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 381082 results
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Decision Reference DRN-5358378
20 Jun 2025 ReAssure Limited Not upheldInsuranceDRN-5358378 The complaint The trustees of the K Trust, Mr K, Mrs H and Mrs S, represented by Mrs H, complain about ReAssure Limited. They’re unhappy with the outcome of a policy review on a reviewable whole of life (RWOL) policy they hold. What happened Mr K and his wife, the late Mrs K... (4 pages)View decision -
Decision Reference DRN-5033522
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5033522 THE COMPLAINT Miss S holds/held an account with Santander UK Plc (“Santander”). Miss S’s complaint is about Santander’s refusal to reimburse her money she says she lost due to a scam. Miss S is represented by Mendelsons Solicitors (“Mendelsons”) in this matter. However, wh... (5 pages)View decision -
Decision Reference DRN-5358372
20 Jun 2025 ReAssure Limited Not upheldInsuranceDRN-5358372 The complaint The trustees of the K Trust, Mr K and Mrs H, represented by Mrs H, complain about ReAssure Limited. They’re unhappy with the outcome of a policy review on a reviewable whole of life (RWOL) policy they hold. What happened Mr K and his wife, the late Mrs K, took ... (4 pages)View decision -
Decision Reference DRN-5618883
20 Jun 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5618883 The complaint Mr T has complained about Marshmallow Insurance Limited’s decision to cancel a car insurance policy he bought with it and apply a fraud exclusion term. What happened Mr T bought a car insurance policy with the insurer Marshmallow in 2023. He provided additional... (2 pages)View decision -
Decision Reference DRN-5345378
20 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5345378 Complaint Mrs H is unhappy that Nationwide Building Society didn’t reimburse her after she told it she’d fallen victim to a scam. Background In 2023, Mrs H made an investment in a company that I'll refer to as Company A. She says she wasn’t actively seeking investment o... (6 pages)View decision -
Decision Reference DRN-5607096
20 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5607096 The complaint Miss M has complained that Bank of Scotland plc trading as Halifax failed to process chargeback requests she made in relation to a number of disputed transactions. She also believes the bank failed to offer her sufficient support as a vulnerable consumer. Back... (4 pages)View decision -
Decision Reference DRN-5537881
20 Jun 2025 Sumup Payments Limited Not upheldBanking and PaymentsDRN-5537881 The complaint Mr K complains that SumUp Payments Limited have unreasonably closed his business’ merchant services account and withheld the funds. He’d like the funds released and £10,000 compensation. What happened Mr K’s business, C, held an account with SumUp to provide p... (3 pages)View decision -
Decision Reference DRN-5275499
20 Jun 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5275499 The complaint Mr S is unhappy that a car supplied to him under a finance agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) was of unsatisfactory quality. Mr S is represented in the complaint by Mrs S but for ease of reading I will... (3 pages)View decision -
Decision Reference DRN-5638057
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5638057 The complaint Mr and Mrs M complain that Barclays Bank UK Plc didn’t do enough to prevent them losing money to what they say was a scam. Mr and Mrs M have used a representative to bring their complaint. But, for ease of reading, I’ll mostly just refer to Mr M, where I mean ... (3 pages)View decision -
Decision Reference DRN-5614386
20 Jun 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5614386 The complaint Mrs J is a sole trader trading as J. She complains HCC International Insurance Company Plc turned down a claim she made on its business interruption insurance policy. What happened Mrs J owns a property which comprises three units. Two are used as holiday lets... (4 pages)View decision
