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-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 -
Decision Reference DRN-5130142
2 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5130142 The complaint Ms C complains because Legal and General Assurance Society Limited (‘L&G’) hasn’t paid her income protection insurance claim. What happened Ms C was insured under a group income protection insurance policy held by her former employer with L&G. After bei... (4 pages)View decision -
Decision Reference DRN-5020360
2 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5020360 The complaint Mrs S on behalf of the estate of Mr S complained that Legal and General Assurance Society Limited avoided her late husband’s policy and refused to pay a claim on his life assurance policy. What happened The late Mr S took out a life assurance policy with L&... (4 pages)View decision -
Decision Reference DRN-5170982
2 Dec 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5170982 The complaint Mr L is unhappy that The Royal Bank of Scotland Plc (“RBS”) refused his instruction to transfer money to his brother’s account following a previous successful transfer. What happened I issued my provisional decision on this complaint, inviting both parties to l... (3 pages)View decision
