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 342791 results
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Decision Reference DRN-4729318
3 Jul 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-4729318 The complaint Mrs B complains about the information AXA PPP Healthcare Limited gave to her when she took out a private medical insurance policy, its subsequent decision to decline a claim and its failure to provide a refund on cancellation of the policy. What happened In summar... (4 pages)View decision -
Decision Reference DRN-4718737
3 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4718737 The complaint Ms T complains that Santander UK Plc (“Santander”) won’t refund money she lost when she fell victim to an employment scam. What happened In November 2023, Ms T fell victim to an employment scam. She explains she was looking for remote jobs and came across an adver... (3 pages)View decision -
Decision Reference DRN-4718186
3 Jul 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4718186 The complaint Ms B complains Northern Bank Limited trading as Danske Bank is trying to claim £10,000 back from a joint account she’s named on. What happened Ms B has an account with Danske Bank with a debit card and has been a customer for approximately 10 years. She says befor... (3 pages)View decision -
Decision Reference DRN-4858738
3 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4858738 The complaint Mr S complains about the service provided by Lloyds Bank PLC (‘Lloyds’) in relation to declined Automatic Teller Machine (‘ATM’) transactions. What happened An unknown person attempted nine ATM withdrawals on Mr S’ account late at night – all of which Lloyds decli... (3 pages)View decision -
Decision Reference DRN-4879274
3 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4879274 The complaint Mr B complains Lloyds Bank PLC won’t refund the money he lost to a scam. What happened Around early 2019, Mr B saw an online advert for an investment company, Z. It appeared to be endorsed by a well-known public figure so Mr B thought it seemed legitimate and deci... (3 pages)View decision -
Decision Reference DRN-4787422
3 Jul 2024 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-4787422 The complaint Mr D complains about how Atlanta Insurance Intermediaries Limited trading as Swinton Insurance administered his commercial motor insurance policy. What happened Mr D called Swinton to make a mid-term adjustment to his policy. He agreed to pay a deposit for this, ... (2 pages)View decision -
Decision Reference DRN-4819225
3 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4819225 The complaint Mr C complains National Westminster Bank Plc (NatWest) refused to accept an affordable payment plan for his outstanding debt that wouldn’t involve a default on his credit file. What happened Mr C says he has a debt owing to NatWest in excess of £2,000 but it has r... (3 pages)View decision -
Decision Reference DRN-4779233
3 Jul 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4779233 The complaint Mr and Mrs G complain Royal and Sun Alliance Insurance Limited (RSA) unfairly declined to settle her claim on her home buildings insurance policy. References to Mr or Mrs G, will include the other. RSA are the underwriters of this policy i.e. the insurer. Part of ... (3 pages)View decision -
Decision Reference DRN-4885027
3 Jul 2024 Qmetric Group Limited Not upheldInsuranceDRN-4885027 The complaint Mr W is unhappy that Qmetric Group Limited trading as Policy Expert (Qmetric) mis-sold him his home insurance policy. What happened Mr W took out a home insurance policy which included Home Emergency Select within this. He purchased this via a price comparison sit... (2 pages)View decision -
Decision Reference DRN-4839890
3 Jul 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4839890 The complaint Mr C complains about the way that Bank of Scotland plc trading as Birmingham Midshires administered two mortgages. What happened Mr C had two mortgages with– one residential with Bank of Scotland, the other a buy-to-let with Birmingham Midshires. This complaint is... (10 pages)View decision