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 364422 results
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Decision Reference DRN-5208161
12 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5208161 The complaint Mr and Mrs V complain that Lloyds Bank Plc (as the recipient bank) didn’t do enough to prevent the loss they suffered when they fell victim to a scam. For ease of reading and as he’s done most of the correspondence on the complaint, I’ll mostly just refer to M... (5 pages)View decision -
Decision Reference DRN-5189994
12 Dec 2024 Nationwide Building Society Not upheldMortgagesDRN-5189994 The complaint Mr and Mrs C are unhappy about the administration of their re-mortgage with Nationwide Building Society because the money was released before a bank holiday weekend, meaning that they had to pay interest on the existing mortgage and the new one for several days... (3 pages)View decision -
Decision Reference DRN-5197126
12 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5197126 The complaint Mr and Mrs P complain that Santander UK Plc blocked their account and declined a payment, causing them inconvenience and expense in getting the account unblocked. The complaint concerns a joint account, though for convenience I'll refer just to Mr P in thi... (2 pages)View decision -
Decision Reference DRN-4947658
12 Dec 2024 Vitality Corporate Services Limited UpheldInsuranceDRN-4947658 The complaint Mr S has a level term life and serious illness insurance policy (‘the policy’). Mr S is unhappy with Vitality Corporate Services Limited because due to the monthly premium he pays, he’s unable to access certain rewards associated with the policy (including a di... (3 pages)View decision -
Decision Reference DRN-5207659
12 Dec 2024 ETHER SERVICES LTD UpheldBanking and PaymentsDRN-5207659 The complaint Mr F complains about the service he received when making a currency conversion and international transfer of around £60,000 through Ether Services Ltd (“Ether”) to his bank account in the UK. Mr F says Ether failed to complete the transfer or return the funds a... (3 pages)View decision -
Decision Reference DRN-5186232
12 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5186232 The complaint This complaint is about a mortgage Mr D holds with Santander UK Plc. Mr D says that Santander hasn’t provided him with adequate support or acted fairly after he fell into financial difficulty. Mr D is represented in the complaint by his wife, Mrs P. What happ... (4 pages)View decision -
Decision Reference DRN-5149302
12 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5149302 The complaint Mr and Mrs M complain about the decision by Lloyds Bank General Insurance Limited (Lloyds’) to decline a claim made under their home insurance policy. What happened The background to this complaint is well known to Mr and Mrs M and Lloyds. Rather than repeat in... (2 pages)View decision -
Decision Reference DRN-5153280
12 Dec 2024 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5153280 The complaint Miss H complains that Hargreaves Lansdown Asset Management Limited (HL) caused avoidable delays to her annuity purchase, leading to her receiving a lower annuity rate than she should have. What happened I understand that Miss H had pension plans with providers ... (11 pages)View decision -
Decision Reference DRN-5145881
12 Dec 2024 Wakam UpheldInsuranceDRN-5145881 The complaint Mrs T is unhappy Wakam declined a claim made on her pet insurance policy. Any reference to Wakam includes the actions of its agents What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Mrs T had a pet insu... (5 pages)View decision -
Decision Reference DRN-5161347
12 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5161347 The complaint Miss J has complained that Admiral Insurance (Gibraltar) Limited unfairly and unreasonably cancelled her motor policy as her telematics (black box) was disconnected for too long a time. This meant she has had difficulty finding an affordable motor insurance pre... (4 pages)View decision
