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-4716967
13 May 2024 Newcastle Building Society UpheldInvestmentsDRN-4716967 The complaint Mr and Mrs T, complain that Newcastle Building Society (Newcastle) failed to provide them with an appropriate level of customer service in connection with their family trust. What happened The facts of this case are well known to the parties so, I won’t repeat it ... (5 pages)View decision -
Decision Reference DRN-4737128
13 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4737128 The complaint Mr G complains Santander UK Plc (“Santander”) made mistakes when he transferred money from his account with them to one overseas. What happened On 25 April 2023 Mr G tried to make a payment to his bank account overseas. Instead of the correct amount in sterling th... (2 pages)View decision -
Decision Reference DRN-4790244
13 May 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4790244 The complaint P, a limited company, complain that National Westminster Bank Plc unreasonably closed their accounts and withheld the funds in them. They’d like to be compensated. What happened P held accounts with NatWest. But in September 2022 the director of P found that he co... (5 pages)View decision -
Decision Reference DRN-4793268
13 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4793268 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a commercial vehicle insurance policy. What happened The subject matter of the claim and the complaint is a van, first registered in 2019 with a “69” registration plate. Mr C’s compa... (6 pages)View decision -
Decision Reference DRN-4794902
13 May 2024 U K Insurance Limited UpheldInsuranceDRN-4794902 The complaint B, a limited company, complains about the settlement it’s been offered by U K Insurance Limited (UKI) following a claim under its commercial motor fleet insurance policy. B is being represented in this complaint by its director. What happened B has a commercial mo... (3 pages)View decision -
Decision Reference DRN-4630402
13 May 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4630402 The complaint Mrs E is complaining that Specialist Motor Finance Limited (SMF) shouldn’t have lent to her – she says they were irresponsible in doing so. Mrs E is represented in her complaint, but for ease I’ve written as if we’ve dealt directly with her throughout. What happen... (3 pages)View decision -
Decision Reference DRN-4734864
13 May 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4734864 The complaint Mr and Mrs B complain that Legal and General Assurance Society Limited (L&G) has turned down a critical illness claim Mr B made on a decreasing term assurance policy with critical illness cover. As Mr B brought the complaint to us, for ease, I’ve referred main... (3 pages)View decision -
Decision Reference DRN-4651048
13 May 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4651048 The complaint Mr C complains that The Prudential Assurance Company Limited (The Prudential) gave him an incorrect fund value for his pension. What happened Mr C said his pension was due to mature in late 2023. The Prudential said his policy did not allow drawdown and he would n... (7 pages)View decision -
Decision Reference DRN-4790248
13 May 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4790248 The complaint Mr M has a self-invested personal pension (‘SIPP’) with London & Colonial Services Limited (‘L&C’). Mr M complains L&C failed to carry out appropriate due diligence checks on his SIPP application which led him to invest in non-mainstream investments. T... (40 pages)View decision -
Decision Reference DRN-4457256
13 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4457256 The complaint Mr C complains that Santander UK Plc provided incorrect information, blocked his accounts on two occasions within 30 minutes and caused a loss of account access for 10 days. Mr C also complained about the interest rate Santander applied to his Variable Rate ISA. W... (4 pages)View decision
