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-4786742
9 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4786742 The complaint Miss W is unhappy that Santander UK Plc (Santander) didn’t pursue her chargeback dispute, in respect of a purchase she made on her debit card. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said... (4 pages)View decision -
Decision Reference DRN-4743607
9 May 2024 U K Insurance Limited UpheldInsuranceDRN-4743607 The complaint Mr G complains about how U K Insurance Limited trading as Churchill (“UKI”) assessed his car’s value when it was written off in a claim under his car insurance policy. What happened Mr G had a motor insurance policy with UKI covering his car. His car was parked wh... (3 pages)View decision -
Decision Reference DRN-4539370
9 May 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4539370 The complaint Mr G is unhappy about the service he has received from TSB UK Plc (“TSB”). In particular, he is unhappy about the ongoing issues he’s had regarding his bank statements which at times include missing days and transactions. What happened Mr G has a bank account with... (3 pages)View decision -
Decision Reference DRN-4744311
9 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4744311 The complaint Mr and Mrs S complain that Santander UK Plc trading as Cahoot failed to provide them with account closing statements when it closed their accounts. What happened Mr and Mrs S say they accept that Cahoot was entitled to close their accounts in 2023 but say it faile... (2 pages)View decision -
Decision Reference DRN-4748079
9 May 2024 Medicash Health Benefits Limited Not upheldInsuranceDRN-4748079 The complaint Mrs A complains about Medicash Health Benefits Limited’s handling of her medical insurance claim. What happened Mrs A holds a policy with Medicash through her employer which pays cash towards certain medical costs for her and her children. She made a claim after h... (2 pages)View decision -
Decision Reference DRN-4768506
9 May 2024 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-4768506 The complaint Ms M complains FUND OURSELVES LIMITED trading as Fund Ourselves gave her a loan which she couldn’t afford to repay. Ms M also says she tried to withdraw from the loan agreement but Fund Ourselves wouldn’t provide a settlement figure. What happened Ms M was grante... (5 pages)View decision -
Decision Reference DRN-4770835
9 May 2024 AWP P&C S.A. UpheldInsuranceDRN-4770835 The complaint Miss K is unhappy with the service she received from AWP P&C SA when she claimed on her travel insurance policy. What happened Miss K had to cancel two holidays due to a bereavement in the family. She’s unhappy because she says that AWP failed to settle the cl... (2 pages)View decision -
Decision Reference DRN-4711779
9 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4711779 The complaint A business partnership, which I’ll refer to as ‘A’, is unhappy with the service it received from National Westminster Bank Plc (“NatWest”) surrounding its Bounce Back Loan (“BBL”). A’s complaint is brought to this service by one of A’s partners, whom I’ll refer to... (4 pages)View decision -
Decision Reference DRN-4694864
9 May 2024 Advisory Insurance Brokers Limited Not upheldInsuranceDRN-4694864 The complaint Mr G complains that Advisory Insurance Brokers Limited (AIBL) sold him an incorrect policy for his park home. Mr G is concerned that in the event that he might have needed to make a claim on his policy, it would not have provided the cover. What happened Mr G firs... (3 pages)View decision -
Decision Reference DRN-4569686
9 May 2024 HDI Global Specialty SE UpheldInsuranceDRN-4569686 The complaint Mr and Mrs W complain about HDI Global Specialty SE’s handling of their buildings insurance claim. Any reference to HDI includes the actions of its agents. What happened Mr and Mrs W hold buildings insurance cover with HDI. In January 2023, they discovered an esca... (3 pages)View decision
