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 360264 results
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Decision Reference DRN-4556525
22 Feb 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4556525 The complaint Mr and Mrs M complain that Lloyds Bank General Insurance Limited didn’t settle their home insurance claim, for a pair of earrings, fairly. What happened Mrs M’s earrings were lost whilst on holiday, so she made a claim on their home insurance policy for ‘Personal ... (3 pages)View decision -
Decision Reference DRN-4638173
22 Feb 2024 Black Horse Limited Not upheldConsumer CreditDRN-4638173 The complaint Mr S complains Black Horse Limited (Black Horse) supplied him with a car that he believes wasn’t of satisfactory quality at supply. He also complains he was told incorrect information before he entered into the agreement. What happened In September 2022, Mr S ... (3 pages)View decision -
Decision Reference DRN-4603822
22 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4603822 The complaint Mr C complains that Aviva Insurance Limited turned down his private medical insurance claim. What happened Mr C holds private medical insurance cover with Aviva. He made a claim for treatment, however Aviva turned this down as it said the treatment was excluded un... (2 pages)View decision -
Decision Reference DRN-4510964
22 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4510964 The complaint Mr Z complains that Santander UK Plc displayed wrong information about their foreign cheque deposit process on their website. What happened Mr Z had a foreign currency cheque that he wanted to deposit into his Santander account. He says that he looked at Santander... (3 pages)View decision -
Decision Reference DRN-4605083
22 Feb 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4605083 The complaint Mr V complains that Bank of Scotland plc trading as Halifax (“Halifax”) is holding him liable for transactions made from his Halifax account he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repea... (2 pages)View decision -
Decision Reference DRN-4460969
22 Feb 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4460969 The complaint Miss T is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund the £500 she lost when she fell victim to a vehicle purchase scam. What happened In February 2023, Miss T saw a private advert for a vehicle on a well-known online marketplace. She contacted the seller a... (6 pages)View decision -
Decision Reference DRN-4478205
22 Feb 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4478205 The complaint Mr M has complained about NewDay Ltd’s, trading as Marbles, behaviour in respect of it ‘duplicating’ his credit card account. What happened Mr M took out a credit card account with Marbles. However, it appears it mistakenly, in effect, ‘duplicated’ the account. Th... (2 pages)View decision -
Decision Reference DRN-4511111
22 Feb 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4511111 The complaint Miss S complains that Metro Bank PLC performed a credit search on her credit file without her consent. What happened Miss S says that Metro wrote to her on 31 August 2023 with an account closure notice, but on 4 September 2023 they performed a credit search on her... (3 pages)View decision -
Decision Reference DRN-4623487
22 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4623487 The complaint Mr Z complains that Santander UK Plc hasn’t refunded him after he fell victim to a property rental scam. What happened Mr Z was looking for a place for to live with his partner in December 2023. He’s said they were desperate to move as they’d been living in hotels... (4 pages)View decision -
Decision Reference DRN-4583111
22 Feb 2024 Vitality Life Limited UpheldInsuranceDRN-4583111 The complaint Mr S has complained that, when he made a claim on the serious illness policy he held with Vitality Life Limited, Vitality declined the claim and cancelled his policy. What happened In late August 2022, Mr S applied for a serious illness policy from Vitality. He a... (3 pages)View decision
