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 364862 results
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Decision Reference DRN-5516487
6 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5516487 The complaint Mr G complains about actions taken by Santander UK Plc (‘Santander’) and the service it provided after blocking his account . What happened In January 2024, Santander restricted Mr G’s account when it’s anti-fraud systems flagged up a four-figure payment he wa... (4 pages)View decision -
Decision Reference DRN-5498723
6 May 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5498723 The complaint Mrs J complains about the settlement Tesco Underwriting Limited offered her for the total loss of her car following a claim made on her motor insurance policy. Mrs J is represented in this matter by Mr J, a named driver on her policy. What happened Mrs J’s car... (2 pages)View decision -
Decision Reference DRN-5535551
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5535551 The complaint Mr G complains that National Westminster Bank Public Limited Company (as the recipient bank) didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr G has used a representative to bring his complaint. But, for ease of reading I’ll mo... (5 pages)View decision -
Decision Reference DRN-5455956
6 May 2025 Topaz Finance Limited Not upheldMortgagesDRN-5455956 The complaint Mr D complains that Topaz Finance Limited trading as Hessonite Mortgages has instructed a receiver to take over the management of his Buy To Let property. Mr D said although the mortgage was well over its term, he hadn’t missed a payment. What happened Mr D has... (3 pages)View decision -
Decision Reference DRN-5484701
6 May 2025 Extracover Limited UpheldInsuranceDRN-5484701 The complaint Mr Y complains that Extracover Limited didn’t give him a refund when he cancelled his short- term motor insurance policy within the cooling off period. What happened Mr Y took out a short-term policy with Extracover. Mr Y no longer needed the policy after four... (3 pages)View decision -
Decision Reference DRN-5492407
6 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5492407 The complaint Mr C complains that Bank of Scotland plc trading as Halifax should pay him more compensation, after admitting it provided poor service in connection with its cashback rewards scheme. What happened Mr C wanted to take advantage of Halifax’s ‘Cashback Extras’ re... (3 pages)View decision -
Decision Reference DRN-5497077
6 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5497077 The complaint Mr B and Mrs B complain that Aviva Insurance Limited have unfairly declined their claim for damage caused by a fallen tree. What happened Mr Band Mrs B held buildings and contents insurance with Aviva. In October 2024 a tree from a neighbouring property fell ... (2 pages)View decision -
Decision Reference DRN-5325102
6 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5325102 The complaint Mr D complains about the service he received from Santander UK Plc when he visited one of their branches in September 2024. What happened Mr D has told us that he’s banked with Santander for some years without any concerns. But on 24 September 2024 when he visi... (4 pages)View decision -
Decision Reference DRN-5489024
6 May 2025 esure Insurance Limited UpheldInsuranceDRN-5489024 The complaint Miss Z has complained that esure Insurance Limited unfairly cancelled her motor insurance policy. What happened In August 2024 Miss Z received letters from two insurance providers, which I’ll refer to as providers A and H, in which they said that they had cance... (3 pages)View decision -
Decision Reference DRN-5529053
6 May 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5529053 The complaint Mr D complains that Advantage Insurance Company Limited recorded an incident on his driving record when he didn’t make a claim on his motor insurance policy. He wants this incident removed from his record. What happened Mr D was involved in an incident with an... (2 pages)View decision
