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 360982 results
-
Decision Reference DRN-4785138
27 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4785138 The complaint Mr and Mrs G complain that Santander UK Plc will not refund the money they say they lost to a scam. Mr and Mrs G are represented in this complaint by a solicitor, but for simplicity I will refer to Mr and Mrs G throughout this decision, even when referencing w... (3 pages)View decision -
Decision Reference DRN-4723162
27 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4723162 The complaint Mr G complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What happened The background of this ... (10 pages)View decision -
Decision Reference DRN-5248937
27 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5248937 The complaint Mrs L complains about the decision of Admiral Insurance (Gibraltar) Limited that some damage to her car is unrelated to an accident for which she is claiming under her motor insurance policy. What happened The rear of Mrs L’s car was hit by another vehicle whil... (2 pages)View decision -
Decision Reference DRN-5350692
27 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5350692 The complaint Mr J has complained that National Westminster Bank Plc (“NatWest”) mis-sold him a fee- paying Reward Black packaged bank account in February 2019. Mr J said that he was told that he had to get the account in order to take out an overdraft. Mr J said that his ea... (3 pages)View decision -
Decision Reference DRN-5294637
27 Feb 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5294637 The complaint Mr A complains that Haven Insurance Company Limited (‘Haven’) unfairly increased his motor insurance premiums following an accident that wasn’t his fault. What happened Mr A had a specialist motor insurance policy with Haven. In December 2022, he was involved i... (2 pages)View decision -
Decision Reference DRN-5299614
27 Feb 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5299614 The complaint Miss J says Shop Direct Finance Company Limited (“Shop Direct”) irresponsibly granted her two accounts, each with a running credit facility. What happened This complaint is about two Very catalogue accounts provided by Shop Direct to Miss J. The first account ... (4 pages)View decision -
Decision Reference DRN-5316782
27 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5316782 The complaint Ms A complaints esure Insurance Limited (esure) are holding her responsible for an accident after she made a claim under her motor insurance policy. She also complains about the amount it has paid to settle her claim and the service she received. What happened ... (4 pages)View decision -
Decision Reference DRN-5351558
27 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5351558 The complaint Miss R complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this compla... (7 pages)View decision -
Decision Reference DRN-5052212
27 Feb 2025 National House-Building Council Not upheldInsuranceDRN-5052212 The complaint Mr R complains National House Building Council failed to investigate his building warranty claim properly. What happened In 2021 Mr R made a claim against his NHBC building warranty policy. He reported darkening of plyboard below a parapet gutter. NHBC investi... (3 pages)View decision -
Decision Reference DRN-5359686
27 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5359686 The complaint A company, which I will refer to as M, complains that Barclays Bank UK Plc closed its bank account without giving notice. What happened M’s representatives told us: They were aware that Barclays began carrying out a Know Your Customer (KYC) review of M’s ac... (5 pages)View decision
