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 125400 results
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Decision Reference DRN-4829623
10 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4829623 The complaint Mr G and Mrs R complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) settled a claim on their property insurance and about delays dealing with the claim. What happened Mr G and Mrs R made a claim on their insurance in August 2021 after their pr... (8 pages)View decision -
Decision Reference DRN-4836396
10 Jun 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4836396 The complaint Mr S complains that Inter Partner Assistance SA (IPA) hasn’t fully settled a claim he made on a travel insurance policy. What happened Mr S was abroad on holiday when he lost his sunglasses. He made a claim on his travel insurance policy for the cost of replacing ... (3 pages)View decision -
Decision Reference DRN-4830849
10 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4830849 The complaint This complaint is about a mortgage Mr J holds with Santander UK Plc. Mr J and his wife, Mrs J, are unhappy that Santander offered a term extension and a change to joint borrowers at a higher interest rate than they were expecting. Although the mortgage is currentl... (5 pages)View decision -
Decision Reference DRN-4795629
10 Jun 2024 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-4795629 The complaint Mrs O says Bank of Ireland (UK) Plc, trading as Post Office Financial Services, irresponsibly lent to her. What happened Mrs O took out a 60-month loan for £10,000 on 23 December 2022. The monthly repayments were £219.35 and the total repayable was £13,161. She sa... (3 pages)View decision -
Decision Reference DRN-4843646
10 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4843646 The complaint Mr and Mrs W complain that Accredited Insurance (Europe) Ltd were unfair in their rejection of their claim for damage to an outbuilding. What happened Mr and Mrs W had household insurance with Accredited. The insurance included cover for outbuildings, and they mad... (3 pages)View decision -
Decision Reference DRN-4721357
10 Jun 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4721357 The complaint A company, which I’ll refer to as H, complains that The Royal Bank of Scotland Plc failed to set up a fixed interest rate as instructed on a Coronavirus Business Interruption Loan (CBIL). What happened H received a £250,000 CBIL in May 2020. The interest rate was ... (5 pages)View decision -
Decision Reference DRN-4834651
10 Jun 2024 AWP P&C S.A. UpheldInsuranceDRN-4834651 The complaint Mr and Mrs H complain that AWP P&C SA has turned down a medical expenses claim Mrs H made on a travel insurance policy. Mr and Mrs H are represented by Mrs N. What happened The background to this complaint is well-known to both parties. So I’ve simply set out ... (4 pages)View decision -
Decision Reference DRN-4842872
10 Jun 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4842872 The complaint Ms H complains that London & Colonial Services Limited (‘L&C’) failed to carry out sufficient due diligence before accepting her Self-Invested Personal Pension (‘SIPP’) and investment applications, causing her a loss. For simplicity, I refer to Ms H throug... (34 pages)View decision -
Decision Reference DRN-4649139
10 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4649139 The complaint Mr H and Miss W complain that Santander UK Plc (‘Santander’) won’t refund the money they lost in a scam. What happened Mr H and Miss W have a joint account with Santander. As Mr H was involved in the scam, I’ll mainly refer to him in this decision. Mr H and Miss W... (5 pages)View decision -
Decision Reference DRN-4619189
10 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4619189 The complaint Mrs F complains that Monzo Bank Ltd did not refund the transactions she lost to a scam. What happened Mrs F had recently applied for jobs when she was contacted on a private messaging app by a recruiter. They said she could earn £1,600 per week in a flexible and f... (3 pages)View decision
