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-4883306
8 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4883306 The complaint Mr N complains that Bank of Scotland plc trading as Halifax won’t refund his overdraft charges that he’s paid over the last six years. What happened Mr N has two current accounts with Halifax, one with a £1,000 arranged overdraft, and another one with a £550 ov... (2 pages)View decision -
Decision Reference DRN-4996231
8 Oct 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4996231 The complaint Mrs T has complained that Domestic & General Insurance Plc (D&G) unfairly declined a claim under an appliance warranty. What happened Mrs T contacted D&G to arrange a repair for her washing machine. She said the spin cycle was very loud. When the e... (2 pages)View decision -
Decision Reference DRN-5067552
8 Oct 2024 Intrum Mortgages UK Finance Limited UpheldMortgagesDRN-5067552 The complaint Mr and Mrs W complain about the way that Intrum Mortgages UK Finance Limited trading as Mars Capital dealt with a request for a discounted payment offer. What happened In 2007, Mr and Mrs W took out a secured loan over a term of 25 years. The loan is now owned ... (3 pages)View decision -
Decision Reference DRN-5066889
8 Oct 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5066889 The complaint Ms H complains that Inter Partner Assistance SA (IPA) has turned down a medical expenses claim she made on a travel insurance policy. What happened Ms H held an annual travel insurance policy which provided European cover. In July 2023, Ms H was abroad in a cou... (4 pages)View decision -
Decision Reference DRN-4996620
8 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4996620 The complaint Mr F complains that HSBC UK Bank Plc trading as first direct would not process a transfer of £20 for him over the phone. What happened Mr F attempted to transfer £20 over the phone with First Direct to another person. He says he was asked by the call handler wh... (2 pages)View decision -
Decision Reference DRN-4403213
8 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4403213 The complaint Mr and Mrs K have complained about the way Shawbrook Bank Ltd responded to claims they’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”). What happened Mr and Mrs K bought a solar panel system (“the system”) from a supplier I’ll call... (2 pages)View decision -
Decision Reference DRN-5027499
8 Oct 2024 Retirement Line Limited UpheldPensions and AnnuitiesDRN-5027499 The complaint Mr D complains that Retirement Line Limited (RLL) caused avoidable delays to his annuity application, leading to him securing a less favourable annuity rate. He wants compensation for his losses and for the distress and inconvenience caused. Mr D has previously... (10 pages)View decision -
Decision Reference DRN-4963635
8 Oct 2024 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. UpheldInsuranceDRN-4963635 The complaint Mr F has complained about the way Telefonica Seguros y Reaseguros Compania Aseguradora S.A.I., trading as Telefonica Insurance UK Branch, (“Telefonica”) dealt with a claim he made under his mobile phone insurance policy. What I’ve decided – and why I’ve consid... (2 pages)View decision -
Decision Reference DRN-5066665
8 Oct 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5066665 The complaint Mr M complains that American Express Services Europe Limited (AESEL) trading as American Express have not honoured a promotional incentive that he’s met the conditions for. What happened Mr M says that he was approved for an Amex card which provided 50,000 poin... (2 pages)View decision -
Decision Reference DRN-5028792
8 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5028792 The complaint Mr L complains that Santander UK Plc’s mobile banking application (app) didn’t work following an upgrade. What happened Mr L says there was a system glitch after Santander updated its app and he was prevented from processing a credit card payment. And that whe... (2 pages)View decision
