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 363925 results
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Decision Reference DRN-5277406
7 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5277406 The complaint Miss T complains about the way National Westminster Bank Plc treated her in relation to a personal guarantee for the debts of her company. What happened Miss T complains about the way National Westminster Bank Plc treated her in relation to a personal guarante... (3 pages)View decision -
Decision Reference DRN-4541931
7 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4541931 The complaint Mr H complains about Bank of Scotland plc trading as ‘Halifax’. He says that he has fallen victim to a scam and would like Halifax to refund him the money he has lost as a result. What happened Mr H says that he has fallen victim to a scam investment with ‘B’ w... (3 pages)View decision -
Decision Reference DRN-5242580
7 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5242580 The complaint Mr H made a claim on his Royal & Sun Alliance Insurance Limited (‘RSA’) pet insurance policy, which RSA declined. Mr H says RSA treated him unfairly. What happened In June 2024, Mr H’s pet insurance policy with RSA started to run. He made a claim on the pol... (2 pages)View decision -
Decision Reference DRN-5038740
7 Mar 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5038740 The complaint Mr and Mrs S have complained that eBay Commerce UK Ltd (eBay) would not release money Mrs S had received from selling an item on eBay’s marketplace, until Mrs S provided photo ID. What happened After selling an item on eBay’s marketplace, the money from the sal... (3 pages)View decision -
Decision Reference DRN-5343244
7 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5343244 The complaint Mr A is unhappy that Santander UK Plc wouldn’t pre-authorise a transaction that he wanted to make, or that Santander didn’t initially register his complaint about the matter as a formal complaint. What happened Mr A wanted to make a purchase from an overseas ve... (2 pages)View decision -
Decision Reference DRN-5380559
7 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5380559 The complaint Mr R complains about the way SMFL dealt with his claim that a car it supplied to him under a hire purchase agreement wasn’t of satisfactory quality. What happened Mr R entered into a hire purchase agreement for a vehicle on 29 May 2023. Before collection of the... (6 pages)View decision -
Decision Reference DRN-5311670
7 Mar 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5311670 The complaint Miss M complains that Allianz Insurance Plc mishandled her pet insurance policy. What happened Miss M had three pet cats insured on a policy with Allianz. The yearly premium was from October each year as follows: 2021 £ 739.07 2022 £ 821.49 2023 £1,022... (2 pages)View decision -
Decision Reference DRN-5381178
7 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5381178 The complaint Mrs F complains, thorough her representatives, that Options UK Personal Pensions LLP (“Options”) previously Carey Pensions UK - didn’t carry out adequate due diligence as regards her Self-Invested Personal Pension (SIPP). What happened Although Mrs F is represe... (19 pages)View decision -
Decision Reference DRN-5292981
7 Mar 2025 West Bay Insurance Plc UpheldInsuranceDRN-5292981 The complaint Mr J complains that West Bay Insurance Plc unfairly declined a claim under his pet insurance policy. Where I refer to West Bay, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed backgroun... (4 pages)View decision -
Decision Reference DRN-5274359
7 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5274359 The complaint Mr and Mrs C complain that National Westminster Bank Plc (“NatWest”) won’t refund the money they lost when they fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr and Mrs C made a further ... (7 pages)View decision
