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-4774009
10 Dec 2024 Santander UK Plc UpheldInvestmentsDRN-4774009 The complaint Ms S, representing the estate of Mr G, complains that Santander UK Plc (‘Santander’) failed to correctly pay out money from Mr G’s accounts and failed to comply with Ms S’s communication preferences. This complaint has been brought by the estate of Mr G. The es... (5 pages)View decision -
Decision Reference DRN-5167380
10 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5167380 The complaint Ms L complains Advantage Insurance Company Limited pursued her for a premium payment she does not owe. What happened Ms L had held a motor insurance policy with Advantage for three years. Her most recent policy was due to end on 5 October 2023. In early Septemb... (3 pages)View decision -
Decision Reference DRN-5160993
10 Dec 2024 Highway Insurance Company Limited UpheldInsuranceDRN-5160993 The complaint Mrs P and Mr W have complained that Highway Insurance Company Limited (Highway) declined part of a claim under a home insurance policy. As Mrs P mainly seemed to deal with the complaint, for ease, I will normally only refer to her. What happened The bathroom ... (3 pages)View decision -
Decision Reference DRN-5155700
10 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5155700 The complaint Mr M complains that Vanquis Bank Limited irresponsibly lent to him. Mr M is represented by a Solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr M himself. What happe... (5 pages)View decision -
Decision Reference DRN-5116428
10 Dec 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5116428 The complaint Mr W complains Kroo Bank Ltd registered a fraud marker at CIFAS, the national fraud database. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr W held an account Kroo. On 17 July 2023 it was credited with £250 from a ... (3 pages)View decision -
Decision Reference DRN-5158929
10 Dec 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5158929 The complaint Mr K has complained about his car insurer Haven Insurance Company Limited because it has declined his claim for the theft of his car, an incident which occurred shortly after the car was first stolen but recovered by the police. What happened Mr K suffered a c... (3 pages)View decision -
Decision Reference DRN-4694848
10 Dec 2024 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-4694848 The complaint T, a partnership, complains about how WorldPay (UK) Limited conducted its customer verification process which resulted in T’s account being suspended for several weeks. T is represented in bringing this complaint by a director of one of the partners, Mr C. What... (4 pages)View decision -
Decision Reference DRN-5113991
10 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5113991 The complaint Mr T complains Starling Bank Limited (“Starling Bank”) didn’t do enough to protect him when he fell victim to a scam. Mr T made the payments from his business account and as he operates as a sole trader, I’ll refer to Mr T throughout. What happened Mr T says h... (3 pages)View decision -
Decision Reference DRN-5028743
10 Dec 2024 AIG Life Limited Not upheldInsuranceDRN-5028743 The complaint Mrs B is unhappy with the date on which AIG Life Limited (‘AIG’) has used to start paying the benefit under her income protection insurance policy (‘the policy’). She’s also unhappy that AIG didn’t agree to reduce the deferred period. What happened The detail... (3 pages)View decision -
Decision Reference DRN-4798534
10 Dec 2024 Marsh Finance Limited UpheldConsumer CreditDRN-4798534 The complaint Mr B complains about a car supplied to him using an agreement taken out with Marsh Finance Limited (“Marsh Finance”). What happened Mr B referred a complaint to us along with his representative. As the complainant is Mr B, for ease, I have addressed my decisio... (6 pages)View decision
