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-5021810
27 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5021810 The complaint Miss R complains about the way Santander UK Plc handled a claim she made to it. What happened I won’t repeat all the background information, which is already known to the parties concerned – it reflects my informal remit. Miss R purchased dental aligner treatme... (2 pages)View decision -
Decision Reference DRN-4910643
27 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4910643 The complaint Mr B and Ms S have complained about how Monzo Bank Ltd handled their chargeback claim. What happened Mr B and Ms S raised a chargeback through Monzo. This succeeded, and they received a full refund. However, they are unhappy about how the matter was handled. Th... (1 page)View decision -
Decision Reference DRN-5376791
27 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5376791 The complaint Mr C complains that Accredited Insurance (Europe) Ltd (“Accredited”) offered an unfair settlement for a claim made under his home insurance policy following a theft. Any reference to Accredited in this decision includes its appointed agents and representatives.... (3 pages)View decision -
Decision Reference DRN-5403127
27 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5403127 The complaint Mr D complains that Aviva Insurance Limited declined to pay a claim he made on his caravan insurance policy. Mr D is represented by Miss B and I’m aware she’s been heavily involved in the claim and subsequent complaint. But as Mr D is the policy holder, I’ll r... (2 pages)View decision -
Decision Reference DRN-5111161
27 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5111161 The complaint Mr E has complained about the way Aviva Insurance Limited (‘Aviva’) handled his claim and request for medical assistance whilst abroad. What happened Mr E has a travel insurance policy, underwritten by Aviva. He went abroad and unfortunately became unwell so he... (3 pages)View decision -
Decision Reference DRN-5431099
27 Mar 2025 One Insurance Limited UpheldInsuranceDRN-5431099 The complaint Miss V has complained about the amount One Insurance Limited offered for a claim she made under her motor insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Miss V took out motor insuran... (5 pages)View decision -
Decision Reference DRN-4996644
27 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-4996644 The complaint Mr W has complained that Lendable Ltd hasn’t refunded him money lost when he was scammed. What happened In January 2024, a loan application for £6,000 was made through Clearscore, and a loan was granted by Lendable. The application used Mr W’s genuine details, ... (2 pages)View decision -
Decision Reference DRN-5352874
27 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5352874 The complaint X’s complaint is about a credit card the \ ha Ye with HSBC UK Bank Plc. 7he \ ha Ye said that HSBC acted irresponsibly in accepting their application and in subsequently increasing the credit limit as the \ don’t think that it did sufficient checks. This was beca... (5 pages)View decision -
Decision Reference DRN-5388094
27 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5388094 The complaint Mr P complains that Advantage Insurance Company Limited (“Advantage”) declined a claim and cancelled his motor insurance policy because it thought he’d acted fraudulently. When I mention Advantage I also mean its suppliers and engineers. What happened Mr P had ... (3 pages)View decision -
Decision Reference DRN-4886124
27 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-4886124 The complaint Mr B complains that Zempler Bank Limited took too long to review his account and blocked him from using it during the 60-day notice period they gave when they decided to close his account. What happened On 10 January 2024 Mr B received an email from Zempler Ba... (3 pages)View decision
