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 369227 results
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Decision Reference DRN-5353682
28 Apr 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5353682 The complaint Mrs A and Mr G complain that Zurich Insurance Company Ltd has turned down a medical expenses claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I t... (6 pages)View decision -
Decision Reference DRN-5475301
28 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5475301 The complaint Mrs B complained that Santander UK Plc (‘Santander’) unjustifiably blocked her savings account and then failed to accommodate her disabilities when she attempted to go through security to have the block removed. Mrs B brought her complaint via a representative... (4 pages)View decision -
Decision Reference DRN-5094008
28 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5094008 The complaint Mr P is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the money he says he lost as part of a scam. What happened Mr P says he searched on the internet for someone who could replace his car audio system. He found a local... (3 pages)View decision -
Decision Reference DRN-5492035
28 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5492035 The complaint Miss B complains that Santander UK Plc failed to properly pursue a chargeback and rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened Miss B attended a free online seminar on investing and she signed up for an online course with... (3 pages)View decision -
Decision Reference DRN-5432818
28 Apr 2025 First Central Underwriting Limited UpheldInsuranceDRN-5432818 The complaint Mr E has complained that First Central Underwriting Limited damaged his car when it was repairing it under his motor policy following a claim for malicious damage. What happened Mr E’s car was broken into by vandals and damaged. So, he made a claim to First Ce... (3 pages)View decision -
Decision Reference DRN-5504318
28 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5504318 The complaint Mr C has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a home insurance policy. What happened Mr C contacted Aviva to make a claim for an escape of water. He later complained to Aviva about the behaviour of a claim handler and t... (5 pages)View decision -
Decision Reference DRN-5512254
28 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5512254 The complaint Mr K is unhappy with how Clydesdale Bank Plc trading as Virgin Money (‘Virgin’), handled requests for two credit card transactions to be refunded. What happened In April 2024 Mr K booked bus tickets, from a company I’ll call ‘Q’, on his Virgin credit card for ... (3 pages)View decision -
Decision Reference DRN-5507557
28 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5507557 The complaint Mr H complains that Bank of Scotland plc, trading as Halifax, gave him inaccurate information about the number of additional card holders that would be allowed on his credit card. What happened When Mr H was considering applying for a World Elite Credit Card wi... (2 pages)View decision -
Decision Reference DRN-5051144
28 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5051144 The complaint Mr M complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr M said his close friend of many years told him about the success he’d had investing with a cryptocurrency specialist investment company, he a... (4 pages)View decision -
Decision Reference DRN-5489188
28 Apr 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5489188 The complaint Mr B’s complaint is about two credit cards issued to him by Zopa Bank Limited in 2021 and 2023 respectively. Mr B says Zopa acted irresponsibly when it gave him the credit cards. To resolve the complaint Mr B would like Zopa to write off the balances, remove al... (3 pages)View decision
