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-5236968
19 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5236968 The complaint Ms M complains that National Westminster Bank Plc (NatWest) won’t reimburse her, after she made payments towards an investment that she now considers to have been a scam – whereby she sent money to an account held at NatWest. Ms M is professionally represented ... (4 pages)View decision -
Decision Reference DRN-5293289
19 Feb 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5293289 The complaint Ms W is unhappy that a car supplied to her under a conditional sale agreement with Close Brothers Limited was of an unsatisfactory quality. What happened In April 2024 Ms W was supplied with a used car through a conditional sale agreement with Close Brothers. T... (5 pages)View decision -
Decision Reference DRN-5157444
19 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5157444 The complaint Mr G complained because Monzo Bank Ltd refused to refund him for payments which he said he hadn’t authorised. What happened On 4 August 2024, there was a £200 credit into Mr G’s Monzo account. On 5 August, there were three payments from his account to a busin... (3 pages)View decision -
Decision Reference DRN-5182688
19 Feb 2025 Unum Ltd Not upheldInsuranceDRN-5182688 The complaint Mr S is unhappy that Unum Ltd (Unum) has declined cover under his dental insurance policy. What happened Mr S had a dental policy which provided cover from 1 January 2024 to 31 December 2024. The policy provides cover for treatment carried out to maintain or re... (3 pages)View decision -
Decision Reference DRN-5176609
19 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5176609 The complaint Ms M complains that Santander UK Plc won’t reimburse her, after she made payments towards an investment that she now considers to have been a scam. Ms M is professionally represented in bringing her complaint to our service, but for ease of reading I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5342569
19 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5342569 The complaint Miss W complains Santander UK Plc failed to stop sending correspondence, including statements, to an address a third party had access to who had financially abused her. What happened I sent the parties a provisional decision in February 2025, in which I set out... (3 pages)View decision -
Decision Reference DRN-5232568
19 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5232568 The complaint Mr B is unhappy with interest charged by National Westminster Bank Plc (“NatWest”) on his overdraft facility. What happened Mr B complained to NatWest because he was unhappy about interest charged by NatWest on his overdraft facility. NatWest responded to Mr B ... (2 pages)View decision -
Decision Reference DRN-5277326
19 Feb 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5277326 The complaint Miss B complains that Inter Partner Assistance SA declined part of her claim against a travel insurance policy. Reference to IPA includes its agents. What happened Miss B has travel insurance underwritten by IPA as a benefit of a bank account. She booked a pa... (3 pages)View decision -
Decision Reference DRN-5340960
19 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5340960 The complaint Miss B and Mr W are unhappy Admiral Insurance (Gibraltar) Limited (Admiral) have declined the claim they made under their home insurance policy following a storm. They’re also unhappy with the service they received during the claim. As Mr W has been leading in ... (4 pages)View decision -
Decision Reference DRN-5271803
19 Feb 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5271803 The complaint Mr B complains about Domestic & General Insurance Plc (‘D&G’) declining a claim under an extended warranty insurance policy. What happened Mr B took out a D&G warranty for a kitchen appliance in September 2023. This covered mechanical and electrical... (3 pages)View decision
