaint Miss L complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5277664
30 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5277664 The complaint Mr P complains that Bank of Scotland Plc (trading as Halifax) won’t refund the money he lost when he was the victim of a scam. What happened Mr P came across an advert about an opportunity to invest in a company which leased cars – Buy2Let/Raedex Consortium Lt... (5 pages)View decision -
Decision Reference DRN-5249956
30 Jan 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5249956 The complaint Mr C complains about the service he received from Advantage Insurance Company Limited (Advantage) after he made a claim on his car insurance policy. What happened On 2 November 2023 Mr C was involved in a car accident with a third-party driver, so he made a cl... (2 pages)View decision -
Decision Reference DRN-4769626
30 Jan 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4769626 The complaint Mr G complains that J.P. Morgan Europe Limited trading as Chase hasn’t refunded him after he fell victim to a scam. What happened Mr G was looking for investment opportunities in October 2023. He’d had an investment recently mature elsewhere, as well as having ... (4 pages)View decision -
Decision Reference DRN-4993264
30 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4993264 The complaint Mr H complains Santander UK Plc didn’t do enough to help get a refund for a purchase made on his debit card. What happened In December 2023, Mr H bought a bike, paying with his Santander debit card. Having received the bike, Mr H changed the tyres and establis... (3 pages)View decision -
Decision Reference DRN-5181998
30 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5181998 The complaint Mr C is unhappy the claim he made with esure Insurance Limited (esure) under his motor insurance policy hasn’t been settled. What happened In March 2022 Mr C was unfortunately involved in an accident involving two other vehicles and so reported a claim to esure... (2 pages)View decision -
Decision Reference DRN-5296852
30 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5296852 The complaint Mrs L complains that AXA Insurance UK Plc (“AXA”) unfairly recorded her at-fault for an accident claim under her motor insurance policy. What happened In December 2023 Mrs L was involved in a car accident. She contacted AXA and received a letter that told her s... (3 pages)View decision -
Decision Reference DRN-5241815
30 Jan 2025 The Claims Experts Ltd UpheldClaims ManagementDRN-5241815 The complaint Miss G complains about The Claims Experts Ltd trading as Impakt Claims (“Impakt”) and the success fee they invoiced her following her successful claim for mis-sold lending. What happened The claim and complaint circumstances are well known to both parties. So, ... (3 pages)View decision
