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 125399 results
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Decision Reference DRN-4260318
10 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4260318 The complaint Mr H complains about Santander UK Plc. He says that Santander didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost. What happened In December 2021, Mr H was contacted by email by someone who said... (4 pages)View decision -
Decision Reference DRN-4730514
10 Apr 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4730514 The complaint A company, which I’ll refer to as C, complains about the way The National Farmers Union Mutual Insurance Society Limited (“NFU Mutual”) has dealt with a claim on its commercial property insurance policy, saying repairs were of poor quality and further work is need... (4 pages)View decision -
Decision Reference DRN-4386143
10 Apr 2024 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-4386143 The complaint The estate of Mr B’s complaint is about the delayed pay out to the estate of the late Mr B’s The Royal London Mutual Insurance Society Limited (‘Royal London’) with-profits bond. The estate of Mr B is unhappy with the interest rate Royal London has used in paying ... (5 pages)View decision -
Decision Reference DRN-4687182
10 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4687182 The complaint Mr L complains that Metro Bank PLC blocked his account whilst waiting for information requested. Mr L would like £1,000 compensation and the block removed. What happened Mr L had an account with Metro. Following a review Metro asked Mr L to provide proof of source... (2 pages)View decision -
Decision Reference DRN-4504894
10 Apr 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4504894 The complaint Mr J via a representative complains that Wise Payments Limited (“Wise”) won’t refund the money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In December 2022, Mr ... (3 pages)View decision -
Decision Reference DRN-4705119
10 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4705119 The complaint Mr G, Mr P and Ms S complain that Aviva Insurance Limited declined a claim made on their buildings insurance policy for a drainage problem. As Mr G has primarily dealt with things, I’ll refer to him only. What happened The circumstances of this complaint aren’t in... (4 pages)View decision -
Decision Reference DRN-4730228
9 Apr 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4730228 The complaint Mr R complains about the actions of BMW Financial Services (GB) Limited (BMWFS) in relation to what happened when he requested to refinance the outstanding balloon payment on his PCP agreement. What happened Mr R entered into a PCP agreement with BMWFS which was d... (2 pages)View decision -
Decision Reference DRN-4702121
9 Apr 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4702121 The complaint Mr R is unhappy with the delay in dealing with a claim for an escape of water on a home insurance policy underwritten by Lloyds Bank General Insurance Limited. Mr R is also very concerned about the ongoing alternate accommodation costs and whether his insurer will... (3 pages)View decision -
Decision Reference DRN-4182234
9 Apr 2024 Alvar Financial Services Limited UpheldInvestmentsDRN-4182234 The complaint Mr S’s representative complains that Alvar Financial Services Limited failed to post all of his executed derivative positions to his account statements. He went on to say that this resulted in him overtrading and creating losses on the new position that he shouldn... (6 pages)View decision -
Decision Reference DRN-4697818
9 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4697818 The complaint Mr N complains Barclays Bank UK PLC did not add a flag to his account about his vulnerabilities, did not call him back several times when it had agreed to and provided him with poor customer service. He complains there were two telephone calls where Barclays advis... (3 pages)View decision
