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 361839 results
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Decision Reference DRN-5063573
11 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5063573 The complaint Mrs E complains Santander UK Plc unfairly restricted and then closed her account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mrs E was in the process of purchasing a property an... (3 pages)View decision -
Decision Reference DRN-5125218
11 Dec 2024 Ageas Insurance Limited UpheldInsuranceDRN-5125218 The complaint Mr S complains about the amount Ageas Insurance Limited paid to settle a third party claim made against his motor insurance policy. What happened In October 2022 Mr S drove into a third party’s car whilst it was parked. Mr S left a note and didn’t dispute liab... (3 pages)View decision -
Decision Reference DRN-5200988
11 Dec 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5200988 The complaint Miss W, through a representative, complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss W applied for a credit card from Vanquis in October 2020. It gave her a £1,000 credit limit and increased this to £1,550 in July 2021 and to £2,4... (3 pages)View decision -
Decision Reference DRN-5007582
11 Dec 2024 Rothesay Life Plc Not upheldPensions and AnnuitiesDRN-5007582 The complaint The executor of the late Mr K’s estate complains that Rothesay Life plc (Rothesay) only returned Mr K’s pension contributions when he died instead of the full transfer value of the pension fund. She would like Rothesay to pay either an additional five year lump... (5 pages)View decision -
Decision Reference DRN-4985766
11 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4985766 The complaint Miss J complained that TSB Bank plc wouldn’t refund her for fraudulent transactions on her account. What happened In 2022, Miss J told TSB that someone was stealing her identity. She also said that she was being abused and manipulated by a relative and his fri... (5 pages)View decision -
Decision Reference DRN-5182328
11 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5182328 The complaint Miss A and Mr M complain about how esure Insurance Limited dealt with a claim against Miss A’s motor insurance policy. Reference to esure includes its agents. What happened In summary, Miss A had a motor insurance policy underwritten by esure. Mr M is a named ... (4 pages)View decision -
Decision Reference DRN-4718084
11 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4718084 The complaint Mr A complains that Santander UK Plc (‘Santander’) won’t refund the money he lost when he says he fell victim to an investment scam. What happened Mr A says that he was persuaded to make an investment with a company I’ll refer to as H in my decision. H was a p... (4 pages)View decision -
Decision Reference DRN-5124602
11 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5124602 The complaint Mr G complains Barclays Bank UK PLC unfairly closed his bank account and provided him with poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. In late March 2024 Barclays p... (3 pages)View decision -
Decision Reference DRN-5204407
11 Dec 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-5204407 The complaint A company, which I’ll refer to as H, complain that Zempler Bank Limited trading as Cashplus Bank (Cashplus) unfairly restricted its business account. In bringing this complaint, H is represented by its director, who I’ll refer to as Miss L. What happened The ba... (4 pages)View decision -
Decision Reference DRN-5150287
11 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5150287 The complaint Mrs H complains about the way Liverpool Victoria Insurance Company Limited handled a claim she made on her home insurance policy for damage caused by subsidence. When the claim was initially made, there was a joint policyholder on the policy, Mr H. Sadly in 20... (3 pages)View decision
