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-5224101
12 Feb 2025 Oury Clark UpheldInvestmentsDRN-5224101 The complaint Ms C complains the advice and service Oury Clark gave her on an investment portfolio that started in 2018 wasn’t provided with appropriate skill, care and diligence. What happened Ms C has explained the background to her complaint. She is assisted by a represen... (7 pages)View decision -
Decision Reference DRN-5266576
12 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5266576 The complaint Ms W complains about the decision by AXA Insurance UK Plc (‘AXA’) to decline a claim she made on her home insurance policy, following an escape of water. AXA are the underwriters (insurers) of this policy. Some of Ms W’s dissatisfaction relates to the actions o... (5 pages)View decision -
Decision Reference DRN-4820908
12 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4820908 The complaint Miss X complains Monzo Bank Ltd has not dealt fairly with her chargeback requests and closed her account. What happened Miss X had an account with Monzo. Miss X made chargeback claims to Monzo for five payments totalling £967 which were made from her Monzo ba... (4 pages)View decision -
Decision Reference DRN-5242855
12 Feb 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5242855 The complaint Mr S complains about the quality of a car he has been financing through an agreement with Santander Consumer (UK) Plc (Santander). What happened Mr S took receipt of a used car in June 2021. He financed the deal through a conditional sale agreement with Santand... (2 pages)View decision -
Decision Reference DRN-5287125
12 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5287125 The complaint Mrs Y and Mr Y complain about Aviva Insurance Limited (“Aviva”) and the settlement options provided to them following a claim made on their home insurance policy. Mrs Y has acted as the main representative during the claim and complaint process. So, for ease of... (4 pages)View decision -
Decision Reference DRN-4819809
12 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4819809 The complaint Ms B has complained that Santander UK Plc hasn’t refunded her for the cost of a hotel, following the cancellation of her flights, paid for using her Santander credit card. What happened Ms B booked flights for a holiday through a third party, that I will call ‘... (2 pages)View decision -
Decision Reference DRN-5261587
12 Feb 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5261587 The complaint Mr and Mrs G’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (8 pages)View decision -
Decision Reference DRN-5101297
12 Feb 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5101297 The complaint Miss B complains about the information she received from Volkswagen Financial Services (UK) Limited (“VFS”) when she acquired a used car under a hire purchase agreement. She says VFS didn’t explain how interest would be charged on the amount being financed. Wha... (3 pages)View decision -
Decision Reference DRN-5326765
12 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5326765 The complaint Mr S and Mrs S are unhappy with the service that Mrs S received from Barclays Bank UK PLC surrounding a high value transfer that she wanted to make. This complaint is brought to this service by both Mr S and Mrs S, as it arises from an account held in their jo... (5 pages)View decision -
Decision Reference DRN-4861351
12 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-4861351 The complaint Ms K complains about esure Insurance Limited’s handling of a subsidence claim made under her buildings insurance policy. Any reference to esure includes the actions of its agents. What happened Ms K holds buildings insurance cover with esure. She made a claim... (4 pages)View decision
