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 360982 results
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Decision Reference DRN-5128409
2 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5128409 The complaint Mr E’s complaint is about a claim he made on his Royal & Sun Alliance Insurance Limited (‘RSA’) pet insurance policy. Mr E says RSA treated him unfairly. What happened Mr E took out a pet insurance policy underwritten by RSA which started to run on 27 July ... (4 pages)View decision -
Decision Reference DRN-5092135
2 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5092135 The complaint Miss A and Miss A complain that Barclays Bank UK PLC closed their joint savings account without notice and that it withheld funds for several months. What happened Miss A and Miss A are sisters. They held a joint savings account with Barclays, but also held oth... (2 pages)View decision -
Decision Reference DRN-5111645
2 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5111645 The complaint Mr L has complained about the repairs to his car by UK Insurance Limited (UKI) he claimed under his motor policy as it was damaged after being stolen. What happened Mr L’s car was stolen in February 2022 and was returned to him by UKI’s approved repairers in M... (4 pages)View decision -
Decision Reference DRN-4782561
2 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4782561 The complaint Miss M complains that Santander UK Plc did not handle her claim properly in respect of the supply of unacceptable accommodation. What happened Miss M booked accommodation with a booking agency I will call B. It was described in the agreement as a Studio with Te... (3 pages)View decision -
Decision Reference DRN-4863982
2 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4863982 The complaint Mr B complains that Nationwide Building Society (‘Nationwide’) won’t reimburse the money he lost when he says he fell victim to a scam. What happened Mr B says that he was introduced to an investment opportunity with a company I’ll call H in this decision. H wa... (3 pages)View decision -
Decision Reference DRN-4681184
2 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4681184 Complaint Mrs H1 and Mrs H2 are unhappy that NatWest Bank Plc did not reimburse them after they claimed they were victims of a scam involving an investment in a company founded by a Mr R. They have brought this complaint with the assistance of professional representatives, b... (3 pages)View decision -
Decision Reference DRN-5097216
2 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5097216 The complaint Mr Y complains Metro Bank PLC registered a fraud marker at Cifas, the national fraud database and closed his account. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr Y held an account with Metro. On 11 February 2022 ... (3 pages)View decision -
Decision Reference DRN-5142778
2 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5142778 The complaint Mr O complains about Aviva Insurance Limited’s (“Aviva”) quote for installation costs for a replacement boiler under his home emergency insurance policy. What happened Mr O’s boiler was declared beyond economical repair. Aviva then quoted £2,748 for a replacem... (3 pages)View decision -
Decision Reference DRN-5184161
2 Dec 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5184161 The complaint Mrs F has complained to us about a credit agreement with Mitsubishi HC Capital UK Plc (previously known as Hitachi Capital UK Plc), trading as Novuna Personal Finance (“Novuna”). What happened In September 2017 Mrs F entered into a hire agreement for a car. Th... (5 pages)View decision -
Decision Reference DRN-5168252
2 Dec 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5168252 The complaint Mr G complains about the lack of an advisory service from St. James's Place Wealth Management Plc (“SJPWM”) since 2018, regarding his ISA and drawdown plan. What happened In 2015 Mr G received advice from an SJPWM adviser, who I’ll call Mr S, and opened an... (10 pages)View decision
