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 364422 results
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Decision Reference DRN-4615932
1 Mar 2024 Personal Assurance plc Not upheldInsuranceDRN-4615932 The complaint Mr A complains that Personal Assurance Plc (PA) hasn’t settled a claim he made on a personal hospital plan. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key events. Mr A held a pers... (3 pages)View decision -
Decision Reference DRN-4591361
1 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4591361 The complaint Mr T complains that Aviva Insurance Limited caused further damage to his car after it was taken for repairs following a claim made on his motor insurance policy. What happened Mr T was involved in an accident and Aviva took his car for repairs. But after the car w... (3 pages)View decision -
Decision Reference DRN-4533796
1 Mar 2024 Atom Bank PLC Not upheldBanking and PaymentsDRN-4533796 The complaint Mr Z complains Atom Bank PLC acted unfairly when it registered markers in his name after he was the victim of fraud. What happened Mr Z had an account with Atom Bank and accounts with another business who I’ll refer to as “H” in the rest of this decision. Mr Z say... (2 pages)View decision -
Decision Reference DRN-4554478
1 Mar 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4554478 The complaint Ms O complains American Express Services Europe Limited (AESEL) (American Express) unfairly considered her claim under section 75 of the Consumer Credit Act 1974 in relation to a hotel booking. What happened In January 2023, Ms O booked to stage at a ho... (3 pages)View decision -
Decision Reference DRN-4566339
1 Mar 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4566339 The complaint Ms W complains about how West Bay Insurance Plc (“West Bay”) handled a claim she made on her insurance policy following an accident that wasn’t her fault. West Bay is the underwriter of this policy, i.e. the insurer. Throughout the claim Ms W was d... (4 pages)View decision -
Decision Reference DRN-4448705
1 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4448705 The complaint Mr C is unhappy that Monzo Bank Ltd hasn’t refunded him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The details of this complaint have been laid out in detail by our Investigator and are well known to both parti... (3 pages)View decision -
Decision Reference DRN-4520250
1 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4520250 The complaint Mr and Mrs D complain that a product switch for their mortgage with Santander UK Plc (Santander) was not applied in line with what was agreed. They say this means they have ended up paying more interest than they should have done. What happened Mr and Mrs D’s fixe... (5 pages)View decision -
Decision Reference DRN-4542801
1 Mar 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4542801 The complaint Mr J complains about Ageas Insurance Limited’s (“Ageas”) handling of his claim under his car insurance policy. Mr J’s complaint has been brought by a representative. As Mr J is the policyholder, for ease of reference, I will refer to any actions taken, or comments... (4 pages)View decision -
Decision Reference DRN-4562810
1 Mar 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4562810 The complaint A company - F, complains that The Co-operative Bank Plc (Co-Op Bank) won’t refund the money it lost as a result of a scam. The complaint is brought on F’s behalf by its director, Mr L. What happened In late July 2023, Mr L was looking to buy a laptop for an employ... (6 pages)View decision -
Decision Reference DRN-4523964
1 Mar 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4523964 The complaint Miss A complains about how TSB Bank plc (“TSB”) handled a chargeback. What happened In January 2023, Miss A ordered an item from a third-party seller and paid £353 for this from her TSB bank account. Upon receiving the item, Miss A decided she wanted to return thi... (3 pages)View decision
