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-5302831
19 Feb 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5302831 The complaint Mr R complains Red Sands Insurance Company (Europe) Limited unfairly declined his motor warranty claim. Red Sands been represented for the claim. For simplicity I’ve generally referred to the representative’s actions as being Red Sand’s own. What happened Mr ... (2 pages)View decision -
Decision Reference DRN-5342181
19 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5342181 The complaint Mr W brings this complaint on behalf of A, a limited company. Mr W is a director for A. A complains National Westminster Bank Plc unfairly blocked its business account, causing it financial loss, as well as personal losses to Mr W and others. What happened What... (3 pages)View decision -
Decision Reference DRN-5303213
19 Feb 2025 First Data Europe Limited Not upheldBanking and PaymentsDRN-5303213 The complaint A company, which I’ll refer to as N, complains that First Data Europe Limited failed to cancel its merchant account in August 2021. What happened N had a merchant services agreement with First Data Europe Limited (trading as Clover Merchant Services) in order t... (2 pages)View decision -
Decision Reference DRN-5146482
19 Feb 2025 Unum Ltd Not upheldInsuranceDRN-5146482 The complaint Mr C complains that Unum Ltd had unfairly turned down his income protection claim. What happened Mr C is covered under his employer’s group income protection scheme, which provides an income if he is unable to work due to illness or injury. The scheme has a de... (4 pages)View decision -
Decision Reference DRN-5268666
19 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5268666 The complaint Ms J complains Santander UK Plc changed her student account to an Edge Graduate current account when it shouldn’t have. What happened Ms J complains Santander shouldn’t have transitioned her student account to a graduate account in July 2023 as she didn’t gradu... (3 pages)View decision -
Decision Reference DRN-5278527
19 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5278527 The complaint Mr D complains about Admiral Insurance (Gibraltar) Limited and the amount they paid him following a theft claim under his motor insurance policy. What happened Mr D’s contacted Admiral to make a claim under his motor insurance policy when his car ... (3 pages)View decision -
Decision Reference DRN-5306470
19 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5306470 The complaint Mr M complains that Vanquis Bank Limited reduced the limit on his credit card. What happened Mr M holds a credit card with Vanquis. On 16 March 2024 Mr M contacted Vanquis and said he had seen a video about the importance of taking incremental steps to manage d... (2 pages)View decision -
Decision Reference DRN-5283827
19 Feb 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5283827 The complaint Mr A complains about the quality of a car supplied to him by MotoNovo Finance Limited (“MotoNovo”). What happened Mr A acquired a used car under a 61 month hire purchase agreement with MotoNovo in November 2023. The car was around seven years old and the cash p... (6 pages)View decision -
Decision Reference DRN-5340574
19 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5340574 The complaint Ms L complains that Bank of Scotland plc trading as Halifax charged interest incorrectly on her credit card account. What happened Ms L says, following a conversation with Halifax in May 2023 about clearing the purchase balance to ... (3 pages)View decision -
Decision Reference DRN-5254102
19 Feb 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5254102 The complaint Mr S is unhappy with what Amtrust Europe Limited did after he made a claim on his legal expenses insurance policy. What happened In June 2024 Mr S contacted Amtrust seeking funding for a claim he wanted to bring as his property had been damaged by a contractor.... (2 pages)View decision
