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 363152 results
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Decision Reference DRN-5026401
8 Oct 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-5026401 The complaint Miss D has complained that Astrenska Insurance Limited declined a claim she made on a travel insurance policy. What happened Miss D was undertaking a trip that entailed taking the Eurostar in December 2023. However, the train was cancelled shortly before depar... (2 pages)View decision -
Decision Reference DRN-4839685
8 Oct 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4839685 The complaint Miss C is unhappy with how Startline Motor Finance Limited dealt with the termination of a hire purchase agreement she had with them. What happened In May 2022, Miss C was supplied with a used car through a hire purchase agreement with Startline. She paid a £2... (3 pages)View decision -
Decision Reference DRN-5064723
8 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5064723 The complaint Mr G complains that Santander UK Plc has unreasonably threatened to make two savings accounts of which he is a trustee dormant. And that it has unreasonably requested ID documentation in respect of his two children (as the beneficiaries). Further that it discri... (5 pages)View decision -
Decision Reference DRN-4856127
8 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-4856127 The complaint Mr R is unhappy with how U K Insurance Limited trading as Darwin (Darwin) handled his account after he cancelled his motor insurance policy. What happened Mr R renewed his motor insurance policy with Darwin in August 2023. In February 2024, for financial reaso... (2 pages)View decision -
Decision Reference DRN-5025826
8 Oct 2024 Forth Capital Advisers Limited Not upheldPensions and AnnuitiesDRN-5025826 The complaint Mr J complains that Forth Capital Advisers Limited provided him with inappropriate advice and incomplete information about his pension. What happened Mr J retained the services of Forth Capital to provide him with advice about his pension arrangements. Mr J do... (11 pages)View decision -
Decision Reference DRN-5024790
8 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5024790 The complaint T, a charity, complains about the service it received from Santander UK Plc when it tried to open an account. What happened T says that in June 2023 it approached Santander about opening an account. It says it explained that it wasn’t a registered charity, and ... (2 pages)View decision -
Decision Reference DRN-4697911
8 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4697911 The complaint Mr G complains HSBC UK Bank Plc is holding him liable for transactions he says he didn’t carry out or authorise. What happened Mr G had an account with HSBC which he says he barely used as he treated it like a savings account. His account was closed after he ra... (2 pages)View decision -
Decision Reference DRN-4925417
8 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4925417 The complaint Ms B complains that Monzo Bank Ltd won’t reimburse her after she fell victim to a job scam. Ms B is professionally represented in bringing her complaint to our service. However, for ease of reference, I’ll refer to all submissions as being made by Ms B directly... (6 pages)View decision -
Decision Reference DRN-5069451
8 Oct 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5069451 The complaint Mr S complains that his stolen laptop claim has been declined by Amtrust Europe Ltd. Mr S is being represented in this complaint, but for ease I’ll refer to him throughout, including where I comment on any arguments or submissions made on his behalf. Similarly,... (3 pages)View decision -
Decision Reference DRN-5000929
8 Oct 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5000929 The complaint Mrs K complains that AXA PPP Healthcare Limited has unfairly declined her claim under her private medical insurance policy. Mrs K has been represented throughout by a family member, however, for ease of reading I will only refer to Mrs K in this decision. Wha... (4 pages)View decision
