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 342371 results
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Decision Reference DRN-4832290
10 Jul 2024 UAB ZEN.COM Not upheldBanking and PaymentsDRN-4832290 The complaint Mrs A complains UAB ZEN.COM didn’t do enough to protect her when she fell victim to an investment scam. What happened On 7 August 2023 Mrs A opened an account with Zen from which she sent payments that she later said were part of an investment scam. Between 8 Augu... (2 pages)View decision -
Decision Reference DRN-4662516
10 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4662516 The complaint Mr B, via a representative, complains that Santander UK Plc (“Santander”) have failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here.... (3 pages)View decision -
Decision Reference DRN-4882909
10 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4882909 The complaint Mrs G complains National Westminster Bank Plc hasn’t refunded a transaction they didn’t carry out or authorise. What happened Mrs G had a savings account with NatWest with a debit card ending 1172. Her account was closed by NatWest in September 2022. Mrs G says Na... (2 pages)View decision -
Decision Reference DRN-4891397
10 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4891397 The complaint A company, which I’ll refer to as S, complains that Santander UK Plc wrongly told it that its Coronavirus Business Interruption Loan Scheme (“CBILS”) overdraft could not be extended. S is represented by its director, Mr O. What happened In May 2020, S successfully... (5 pages)View decision -
Decision Reference DRN-4861470
10 Jul 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4861470 The complaint Ms S has complained that Lloyds Bank General Insurance Limited (“Lloyds”) cancelled her policy after they decided Ms S had made a fraudulent claim. And Lloyds have refused to remove the marker on her record as a result of the cancellation, which means Ms S has to... (3 pages)View decision -
Decision Reference DRN-4720590
10 Jul 2024 esure Insurance Limited Not upheldInsuranceDRN-4720590 The complaint Mrs W complains about how her insurer, esure Insurance Limited (esure), held a claim under her motor insurance policy was a fault claim. References to esure in this decision include their agents. What happened Mrs W had a motor insurance policy with esure, at rene... (4 pages)View decision -
Decision Reference DRN-4845137
10 Jul 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4845137 The complaint Mrs H complains that Revolut Ltd won’t refund payments she didn’t make or otherwise authorise. Mrs H is being represented by solicitors in this complaint. What happened The full details of this complaint are well known to both parties, so I won’t repeat them again... (4 pages)View decision -
Decision Reference DRN-4814387
10 Jul 2024 Sunlife Limited Not upheldInsuranceDRN-4814387 The complaint Mr A is unhappy with Sunlife Limited because he says it mis-sold his life insurance policies. What happened Mr A has three life insurance policies with Sunlife. Policy A was bought in 2014, Policy B was bought in January 2021 and Policy C in September 2021. Mr A s... (2 pages)View decision -
Decision Reference DRN-4659746
10 Jul 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4659746 The complaint Mr K is unhappy with the quality of a vehicle that was supplied to him under a hire purchase agreement with MI Vehicle Finance Limited, trading as Mann Island. What happened On 27 July 2023 Mr K took out a hire purchase agreement with Mann Island. This was for a u... (5 pages)View decision -
Decision Reference DRN-4881953
10 Jul 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4881953 The complaint Mr F has complained that Domestic & General Insurance Plc (D&G) mis-sold his insurance policy. Mr F has brought his complaint through a representative, who I’ll refer to as Mr C. What happened Mr F held an insurance policy – underwritten by D&G – from ... (3 pages)View decision