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 368546 results
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Decision Reference DRN-5367049
3 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5367049 The complaint Mr W has complained about Advantage Insurance Company Limited. He isn’t happy that it cancelled his policy following a claim against his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as ... (2 pages)View decision -
Decision Reference DRN-5236949
3 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5236949 The complaint Mrs W says that she fell victim to a scam. She wants The Royal Bank of Scotland Plc to refund the money that she sent to one of its account holders. Mrs W has also complained to her own bank which sent the payments. I have considered that complaint separately. ... (3 pages)View decision -
Decision Reference DRN-5236936
3 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5236936 The complaint Mrs W says that she fell victim to a scam. She wants Barclays Bank UK PLC to refund the money that she sent to one of its account holders. Mrs W has also complained to her own bank which sent the payments. I have considered that complaint separately. This decis... (4 pages)View decision -
Decision Reference DRN-5176614
3 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5176614 The complaint Mrs W made payments towards an investment that she now considers to have been a scam. She wants HSBC UK Bank Plc to refund the money that she’s lost. Mrs W has also complained to the banks which received the money she sent. I have considered those complaints se... (5 pages)View decision -
Decision Reference DRN-4769166
3 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4769166 The complaint Ms O complains that Santander UK Plc (‘Santander’) hasn’t refunded a faster payment she believes she made because of an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well known to both parties, so I don’t intend to r... (3 pages)View decision -
Decision Reference DRN-5191112
3 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5191112 The complaint Mr S complains that esure Insurance Limited (“esure”) unfairly recorded him at-fault for an accident and didn’t tell him he could add a replacement car to his motor insurance policy. What happened In January 2024 Mr S collided with a large animal whilst he was ... (3 pages)View decision -
Decision Reference DRN-5289005
3 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5289005 The complaint Mr H complains about how Starling Bank Limited (Starling) treated him within communication he had when he contacted them about a direct debit, and to raise a complaint. What happened The details of this complaint are well known to both parties, so I won’t repea... (2 pages)View decision -
Decision Reference DRN-5342027
3 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5342027 The complaint Ms G has complained about the way U K Insurance Limited (UKI) handled her claim under her car insurance policy for damage to her car and that it eventually turned it down. Any reference to UKI includes its agents or trading names. What happened The facts of t... (5 pages)View decision -
Decision Reference DRN-5341428
3 Mar 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5341428 The complaint Mr W complains about how The Mortgage Works (UK) PLC (“TMW”) has managed his Buy To Let (“BTL”) mortgage. Mr W’s concerns centre around TMW’s January 2024 decision to use powers under the terms of this mortgage to instruct receivers operating under the Law of P... (9 pages)View decision -
Decision Reference DRN-5318323
3 Mar 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5318323 The complaint Mr H has complained about First Central Insurance Management Limited. He isn’t happy about the way a claim was dealt with under his breakdown insurance policy. What happened Mr H made a claim under his breakdown policy and when he contacted the breakdown compan... (2 pages)View decision
