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-5158577
20 Nov 2024 Euroins AD Not upheldInsuranceDRN-5158577 The complaint Mr and Mrs S complain because Euroins AD hasn’t paid their travel insurance claim. What happened Mr and Mrs S were insured under an annual travel insurance policy, provided by Euroins. Unfortunately, Mrs S was admitted to hospital on the day she and Mr S were d... (3 pages)View decision -
Decision Reference DRN-5132692
20 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5132692 The complaint Mrs D is unhappy that Nationwide Building Society won’t reimburse payments made by her eight-year-old son using her account. What happened In March 2024, Mrs D asked Nationwide to reimburse a series of payments that she’d noticed her young son had made while us... (2 pages)View decision -
Decision Reference DRN-5093152
20 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5093152 The complaint Mr L complains Monzo Bank Ltd (Monzo) didn’t provide him with any notice before it closed his bank account. What happened Mr L says he held a bank account with Monzo and without any notice he was told his bank account was being closed in January 2023. Mr L does... (2 pages)View decision -
Decision Reference DRN-5121782
20 Nov 2024 Saga Services Limited Not upheldInsuranceDRN-5121782 The complaint Mrs G complains about how Saga Services Limited (Saga).dealt with liability for a historical claim she made under her motor insurance policy with a previous insurer, leading to an increase in her premium. References to Saga in this decision include their agent... (3 pages)View decision -
Decision Reference DRN-5123377
20 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5123377 The complaint Mr T complains Santander UK plc (Santander) unfairly refused a payment for his travel home causing him severe inconvenience and upset. What happened Mr T says in late June 2024 Santander declined a payment for his bus fare following a medical appointment, which... (3 pages)View decision -
Decision Reference DRN-5134082
20 Nov 2024 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5134082 The complaint Ms F has complained that North Edinburgh and Castle Credit Union Limited (“Castle Credit”) acted irresponsibly when it approved her application for a loan in early 2023. Background Ms F applied for a £10,000 loan with Castle Credit in January 2023. She said the... (3 pages)View decision -
Decision Reference DRN-4547944
20 Nov 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4547944 The complaint Miss K complains that TSB Bank Plc (as the recipient bank) didn’t do enough to prevent her losing money to an alleged scam. Miss K has used a representative to bring her complaint. But for ease of reading, I’ll mostly just refer to Miss K herself where I also ... (2 pages)View decision -
Decision Reference DRN-5063828
20 Nov 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5063828 The complaint Mr W complains that Automobile Association Insurance Services Limited (AAISL) automatically renewed his motor insurance policy without his permission. What happened Mr W purchased a motor policy through a comparison website in March 2023 but said he was unawar... (3 pages)View decision -
Decision Reference DRN-5154128
20 Nov 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5154128 The complaint Mr M complains that Barclays Bank UK PLC unfairly withdrew his mortgage offer. Mr M wants compensation in line with the loss of the savings that would have been achieved had the mortgage offer proceeded. What happened Mr M wanted to consolidate his debts by tak... (5 pages)View decision -
Decision Reference DRN-4980947
20 Nov 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4980947 The complaint Mr W complains that St James’s Place Wealth Management PLC (SJP) wrongfully received payments from his pension. He says he would like all the payments returned, with interest. Mr W also complains that the statements he received weren’t clear and, as he had to c... (5 pages)View decision
