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 370904 results
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Decision Reference DRN-4920709
23 Jul 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4920709 The complaint Mrs H has complained that Casualty & General Insurance Company (Europe) Ltd (CGICE) has rejected a claim she made on her pet insurance policy on the ground that the claim was for a pre-existing condition and therefore excluded from cover. I have previously... (4 pages)View decision -
Decision Reference DRN-4925342
23 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4925342 The complaint Mr M is unhappy with how Santander UK Plc (“Santander”) handled a quality of service claim he made to them What happened Mr M took his car to a garage I shall call “S” on 30 May 2023 for a diagnostic check after it suffered from oil leakage as well as smoke emi... (4 pages)View decision -
Decision Reference DRN-4924738
23 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4924738 The complaint Mr and Ms W complain that Lloyds Bank Plc won’t reimburse them after they believe they fell victim to a scam. What happened On 24 June 2024 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence a... (7 pages)View decision -
Decision Reference DRN-4922582
23 Jul 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4922582 The complaint Mr M complains about the quality of a car he got using a conditional sale agreement with Santander Consumer (UK) Plc and how he was treated, when the agreement was ended. What happened In November 2021, Mr M took out a conditional sale agreement with Santander ... (7 pages)View decision -
Decision Reference DRN-4623341
23 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4623341 The complaint Mr P has complained that he inadvertently changed his packaged account, thereby removing his travel insurance cover whilst he was overseas. Mr P says that this was caused by Revolut Ltd (“Revolut”) app not being clear enough and that it is designed in a way tha... (3 pages)View decision -
Decision Reference DRN-4633867
23 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4633867 The complaint Ms Y has complained that National Westminster Bank Plc unfairly charged her interest and provided her with poor customer service. What happened Ms Y made a transaction using her NatWest card, and was charged interest as if it were a cash transaction. She querie... (1 page)View decision -
Decision Reference DRN-4792164
23 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4792164 The complaint Mr G is unhappy that Lloyds Bank PLC hasn’t refunded him after he reported falling victim to a scam. What happened Mr G heard a radio advert for an opportunity to invest in a company (I’ll refer to it as B) which leased cars. The premise was that his investment... (5 pages)View decision -
Decision Reference DRN-4847126
23 Jul 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4847126 The complaint Mr H complains that Accord Mortgages Limited made a report about him to CIFAS, a fraud prevention database, in connection with a mortgage application. What happened Mr H applied for a mortgage with Accord in 2022. Having considered his application Accord decide... (2 pages)View decision -
Decision Reference DRN-4895912
23 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4895912 The complaint Mr B has complained about esure Insurance Limited. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy. What happened Mr B made a claim under his motor insurance policy and his car wa... (2 pages)View decision -
Decision Reference DRN-4904680
23 Jul 2024 Santander UK Plc Not upheldInsuranceDRN-4904680 The complaint Mr T has complained that Santander UK Plc paid the redress from his payment protection insurance (PPI) complaint to the Official Receiver (OR) instead of directly to him. What happened Mr T took out PPI with a loan in 2002. In 2020, Santander accepted his comp... (2 pages)View decision
