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 381194 results
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Decision Reference DRN-5217074
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5217074 The complaint Mr B holds/held an account with Santander UK Plc (“Santander”). Mr B’s complaint is about Santander’s refusal to reimburse him money he says he lost due to a scam. Mr B is represented by CEL Solicitors in this matter. However, where appropriate, I will refer ... (6 pages)View decision -
Decision Reference DRN-5155589
24 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5155589 The complaint Mrs D complained that Watford Insurance Company Europe Limited declined her claim under her motor insurance policy after her car was stolen. What happened Mrs D’s car was stolen and recovered damaged, and she claimed under her policy. Watford decided that her ... (3 pages)View decision -
Decision Reference DRN-5347333
24 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5347333 The complaint Mr R has complained about the service he has received from AXA Insurance UK Plc (AXA) in regard to the motor insurance policy he holds with them. What happened The details of what happened are well known to both parties, so I will just summarise them here: Mr... (2 pages)View decision -
Decision Reference DRN-5357521
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5357521 The complaint F complain Santander UK Plc (“Santander”) failed to use other communication channels and wasn’t flexible by extending the date of closure of their account when informing it the notification letter had been delivered to a neighbouring property. What happened The... (2 pages)View decision -
Decision Reference DRN-5283330
24 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5283330 The complaint Miss M complains about the way esure Insurance Limited (“esure”) handled a motor theft claim she made under her car insurance policy. What happened In February 2024, Miss M’s car was stolen. She reported the theft to her insurer, esure, and made a claim under h... (4 pages)View decision -
Decision Reference DRN-5251843
24 Mar 2025 Pockit Limited Not upheldBanking and PaymentsDRN-5251843 The complaint Mrs G has complained that Pockit Limited won’t refund transactions which she says she didn’t make or otherwise authorise. What happened In March 2024, Mrs G registered an Apple Pay token on her phone. She used this token for genuine spending, including at an on... (2 pages)View decision -
Decision Reference DRN-5030449
24 Mar 2025 CMC Markets UK plc Not upheldInvestmentsDRN-5030449 The complaint Mr K complained that CMC Markets UK plc (‘CMC’) wrongly closed all the positions in his spread betting account. He says that caused him a loss. What happened Mr K had a spread betting account with CMC which he opened in August 2010. In September 2023 CMC sent M... (5 pages)View decision -
Decision Reference DRN-5405987
24 Mar 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5405987 The complaint Mr J complains about Tesco Underwriting Limited’s (“Tesco”) valuation of his car following a claim under his car insurance policy. What happened Mr J says, following an accident, his car was written-off. Mr J wasn’t happy with the settlement being offered by T... (3 pages)View decision -
Decision Reference DRN-5362213
24 Mar 2025 Salary Finance Loans Limited UpheldConsumer CreditDRN-5362213 The complaint Mr S complains about issues caused by Salary Finance Loans Limited in collecting the payments due from him under a fixed sum loan agreement. What happened Mr S entered into a fixed sum loan agreement with Salary Finance Loans in May 2023 for a loan of £25,000. ... (3 pages)View decision -
Decision Reference DRN-5423420
24 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5423420 The complaint Ms H and Mr H complain HSBC UK Bank Plc (“HSBC”) closed their current accounts and did so without notice nor explanation. They’re also unhappy HSBC did this shortly after notifying them their overdraft limit would be reduced and reviewed again later. And that H... (5 pages)View decision
