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 381196 results
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Decision Reference DRN-4808755
25 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4808755 The complaint Mr B and Mrs W have complained that Shawbrook Bank Limited (“Shawbrook”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under s.140A of the Consumer Credit Act 1974 (“CCA”) and (2) deciding against paying a claim u... (4 pages)View decision -
Decision Reference DRN-4886155
25 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4886155 The complaint Mr S complains Santander UK plc (Santander) took too long to refund money taken fraudulently from his bank account. What happened The background facts are well known to both parties, so I will only cover these briefly. All parties agree funds were fraudulen... (3 pages)View decision -
Decision Reference DRN-5025424
25 Oct 2024 The Co-operative Bank Plc Not upheldMortgagesDRN-5025424 The complaint Mr and Mrs W complain about the way that The Co-operative Bank Plc trading as Platform managed their request for a temporary switch from a repayment to an interest only mortgage. What happened Mr and Mrs W had a mortgage with Platform. On 30 January 2023, they ... (2 pages)View decision -
Decision Reference DRN-5104501
25 Oct 2024 Zurich Insurance Company Ltd UpheldInsuranceDRN-5104501 The complaint Ms E and Mr P complain that Zurich Insurance Company Ltd declined their travel insurance claim. My references to Zurich include its agents. What happened Ms E and Mr P had single trip travel insurance covering their extended trip. The insurer was Zurich. Ms E a... (5 pages)View decision -
Decision Reference DRN-5087452
25 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5087452 The complaint Miss B complains that Nationwide Building Society gave her incorrect information about an account switch incentive payment. What happened Miss B became aware that Nationwide was offering a £200 incentive payment to switch a current bank account to it. She swit... (2 pages)View decision -
Decision Reference DRN-4856264
25 Oct 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-4856264 The complaint Mr and Mrs B complain about changes to a clause in their home insurance policy, arranged through Arthur J Gallagher Insurance Brokers Limited (‘AJG’). Both Mr and Mrs B are named policyholders, so any claim or complaint is brought by them both. But for simplici... (3 pages)View decision -
Decision Reference DRN-4904646
25 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4904646 The complaint Mr L complains that Revolut Ltd won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of b... (5 pages)View decision -
Decision Reference DRN-5081848
25 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5081848 The complaint Miss A has complained that Admiral Insurance (Gibraltar) Limited unfairly and unreasonably held her to be 50% negligent for causing an accident. What happened Miss A was involved in an accident on a multi-lane roundabout or rather a large intersection. She sai... (3 pages)View decision -
Decision Reference DRN-5093843
25 Oct 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-5093843 The complaint Mr S complains that FirstRand Bank Limited trading as Motonovo Finance (“Motonovo”) didn’t check to make sure the hire purchase agreement was affordable for him. Mr S says that during the COVID-19 pandemic he also asked for a payment holiday, but he was only g... (5 pages)View decision -
Decision Reference DRN-5106120
25 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-5106120 The complaint C’s complaint is about a claim it made on his UKI business protection insurance policy. C says UKI treated it unfairly. C’s complaint is brought by Mr H, but I shall refer to all submissions as being C’s own for ease of reference. What happened Following a fire... (3 pages)View decision
