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 347829 results
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Decision Reference DRN-4918098
25 Sep 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4918098 The complaint Mr K complains about how Automobile Association Insurance Services Limited (“AAIS”) administered the cancellation of his motor insurance policy. What happened Mr K had a motor insurance policy arranged through AAIS which is a broker. In late November 2023 his c... (3 pages)View decision -
Decision Reference DRN-4937012
25 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4937012 The complaint Mr and Mrs G are unhappy that Santander UK Plc declined to raise a chargeback. What happened In June 2022 Mr and Mrs G purchased a boiler, which came with a 12-year annual service plan. They paid £2,290 using their Santander debit card. The first service was du... (2 pages)View decision -
Decision Reference DRN-5024837
25 Sep 2024 BUPA Insurance Limited UpheldInsuranceDRN-5024837 The complaint Mr F is unhappy that BUPA Insurance Limited (BUPA) has declined his dental insurance claim under his private insurance policy. What happened Mr F has a group private medical insurance policy. The underwriter is BUPA. On 12 May 2024, Mr F had an accidental injur... (3 pages)View decision -
Decision Reference DRN-4801139
25 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4801139 The complaint Mr P complains that Monzo Bank Ltd won’t refund the money he lost to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in detail again here. However, in summary, Mr P and his girlfriend fell vic... (4 pages)View decision -
Decision Reference DRN-5013071
25 Sep 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-5013071 The complaint Mr M complains that Barclays Bank UK PLC has unfairly refused to accept his request for it to write off part of his outstanding mortgage balance. He also complains that the advice he received from Barclays to consolidate unsecured debts and add these to his mor... (6 pages)View decision -
Decision Reference DRN-4906982
25 Sep 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4906982 The complaint Miss W is unhappy Lloyds Bank PLC will not refund a charitable donation she made. What happened On 11 December 2023 Miss W donated £500 to a charity via a secure transaction using contactless on her card. She then decided this had been a mistake and wanted the ... (2 pages)View decision -
Decision Reference DRN-5039076
25 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5039076 The complaint Mrs K, Mr K and Miss K hold an account together with Revolut Ltd. Mrs K unfortunately feel victim to a scam and says that Revolut didn’t do enough to protect her. She would like Revolut to refund the money she has lost. Although the account was held in three n... (4 pages)View decision -
Decision Reference DRN-5019276
25 Sep 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5019276 The complaint Miss C complains that a car acquired under a conditional sale agreement with Moneybarn No.1 Limited trading as Moneybarn wasn’t of satisfactory quality when it was supplied to her. What happened In April 2023, Miss C acquired a used car from a dealership. She ... (3 pages)View decision -
Decision Reference DRN-4975360
25 Sep 2024 Covea Insurance plc UpheldInsuranceDRN-4975360 The complaint Mr W complains that Covea Insurance plc has failed to treat him fairly when handling a claim on his commercial buildings insurance policy. What happened Mr W notified Covea of an issue with his property at the end of June 2023. He was concerned about damage bei... (4 pages)View decision -
Decision Reference DRN-4871196
25 Sep 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4871196 The complaint Mr S and Mrs S have complained about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a claim under a home insurance policy. As Mr S mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. What happened Mr... (3 pages)View decision
