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 366874 results
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Decision Reference DRN-5130326
7 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5130326 The complaint Mrs W complains that Santander UK Plc hasn’t refunded her after she fell victim to an investment scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise key events here. Mrs W found an apparent investment o... (5 pages)View decision -
Decision Reference DRN-5131357
7 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5131357 The complaint Mr H complains about the way Advantage Insurance Company Limited quoted and handled a change on his motor insurance policy. This complaint involves the actions of agents for whom Advantage is responsible. Any reference to Advantage includes its agents. What h... (3 pages)View decision -
Decision Reference DRN-5027104
7 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5027104 The complaint Mr C complains about how Admiral Insurance (Gibraltar) Limited handled a claim made on his motor insurance policy. What happened Mr C’s car was damaged by another driver in a car park. The other driver’s insurer accepted liability and Mr C made a claim to Admi... (3 pages)View decision -
Decision Reference DRN-5087560
7 Nov 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5087560 The complaint Mr L complains that MBNA Limited has charged him interest on his credit card despite making payments to clear the retail purchases on the account. What happened Mr L entered into a credit card agreement with MBNA in November 2023. The credit card had an introdu... (3 pages)View decision -
Decision Reference DRN-4799671
7 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4799671 The complaint Mr W complains that Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (Novuna) charged him for excess mileage when it had agreed that it wouldn’t do so. He would like the excess mileage fee waived. What happened The details of this complaint are... (2 pages)View decision -
Decision Reference DRN-5088132
7 Nov 2024 BUPA Insurance Limited Not upheldInsuranceDRN-5088132 The complaint Mr P is unhappy that BUPA Insurance Limited (BUPA) declined his private medical insurance claim. What happened Mr P has a private medical insurance policy with BUPA. In 2018, Mr P started to experience symptoms which were then diagnosed, in 2021, as Essential T... (4 pages)View decision -
Decision Reference DRN-4788778
7 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4788778 The complaint Miss R complain that Santander UK Plc has not refunded the money she lost to what she believes was a scam. What happened Miss R had been through a very difficult period, personally and financially. Someone she knew suggested that they could help her to earn ba... (3 pages)View decision -
Decision Reference DRN-5131347
7 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5131347 The complaint Mr C complains that AXA Insurance UK Plc unfairly declined a claim he made under his home insurance (buildings) policy. He’s also unhappy that AXA wouldn’t help him make a claim against the insurer of the third-party driver who damaged his property. AXA is the... (7 pages)View decision -
Decision Reference DRN-4974738
7 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4974738 The complaint Mr D complains that Santander UK Plc won’t refund the money he says he lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of what happened here. Mr C engaged the servic... (3 pages)View decision -
Decision Reference DRN-4607530
7 Nov 2024 Tesco Personal Finance PLC Not upheldConsumer CreditDRN-4607530 The complaint Mr C has complained that Tesco Personal Finance PLC (‘Tesco PF’) unfairly turned down his claim made under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened On 27 July 2018 (the ‘Time of Sale’) Mr C bought membership of a timeshare from a ti... (3 pages)View decision
