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 128535 results
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Decision Reference DRN-4948103
5 Sep 2024 Dentons Pension Management Limited UpheldPensions and AnnuitiesDRN-4948103 The complaint Mr M complains about administration fees charged by Dentons Pension Management Limited on his Self-Invested Personal Pension (SIPP). He says the fees charged are unfair and unjustified because his SIPP has effectively been frozen due to the liquidation of the W... (10 pages)View decision -
Decision Reference DRN-4784392
5 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4784392 The complaint Mrs S complains about poor customer service from Santander UK Plc when she tried to make a large payment from her account in January 2024. Specifically, she is unhappy that she was told to use voice security when previously told this would not be required. Wha... (3 pages)View decision -
Decision Reference DRN-4944599
5 Sep 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4944599 The complaint Miss N’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy. Miss N says C&G treated her unfairly. What happened Miss N made a claim on her C&G pet insurance policy for treat... (4 pages)View decision -
Decision Reference DRN-5004635
5 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5004635 The complaint Mrs D has complained about Hitachi Capital (UK) Plc, now trading as Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair rela... (10 pages)View decision -
Decision Reference DRN-5004464
5 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5004464 The complaint Mr R complains that Nationwide Building Society (“Nationwide”) rejected his Direct Debit (DD) indemnity claim and won’t refund him for two transactions that debited his account in June and July 2017. What happened Mr R holds a bank account with Nationwide. A D... (3 pages)View decision -
Decision Reference DRN-4912427
5 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4912427 The complaint Mr I has complained Revolut Ltd allowed a fraudulent transaction to be taken from his account which left him having to sort out the consequences of fraud. What happened In April 2023 Mr I noticed a large dollar transaction made on his Revolut account. As he’d n... (2 pages)View decision -
Decision Reference DRN-4496362
5 Sep 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-4496362 The complaint Mr C complains about the way Acromas Insurance Company Limited handled a claim under a Parts and Garage Cover (PGC) insurance policy. Reference to Acromas include its agents. What happened Mr C held a PGC policy which was underwritten by Acromas. The Investigat... (4 pages)View decision -
Decision Reference DRN-4924322
5 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4924322 The complaint Mr P complains Bank of Scotland plc (BoS) hasn’t assisted him in providing information and answering questions he has about accounts linked to him. What happened Below is a summary: In 2021, Mr P received a letter from the bank to say it had located an account ... (2 pages)View decision -
Decision Reference DRN-5001780
5 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5001780 The complaint Mr and Mrs A have complained about the way AXA Insurance UK Plc has handled their claim under their home insurance policy. Mr and Mrs A are represented by Mr P. What happened There was a leak from a pipe under the floor of the kitchen/diner in Mr and Mrs A’s ... (8 pages)View decision -
Decision Reference DRN-4917206
5 Sep 2024 U K Insurance Limited UpheldInsuranceDRN-4917206 The complaint Mr J complains about the way UK Insurance Limited trading as Privilege (“UKI”) handled a claim he made on his motor insurance policy. What happened In summer 2023, whilst Mr J was driving his car, he was involved in a collision with a third party (TP). Mr J say... (3 pages)View decision