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 360264 results
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Decision Reference DRN-4554469
18 Jan 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4554469 The complaint Mr F complains that Great Lakes Insurance SE rejected a claim on his landlord’s insurance policy for damage caused by his tenants. Where I refer to Great Lakes Insurance SE, this includes its agents and claims handlers acting on its behalf. What happened Mr F owns... (4 pages)View decision -
Decision Reference DRN-4553272
18 Jan 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4553272 The complaint Mr T complains that The Royal bank of Scotland Plc (RBS) has failed to make reasonable adjustments for his disability, meaning he has been unable to properly use his account. What happened Mr T has on many occasions made transfers from his RBS account to another a... (4 pages)View decision -
Decision Reference DRN-4214758
18 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4214758 The complaint Mr A complains that Santander UK Plc (“Santander”) have failed to refund the money he lost as part of an investment scam. Mr A has a representative but for ease of reading I will mainly just refer to Mr A. What happened The details of this complaint are well known... (3 pages)View decision -
Decision Reference DRN-4529328
18 Jan 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4529328 The complaint Mr J has complained that HSBC UK Bank Plc acted irresponsibly when it provided him with two high value personal loans in 2019. He also believes it has failed in its obligations to adequately support him as a vulnerable consumer. Background Mr J is a compulsive gam... (5 pages)View decision -
Decision Reference DRN-4520965
18 Jan 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4520965 The complaint Mr N complains that Monzo Bank Ltd (“Monzo”) failed to protect his account and refund transactions he didn’t make. What happened What Mr N says Mr N contacted Monzo and advised them that he wanted to report a number of transactions relating to a specific merchant ... (4 pages)View decision -
Decision Reference DRN-4513621
18 Jan 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4513621 The complaint Mrs W complains about how Acromas Insurance Company Limited (“Acromas”) handled a claim under her motor insurance policy. When I mention Acromas I also mean its suppliers and repairers. What happened Mrs W had a motor insurance policy with Acromas covering her car... (3 pages)View decision -
Decision Reference DRN-4508835
18 Jan 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4508835 The complaint Miss M complains that The Royal Bank of Scotland Plc (“RBS”) failed to refund a transaction she didn’t recognise. What happened Miss M became aware that a large (£1,700) bank transfer had been made from her account that she didn’t recognise. She contacted RBS abou... (4 pages)View decision -
Decision Reference DRN-4369996
18 Jan 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4369996 The complaint Mr N complains about how Santander Consumer (UK) Plc, trading as Volvo Car Financial Services (who I’ll call VCFS), handled a parking fine for a car he was financing through them. What happened The details of this complaint are well known to both parties, so I won... (2 pages)View decision -
Decision Reference DRN-4524872
18 Jan 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4524872 The complaint Mr A complains that NewDay Ltd trading as Aqua (“Aqua”) failed to refund transactions he didn’t recognise. What happened What Mr A says Mr A explained that he noticed a series of transactions had been made using his Aqua credit card that he didn’t recognise. He w... (3 pages)View decision -
Decision Reference DRN-4552676
18 Jan 2024 Allianz Insurance Plc Not upheldInsuranceDRN-4552676 The complaint Ms M complains that Allianz Insurance Plc (Allianz) didn’t clearly notify her of a change in her cover resulting in a declined claim for her dog, under her pet insurance policy. What happened Ms M’s dog was diagnosed with cruciate ligament disease in the right hin... (3 pages)View decision
