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-5293289
19 Feb 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5293289 The complaint Ms W is unhappy that a car supplied to her under a conditional sale agreement with Close Brothers Limited was of an unsatisfactory quality. What happened In April 2024 Ms W was supplied with a used car through a conditional sale agreement with Close Brothers. T... (5 pages)View decision -
Decision Reference DRN-5157444
19 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5157444 The complaint Mr G complained because Monzo Bank Ltd refused to refund him for payments which he said he hadn’t authorised. What happened On 4 August 2024, there was a £200 credit into Mr G’s Monzo account. On 5 August, there were three payments from his account to a busin... (3 pages)View decision -
Decision Reference DRN-5182688
19 Feb 2025 Unum Ltd Not upheldInsuranceDRN-5182688 The complaint Mr S is unhappy that Unum Ltd (Unum) has declined cover under his dental insurance policy. What happened Mr S had a dental policy which provided cover from 1 January 2024 to 31 December 2024. The policy provides cover for treatment carried out to maintain or re... (3 pages)View decision -
Decision Reference DRN-5176609
19 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5176609 The complaint Ms M complains that Santander UK Plc won’t reimburse her, after she made payments towards an investment that she now considers to have been a scam. Ms M is professionally represented in bringing her complaint to our service, but for ease of reading I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5342569
19 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5342569 The complaint Miss W complains Santander UK Plc failed to stop sending correspondence, including statements, to an address a third party had access to who had financially abused her. What happened I sent the parties a provisional decision in February 2025, in which I set out... (3 pages)View decision -
Decision Reference DRN-5232568
19 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5232568 The complaint Mr B is unhappy with interest charged by National Westminster Bank Plc (“NatWest”) on his overdraft facility. What happened Mr B complained to NatWest because he was unhappy about interest charged by NatWest on his overdraft facility. NatWest responded to Mr B ... (2 pages)View decision -
Decision Reference DRN-5277326
19 Feb 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5277326 The complaint Miss B complains that Inter Partner Assistance SA declined part of her claim against a travel insurance policy. Reference to IPA includes its agents. What happened Miss B has travel insurance underwritten by IPA as a benefit of a bank account. She booked a pa... (3 pages)View decision -
Decision Reference DRN-5340960
19 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5340960 The complaint Miss B and Mr W are unhappy Admiral Insurance (Gibraltar) Limited (Admiral) have declined the claim they made under their home insurance policy following a storm. They’re also unhappy with the service they received during the claim. As Mr W has been leading in ... (4 pages)View decision -
Decision Reference DRN-5271803
19 Feb 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5271803 The complaint Mr B complains about Domestic & General Insurance Plc (‘D&G’) declining a claim under an extended warranty insurance policy. What happened Mr B took out a D&G warranty for a kitchen appliance in September 2023. This covered mechanical and electrical... (3 pages)View decision -
Decision Reference DRN-5336396
19 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5336396 The complaint Mr and Mrs A complain that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened I issued a pro... (24 pages)View decision
