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-4800418
17 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4800418 The complaint Mr V complains that NewDay Ltd trading as Aqua had an error with their payments system. What happened Mr V says that on 21 October 2023, he tried making a payment towards his credit card via the Aqua application (app), choosing the option to pay via open banking. ... (3 pages)View decision -
Decision Reference DRN-4801058
17 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4801058 The complaint Mr S complains that Santander UK Plc recorded missed payments on his account even though he was making the payments agreed under his repayment plan and that it hasn’t provided the service and support it should have. Mr S wants an apology for the events that have a... (3 pages)View decision -
Decision Reference DRN-4518508
17 May 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4518508 The complaint Ms B complains Liverpool Victoria Insurance Company Limited [“LV”] has unfairly declined a claim she’s made on her buildings insurance policy following subsidence at a property she owns. What happened Ms B is represented by a third party in bringing this claim. Re... (3 pages)View decision -
Decision Reference DRN-4777615
17 May 2024 Wakam UpheldInsuranceDRN-4777615 The complaint Mr E complains about how Wakam dealt with a claim he made on his car insurance policy after he was involved in an accident. What happened Mr E has a car insurance policy with Wakam. Unfortunately, in January 2023 Mr E was involved in an accident so... (3 pages)View decision -
Decision Reference DRN-4737717
17 May 2024 Amtrust Europe Limited UpheldInsuranceDRN-4737717 The complaint Ms A and Mrs A are unhappy with what Amtrust Europe Limited did after they made a claim on their landlord legal expenses insurance policy. Although the policy is in joint names, as the complaint has been brought by Mrs A, I’ll refer to her in this decision. What h... (4 pages)View decision -
Decision Reference DRN-4721191
17 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4721191 The complaint Mr L complains that Bank of Scotland PLC trading as Halifax won’t refund a payment he had made in error to a company (E). What happened In September 2023 Mr L made an online payment to E, of £2,000. He had made several previous payments to them. He says this was a... (2 pages)View decision -
Decision Reference DRN-4801092
17 May 2024 Openwork Limited UpheldMortgagesDRN-4801092 The complaint Mr M is unhappy as he feels an appointed representative of Openwork Limited trading as The Openwork Partnership (Openwork), committed him to a fixed interest rate product for five years with his lender, without his authority. Mr M says he was not provided with a c... (9 pages)View decision -
Decision Reference DRN-4801529
17 May 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4801529 The complaint Mr A complains that MBNA Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: In Nov... (3 pages)View decision -
Decision Reference DRN-4782807
17 May 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4782807 The complaint Mr L complains that Starling Bank Limited won’t refund the money he lost when he was the victim of a scam. What happened In October 2023, Mr L says he received a number of text messages from someone offering him a remote working, part-time job. As he was looking f... (3 pages)View decision -
Decision Reference DRN-4730458
17 May 2024 Connells Limited Not upheldMortgagesDRN-4730458 The complaint Mr H complains that Connells Limited said it would charge him an administration fee to give mortgage advice, despite having paid a lifetime broker fee. What happened In 2014, Mr H received mortgage advice from Connells. At that time he paid a £399 fee for “Connell... (2 pages)View decision
