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 360982 results
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Decision Reference DRN-5088004
11 Nov 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5088004 The complaint Mr C has complained that Inter Partner Assistance SA (IPA) declined a claim he made on a travel insurance policy. What happened Mr C had booked a trip abroad that was due to start on 26 January 2024. However, he felt unwell on that date and so cancelled the tr... (3 pages)View decision -
Decision Reference DRN-5096153
11 Nov 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5096153 The complaint Mrs P complains that Vanquis Bank Limited lent irresponsibly when it approved her application for a credit card and later increased the credit limit. What happened Mrs P applied for a credit card with Vanquis in February 2018. Vanquis approved the application a... (3 pages)View decision -
Decision Reference DRN-5081493
11 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5081493 The complaint Mr S complains that Aviva Insurance Limited recorded a claim on his motor insurance policy as a “fault”. He wants it to change this to “non-fault”. What happened Mr S made a claim on his policy when his car collided with a defective door on a train. Aviva acce... (2 pages)View decision -
Decision Reference DRN-5037563
11 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5037563 The complaint Ms M complains that HSBC UK Bank Plc has treated her unfairly and provided poor customer service when her credit card account fell into persistent debt. What happened In November 2023 Ms M tried to use her credit card but she found it was blocked. She telephone... (7 pages)View decision -
Decision Reference DRN-5127122
11 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5127122 The complaint Mr A complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what happened and... (8 pages)View decision -
Decision Reference DRN-5137247
11 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5137247 The complaint Mr and Mrs D have complained about their let property insurer Royal & Sun Alliance Insurance Limited (RSA). They feel it’s treated them unfairly after they made claims for damage after their tenant left the property. Mr and Mrs D have been represented by t... (11 pages)View decision -
Decision Reference DRN-5137387
11 Nov 2024 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5137387 The complaint Mr W has complained that Fortegra Europe Insurance Company Ltd (Fortegra) unfairly declined a claim under a furniture warranty. I’m aware Mr W is represented on this case but, for ease, I’ve only referred to him because he’s the policyholder. What happened Mr... (3 pages)View decision -
Decision Reference DRN-4840498
11 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-4840498 The complaint Mr and Mrs D complain about how Santander UK Plc handled their mortgage interest rate switch. They say that because of the poor service they received, they were unable to secure the most competitive rate on their mortgage which has now led to increased monthly ... (4 pages)View decision -
Decision Reference DRN-5023345
11 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5023345 The complaint Mr and Mrs P’s complain that Bank of Scotland plc trading as Halifax (BOS) would not agree to waive the early repayment charge (ERC) on their mortgage, and also would not provide them with a mortgage sum in line with that offered in an agreement in principle (A... (3 pages)View decision -
Decision Reference DRN-4915230
11 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4915230 The complaint Ms O has complained Nationwide Building Society won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened On 14 October 2023 Ms O went to a cash machine and withdrew £300. Later that day and in the same area she decided sh... (3 pages)View decision
