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 367928 results
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Decision Reference DRN-5423276
26 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5423276 The complaint Miss G complains that Tesco Personal Finance PLC (‘Tesco’), trading as Tesco Bank, irresponsibly agreed to give her credit with a credit card that she couldn’t afford. What happened In July 2022 Miss G was accepted for a credit card with Tesco and given a cred... (4 pages)View decision -
Decision Reference DRN-4955146
26 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4955146 Complaint The estate of Mr D complains that Halifax didn’t pay a refund after it was told that Mr D had fallen victim to a scam. This complaint has been brought on behalf of Mr D’s estate by his son. Background From late 2021 onwards, Mr D was in contact with a man, Mr C, wh... (2 pages)View decision -
Decision Reference DRN-5310520
26 Mar 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5310520 The complaint Mr D and Mrs D as the trustees of the D Trust (‘the trustees’) are unhappy with the way in which Aviva Life & Pensions UK Limited handled a claim made under a life insurance policy after the life assured under the policy, Mr D2, died. What happened The det... (2 pages)View decision -
Decision Reference DRN-5347773
26 Mar 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5347773 The complaint Mr W complains that West Bay Insurance Plc mishandled his claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, first registered in 2016. Mr W acquired the van in 2022 for work... (3 pages)View decision -
Decision Reference DRN-5428031
26 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5428031 The complaint In summary, Miss W has complained that National Westminster Bank Plc, irresponsibly provided her with an overdraft and credit card. She’s also concerned that she wasn’t told that her account would be closed when she says it was being well managed. She is unhapp... (3 pages)View decision -
Decision Reference DRN-4938493
26 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4938493 The complaint Mr O complains about Kroo Bank Ltd. He would like Kroo to refund him two transactions totalling £4,000 that were made from his account when he was the victim of a scam. What happened Mr O has unfortunately fallen victim to a safe account scam. He initially re... (3 pages)View decision -
Decision Reference DRN-5352157
26 Mar 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5352157 The complaint Mr G has complained that his mobile phone insurer, Assurant General Insurance Limited (‘Assurant’) unfairly turned down a claim he made on his policy after he lost his phone. What happened Mr G has mobile phone insurance through his packaged bank account. He s... (2 pages)View decision -
Decision Reference DRN-5356402
26 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5356402 The complaint Miss S is unhappy that Legal and General Assurance Society Limited (‘L&G’) declined a claim under a group income protection insurance policy. What happened Miss S had the benefit of a group income protection policy (‘the policy’) through her then employer.... (4 pages)View decision -
Decision Reference DRN-5267641
26 Mar 2025 Well Dunn Limited UpheldInsuranceDRN-5267641 The complaint Mr T has complained about Well Dunn Limited, a broker, which arranged his motor trade insurance policy. His insurer declined a claim and he blames Well Dunn for that. What happened Mr T had a motor insurance policy which covered him for his own vehicles and fo... (3 pages)View decision -
Decision Reference DRN-5368817
26 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5368817 The complaint Mr A complains Santander UK Plc unfairly closed his account and withheld funds. What happened In 2012 Mr A opened a current account with Santander. In late May 2024 Santander reviewed Mr A’s account, and it asked Mr A for more information regarding his account... (3 pages)View decision
