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 369227 results
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Decision Reference DRN-5328607
20 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5328607 The complaint Mr S complains that he was unable to withdraw monies from a savings account with National Westminster Bank Plc, without going into a branch. What happened In November 2024, Mr S switched out his current account with NatWest to another bank. However he then foun... (2 pages)View decision -
Decision Reference DRN-5213833
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5213833 The complaint Mrs F complains that Santander UK Plc hasn’t refunded unauthorised payments made using her debit card. What happened Unfortunately, Miss F was burgled in early 2024 and her bank cards and mobile phone were among the items stolen. She woke up in the early hours ... (3 pages)View decision -
Decision Reference DRN-5244488
20 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5244488 The complaint Mr C complains that Santander UK Plc failed to honour a switcher incentive offer when he upgraded his account with it. What happened Both parties are familiar with the details of this complaint, so I will just provide an overview of key events here. Mr C had ... (3 pages)View decision -
Decision Reference DRN-5102948
20 Feb 2025 Vitality Health Limited UpheldInsuranceDRN-5102948 The complaint Ms P complains about the way Vitality Health Limited handled a claim she made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the mai... (5 pages)View decision -
Decision Reference DRN-5294298
20 Feb 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5294298 The complaint Mr E is unhappy that Aviva Life & Pensions UK Limited declined a claim under a group income protection insurance policy. What happened Mr E stopped working and his absence was covered by medical certificates provided by his GP, reflecting that he wasn’t fi... (3 pages)View decision -
Decision Reference DRN-5226661
20 Feb 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5226661 The complaint Miss C is unhappy with the claims process under her BUPA Insurance Limited (BUPA) private medical insurance policy. What happened Miss C has a private medical insurance policy with BUPA since October 2021. In May/June 2024, she contacted BUPA to make a claim an... (3 pages)View decision -
Decision Reference DRN-5219214
20 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5219214 The complaint Mr M complains that American Express Services Europe Limited (AESEL) reduced his credit card limit. What happened Between October and December 2023, Mr M made several transactions to a merchant I’ll refer to as V. Mr M spoke to AESEL on 27 December 2023 and dis... (3 pages)View decision -
Decision Reference DRN-5147950
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5147950 The complaint Mr H complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” in 2017, Mr H invested a further £14,000 in 2020. H... (7 pages)View decision -
Decision Reference DRN-5213705
20 Feb 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5213705 The complaint Mrs A is unhappy that a car supplied to her under a hire purchase agreement with Marsh Finance & Commercial Limited (“Marsh”) was of an unsatisfactory quality. When I refer to what Mrs A has said and what Marsh has said, it should also be taken to include ... (5 pages)View decision -
Decision Reference DRN-5045733
20 Feb 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5045733 The complaint Miss I and Mr P have complained that Great Lakes Insurance UK Limited declined a claim they made on a travel insurance policy. As it is Mr P leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr P purchased annual... (3 pages)View decision
