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 364862 results
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Decision Reference DRN-5417587
16 Apr 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5417587 The complaint Mr and Mrs G complained that Great Lakes Insurance SE (“Great Lakes”) unfairly declined their claim for storm damage when the covering of their flat roof blew off in the wind. Great Lakes were providing cover under a home insurance policy. What happened Mr and ... (2 pages)View decision -
Decision Reference DRN-5226001
16 Apr 2025 Family Assurance Friendly Society Limited Not upheldInvestmentsDRN-5226001 The complaint Mr O1’s (and his wife Mrs O’s) son and Lasting Power of Attorney (LPOA), Mr O2, complains on his behalf about the service he received from Family Assurance Friendly Society Limited, trading as OneFamily. What happened In summary Mr O2 is unhappy about the serv... (8 pages)View decision -
Decision Reference DRN-5488683
16 Apr 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5488683 The complaint Mr D complains PayPal UK Ltd permanently blocked, or limited his account. What happened Mr D held a PayPal account and it contacted him to tell him his account was permanently limited, he couldn’t use it anymore. Mr D tried to find out why and says PayPal tol... (3 pages)View decision -
Decision Reference DRN-5192908
16 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5192908 The complaint Mr S complains that Santander UK Plc will not refund money he lost to a scam. Mr S is represented by M. For ease, I’ve referred to comments made by M as though made by Mr S. What happened Mr S said he received unsolicited contact from a firm I’ll call P. And in... (2 pages)View decision -
Decision Reference DRN-5483068
16 Apr 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5483068 The complaint Miss L complains Tesco Personal Finance plc trading as Tesco Bank (Tesco) mis sold her a front-loaded interest loan. What happened Miss L says in April 2024 she applied for a loan with Tesco as she was unable to break a fixed rate saver account that wasn’t due ... (4 pages)View decision -
Decision Reference DRN-5466578
16 Apr 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5466578 The complaint Mr M complains about First Central Underwriting Limited’s repairs following a claim under his car insurance policy. First Central has been represented by its agents during the claim. All references to First Central include its agents. What happened Mr M had a c... (3 pages)View decision -
Decision Reference DRN-5441984
16 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5441984 The complaint Miss A’s complaint is about a credit card issued to her by Vanquis Bank Limited in 2019. Miss A says Vanquis acted irresponsibly when it gave her a credit card, and then later increased her credit limit. To resolve the complaint Miss A would like Vanquis to re... (3 pages)View decision -
Decision Reference DRN-5388751
16 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5388751 The complaint Mr J complains that Santander UK Plc (Santander) won’t refund money he says was part of a scam investment scheme. What happened What Mr J says: Mr J says he was encouraged to invest in a trading ‘bot’ scheme that would provide him with a monthly return. This wa... (5 pages)View decision -
Decision Reference DRN-5489842
16 Apr 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5489842 The complaint Mr S and Miss W’s complaint is about their mortgage account with Clydesdale Bank Plc trading as Virgin Money (and referred to here as Clydesdale). Mr S, who has dealt with the complaint throughout, is unhappy about arrears that have accrued on the account. Mr ... (8 pages)View decision -
Decision Reference DRN-5418926
16 Apr 2025 EUI Limited UpheldInsuranceDRN-5418926 The complaint Miss W complains about what EUI Limited did after she contacted it about a motor accident. What happened Miss W has motor insurance which EUI arranged. On 28 December 2019 Miss W was involved in a car accident. She says she contacted EUI to notify it of the inc... (3 pages)View decision
