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-4630777
21 Feb 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4630777 The complaint Mr J has complained that Inter Partner Assistance SA (IPA) should pay more for a claim he made on the travel insurance policy he has linked to his bank account. What happened In August 2023, Mr J lost his car keys whilst in Europe. He then did a round trip via Eur... (3 pages)View decision -
Decision Reference DRN-4605353
21 Feb 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4605353 The complaint Mr C complains Nationwide Building Society didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr C has several accounts with Nationwide and has been a customer of theirs since 2013. Mr C says he received a friend request on a ... (3 pages)View decision -
Decision Reference DRN-4637257
21 Feb 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4637257 The complaint Ms G complains that American Express Services Europe Limited (“American Express”) is holding her liable for a credit card she says she didn’t apply for. She says she’s also unhappy that an address she has no connection to is appearing on her credit file in relatio... (3 pages)View decision -
Decision Reference DRN-4603171
21 Feb 2024 Covea Insurance plc Not upheldInsuranceDRN-4603171 The complaint Mr B complains about Covea Insurance plc’s (“Covea”) liability decision following a claim against his car insurance policy. What happened Mr B says Covea made him aware of a claim being made against his policy by a third-party driver. Mr B says there was no collis... (3 pages)View decision -
Decision Reference DRN-4414438
21 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4414438 The complaint Miss K complains U K Insurance’s (trading as NIG) proposed settlement of her property insurance claim is unfair. Miss K’s been represented for the claim and complaint. For simplicity I’ve referred to the representative’s actions as being Miss K’s own. For the sam... (3 pages)View decision -
Decision Reference DRN-4514797
21 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4514797 The complaint A company, which I’ll refer to as B, complains that Monzo Bank Ltd won’t refund a payment it didn’t make. Mr and Mrs W, who are directors of B, bring the complaint on B’s behalf. What happened The details of this complaint are well known to both parties, so I will... (2 pages)View decision -
Decision Reference DRN-4301251
21 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4301251 The complaint Ms T complains that Santander UK Plc won’t allow a third party to exchange old £20 notes on her behalf. What happened Ms T had a current account with Santander for some years. Health issues meant Ms T was unable to leave her home and had a live-in carer. Ms T cont... (4 pages)View decision -
Decision Reference DRN-4449600
21 Feb 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4449600 The complaint Mr S and Ms D have complained about the early repayment charge (“ERC”) they incurred when they redeemed their mortgage with Barclays Bank UK PLC. They feel it is unfair that such a large ERC was charged when their fixed rate mortgage product was so close to the en... (4 pages)View decision -
Decision Reference DRN-4636982
21 Feb 2024 Lendable Ltd UpheldConsumer CreditDRN-4636982 The complaint Miss A complains that Lendable Ltd is holding her liable for the debt on a loan which she says she neither applied for nor knew about. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary... (3 pages)View decision -
Decision Reference DRN-4417238
21 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4417238 The complaint Mr and Mrs H complain that Vacation Finance Limited, trading as VFL Finance Solutions, won’t refund to them the money that they paid for some holiday club membership credits. They’re being represented in their complaint by a claims management company. What happene... (6 pages)View decision
