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
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Decision Reference DRN-4972728
27 Feb 2025 St Andrew's Insurance plc UpheldInsuranceDRN-4972728 The complaint Ms S complains about the way St Andrew’s Insurance Plc has handled a claim she made on her home insurance policy for damage caused by subsidence. Any reference to St Andrew’s includes its appointed agents. What happened In 2019 Ms S noticed damage in her home... (2 pages)View decision -
Decision Reference DRN-5321654
27 Feb 2025 Saveable Limited Not upheldBanking and PaymentsDRN-5321654 The complaint Miss L complains that Saveable Limited trading as Plum Money (“Plum Money”) wouldn’t allow her to make another transfer to her ISA for the 2023/2024 tax year when it was discovered the funding of her ISA wasn’t done correctly. What happened Miss L opened an IS... (3 pages)View decision -
Decision Reference DRN-5359952
27 Feb 2025 Medicash Health Benefits Limited UpheldInsuranceDRN-5359952 The complaint Mr B complains about how Medicash Health Benefits Limited handled a claim under his health cash plan policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons... (2 pages)View decision -
Decision Reference DRN-5298768
27 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5298768 The complaint Mr D complains that Vanquis Bank Limited irresponsibly lent to him. Mr D is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr D himself. What happe... (2 pages)View decision -
Decision Reference DRN-5319773
27 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5319773 The complaint A company, which I’ll refer to as W, complains that its business accounts with Metro Bank PLC were closed due to attempted fraud and its banking was offline for 22 days because of administrative errors. Miss O, who is a director of C, brings the complaint on W’... (3 pages)View decision -
Decision Reference DRN-4890265
27 Feb 2025 First Merchant Processing (Ireland) Limited UpheldBanking and PaymentsDRN-4890265 The complaint A company, which I'll refer to as C, complains that, due to a failure in the service provided by First Merchant Processing (Ireland) Limited (trading as AIB Merchant Services (AIBMS)), it wasn’t able to take payments from its customers online through one o... (4 pages)View decision -
Decision Reference DRN-4525619
27 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsThe complaint and what happened Mr V complains that Wise Payments Limited (“Wise”) won’t refund money he lost when he fell victim to a scam. He made three payments – a card payment and two transfers – in July and August 2023 to what he thought was an investment opportunity, but it turned o... (2 pages)View decision -
Decision Reference DRN-5320901
27 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5320901 The complaint Mr S complains about the service he received from Santander Bank Plc (“Santander”) when its automated systems flagged transactions for security checks. In particular, he is unhappy Santander didn’t have the staff available at branch to assist him with the secur... (4 pages)View decision -
Decision Reference DRN-5301634
27 Feb 2025 Vitality Health Limited Not upheldInsuranceDRN-5301634 The complaint Mr A complains about how Vitality Health Limited handled a claim under his private health insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons ... (2 pages)View decision -
Decision Reference DRN-4638288
27 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4638288 The complaint Mr S complains about a decision taken by Bank of Scotland plc trading as Halifax (Halifax) to not raise a chargeback claim on his behalf. What happened In May 2023 Mr S made a purchase for a service using his Halifax Mastercard credit card. In September 2023 M... (3 pages)View decision
