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 366350 results
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Decision Reference DRN-5171874
16 Dec 2024 Elderbridge Limited Not upheldMortgagesDRN-5171874 The complaint Mr and Mrs O complain that they were irresponsibly lent a second charge mortgage (secured loan) because it was unaffordable for them. The loan is now with Elderbridge Limited. What happened In 2008 Mr and Mrs O approached a lender I’ll call B. They say that ini... (2 pages)View decision -
Decision Reference DRN-5100108
16 Dec 2024 Scottish Widows Limited Not upheldInsuranceDRN-5100108 The complaint Mrs V and Mr W as trustees (the Trustees) of the W Trust complained that Scottish Widows Limited (SW) declined a claim on their life and critical illness policy. What happened Mr W took out a life and critical illness insurance policy with SW in 2008. Mr W was ... (2 pages)View decision -
Decision Reference DRN-5197463
16 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5197463 The complaint Mr G complains that Santander UK Plc did not do enough to protect him from financial harm, despite being aware of his vulnerabilities. What happened Mr G has held an account with Santander since 2019. Between around April 2023 and December 2023 Mr G says that t... (4 pages)View decision -
Decision Reference DRN-4878095
16 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4878095 The complaint Miss D complains that Nationwide Building Society (’Nationwide’) hasn’t investigated the activity on an account she was coerced to send funds to. What happened Miss D says that someone I’ll refer to as S in this decision coerced her to transfer £1,000 to their... (2 pages)View decision -
Decision Reference DRN-5150489
16 Dec 2024 Canada Life Limited UpheldInsuranceDRN-5150489 The complaint Mrs B has complained that Canada Life Limited has declined a claim made under her employer’s group critical illness policy. What happened The background to this complaint isn’t in dispute. In summary Mrs B was a member of a group critical illness policy through... (3 pages)View decision -
Decision Reference DRN-5206260
16 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5206260 The complaint Mr C complains Santander UK Plc failed to set up a standing order correctly, resulting in his rent payment being missed. What happened The details of this complaint are well known to both parties, so I won’t repeat them here again in detail. The facts aren’t in... (2 pages)View decision -
Decision Reference DRN-5105457
16 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5105457 The complaint Mrs W complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost when she fell victim to a scam. What happened Mrs W says that in her first week of a new job she received a request which she believed came from the director of the company to buy £20... (3 pages)View decision -
Decision Reference DRN-5182666
16 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5182666 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and went on to increase the credit limit on several occasions. What happened Mr B applied for a credit card with Aqua in July 2013. Aqua approved the... (3 pages)View decision -
Decision Reference DRN-5155842
16 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5155842 The complaint Mr M and Ms G complain about the decline of their home insurance claim by Admiral Insurance (Gibraltar) Limited. Whilst this complaint relates primarily to the claim decline decision by Admiral, Mr M and Ms G are also unhappy about the actions of Admiral’s agen... (3 pages)View decision -
Decision Reference DRN-5139620
16 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5139620 The complaint Mr M complains about U K Insurance Limited’s (UKI) handling of a claim he made under his car insurance policy. Mr M has been represented for the complaint by a named driver under the policy, who was the last person to use the car before it was stolen. But for ... (3 pages)View decision
