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-4581560
25 Jan 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4581560 The complaint The estate of Miss D complains that Santander Consumer (UK) Plc irresponsibly gave the late Miss D a conditional sale agreement she couldn’t afford. What happened In November 2018, Miss D acquired a static caravan using a conditional sale agreement from Santander.... (4 pages)View decision -
Decision Reference DRN-4362221
25 Jan 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4362221 The complaint Mr R is unhappy with the service The Co-operative Bank Plc provided after he was a victim of an authorised push payment (APP) scam. What happened Mr R made the following payments as a result of a scam: Date Type of Transaction Amount 26/11/2022 Faster payment to C... (3 pages)View decision -
Decision Reference DRN-4568888
25 Jan 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4568888 The complaint F, a limited company, complains about the number of claims AXA Insurance UK Plc (‘AXA’) recorded against its Management Liability Policy and the subsequent impact this had on its policy premiums. All references to AXA in this decision include its claims handlers. ... (3 pages)View decision -
Decision Reference DRN-4507495
25 Jan 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4507495 The complaint S, a limited company, complains about what HDI Global Specialty SE did after it made a claim on its business insurance policy. S is represented by its director, Mr F. All references to HDI include its agents and claims handlers. What happened In December 2022 S ha... (3 pages)View decision -
Decision Reference DRN-4562491
25 Jan 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4562491 The complaint Miss N has complained that AXA Insurance UK Plc (‘AXA’) had delayed progress of her claim for flood damage under her home insurance policy. What happened Unfortunately, the ground floor of Miss N’s home flooded in December 2022, as a pipe had burst in the utility ... (4 pages)View decision -
Decision Reference DRN-4494852
25 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4494852 The complaint Mr C has complained to Nationwide Building Society (“Nationwide”) about overdraft facilities that were granted to him in March 2021. Mr C says Nationwide acted irresponsibly in providing him with the overdraft and increase and that Nationwide should have realised ... (3 pages)View decision -
Decision Reference DRN-4581817
25 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4581817 The complaint The estate of Mrs S complains that HSBC UK Bank Plc won’t refund a number of payments made from its account. What happened Between September 2016 and August 2017, a number of payments were made out of Mrs S’s HSBC account, into an account in the name of her now ex... (5 pages)View decision -
Decision Reference DRN-4414425
25 Jan 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4414425 The complaint Miss B is unhappy that Nationwide Building Society didn’t follow her instruction to cancel a recurring transfer instruction that she’d set up on her current account. What happened The circumstances that led to this complaint are well known to both parties, so I wo... (2 pages)View decision -
Decision Reference DRN-4427289
25 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4427289 The complaint Miss G complains that Bank of Scotland plc trading as Halifax won’t reimburse her the money she lost when she lent money to someone who didn’t repay her. What happened Miss G says she met someone on a dating site in early August 2020. The person she met (who I’ll ... (5 pages)View decision -
Decision Reference DRN-4580194
25 Jan 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4580194 The complaint Mrs J has complained about the amount AA Underwriting Insurance Company Limited has paid in settlement of her buildings claim under her Home Insurance policy. She has also complained about the way AA handled her claim. Mrs J has a separate complaint about her clai... (4 pages)View decision
