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 128312 results
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Decision Reference DRN-4885231
24 Jul 2024 The Royal Bank of Scotland Plc UpheldMortgagesDRN-4885231 The complaint Mr W complains that The Royal Bank of Scotland Plc trading as Virgin One Account closed his Virgin One account – a form of mortgage current account – and wouldn’t allow him to switch to a standard current account. He complains it caused difficulties in transfer... (4 pages)View decision -
Decision Reference DRN-4909785
24 Jul 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4909785 The complaint Mr W is unhappy with the limited range of interest rate products that were available to him when the existing deal on his mortgage with Barclays Bank UK PLC came to an end. What happened Mr W has held a mortgage with Barclays since 2014. He used to live in the... (5 pages)View decision -
Decision Reference DRN-4816314
23 Jul 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4816314 The complaint Mr T has complained about the administration of his Executive Pension Plan (EPP) that is managed by ReAssure Limited (ReAssure). He has faced several problems trying to claim his pension benefits and questioned whether the fund value he’s been told is correct. ... (4 pages)View decision -
Decision Reference DRN-4920360
23 Jul 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4920360 The complaint Mrs J has complained about the amount of time it has taken ReAssure Limited to pay the tax due to HMRC arising from a withdrawal she made from her pension plan. As a result of this, Mrs J didn’t have the tax deduction certificate which would have enabled her to... (4 pages)View decision -
Decision Reference DRN-4909042
23 Jul 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4909042 The complaint Mr H says National Westminster Bank Plc (NWB) lent irresponsibly when providing him with two loans in 2018. What happened On the same day in February 2018, NWB provided Mr H with two loans. The first was for £19,950 and the second was for £24,000. The term of b... (3 pages)View decision -
Decision Reference DRN-4768942
23 Jul 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4768942 The complaint Mr J and Miss R complain about how Fortegra Europe Insurance Company Ltd dealt with their furniture protection insurance claim. Fortegra uses a business, which I’ll refer to as G, to handle its claims and complaints. What happened Mr J and Miss R had furniture ... (3 pages)View decision -
Decision Reference DRN-4920709
23 Jul 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4920709 The complaint Mrs H has complained that Casualty & General Insurance Company (Europe) Ltd (CGICE) has rejected a claim she made on her pet insurance policy on the ground that the claim was for a pre-existing condition and therefore excluded from cover. I have previously... (4 pages)View decision -
Decision Reference DRN-4925342
23 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4925342 The complaint Mr M is unhappy with how Santander UK Plc (“Santander”) handled a quality of service claim he made to them What happened Mr M took his car to a garage I shall call “S” on 30 May 2023 for a diagnostic check after it suffered from oil leakage as well as smoke emi... (4 pages)View decision -
Decision Reference DRN-4924738
23 Jul 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4924738 The complaint Mr and Ms W complain that Lloyds Bank Plc won’t reimburse them after they believe they fell victim to a scam. What happened On 24 June 2024 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence a... (7 pages)View decision -
Decision Reference DRN-4922582
23 Jul 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4922582 The complaint Mr M complains about the quality of a car he got using a conditional sale agreement with Santander Consumer (UK) Plc and how he was treated, when the agreement was ended. What happened In November 2021, Mr M took out a conditional sale agreement with Santander ... (7 pages)View decision