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 364422 results
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Decision Reference DRN-5241398
14 Apr 2025 Society of Lloyd's Not upheldInsuranceDRN-5241398 The complaint Mrs B’s complaint is about the handling of a claim under her Landlord and Tenant insurance policy with certain underwriters at Society of Lloyd's. What happened In May 2020, Mrs B made a claim for cover to take proceedings against her tenant for possessio... (5 pages)View decision -
Decision Reference DRN-5433028
14 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5433028 The complaint Mr M complains that he was given incorrect information about his credit card account by Capital One (Europe) plc during a phone call. What happened Mr M contacted Capital One on 30 October 2024 to discuss a payment on his credit card account. When checking the ... (2 pages)View decision -
Decision Reference DRN-5417233
14 Apr 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5417233 The complaint Miss J complained that Capital One (Europe) plc trading as Capital One sent her threatening letters for payment and that she couldn’t afford to make her repayments due to the charges being applied to her account. She said that she was unable to talk on the phon... (4 pages)View decision -
Decision Reference DRN-5449109
14 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5449109 The complaint Mr C complains that Lloyds Bank PLC has unfairly refused to refund his losses after he fell victim to a scam. Mr C is represented in his complaint by a professional third party but for ease I will refer to Mr C throughout. What happened In early 2022, and after... (4 pages)View decision -
Decision Reference DRN-5481063
14 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5481063 The complaint Mrs G complains Bank of Scotland plc trading as Halifax provided her with an unaffordable overdraft facility. Mrs G is represented by a professional representative, but for ease I’ll refer to all submissions as though they are her own. What happened Halifax pr... (5 pages)View decision -
Decision Reference DRN-5266661
14 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5266661 The complaint Mr R complains that Santander UK Plc (“Santander”) acted irresponsibly when it granted him a current account overdraft and that the checks it conducted during the application process were inadequate. Mr R is represented in his complaint but for ease I will ref... (3 pages)View decision -
Decision Reference DRN-5281257
14 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5281257 The complaint Mr O complains Santander UK plc (Santander) unfairly declined his section 75 claim for flights that were cancelled. He bought these flights through an online travel agent. What happened On around 22 April 2023, Mr O used his Santander credit card to pay £3,400... (4 pages)View decision -
Decision Reference DRN-5179961
14 Apr 2025 Mattioli Woods Limited Not upheldInvestmentsDRN-5179961 The complaint Mr C and Mrs C complain that Mattioli Woods Limited failed to progress the closure of an offshore investment bond and caused a capital gains tax (CGT) liability. Funds within the bond were left uninvested and, as a result, Mr C and Mrs C say they lost interest.... (4 pages)View decision -
Decision Reference DRN-5481037
14 Apr 2025 One Insurance Limited Not upheldInsuranceDRN-5481037 The complaint Mr B complains that One Insurance Limited (‘One’) declined a claim he made on his car insurance policy. What happened Mr B says while towing his caravan his car engine caught fire, which he was able extinguish. Following this, the car was recovered and then ta... (2 pages)View decision -
Decision Reference DRN-5283789
14 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5283789 The complaint Mr U complains Monzo Bank Ltd loaded his details to a fraud database. What happened Mr U was contacted by someone he knew, and they asked to pay some money into Mr U’s account. This person was overseas and didn’t have a UK bank account. Money was paid in, an... (3 pages)View decision
