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 130332 results
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Decision Reference DRN-4790678
30 Sep 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4790678 The complaint Mr C complained that Fairmead Insurance Limited were unfair in their handling of a claim he made for damage caused to his property – the claim related to subsidence. What happened Mr C had home insurance with Fairmead and made the aforementioned claim. Mr C wa... (3 pages)View decision -
Decision Reference DRN-4800266
30 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4800266 The complaint Miss M complains that Santander UK Plc (“Santander”) failed to refund transactions she didn’t recognise. What happened Miss M noticed her card had been used by her (at the time) partner to make a number of transactions to a betting company I’ll refer to as P. M... (4 pages)View decision -
Decision Reference DRN-4684954
30 Sep 2024 Newbury Building Society UpheldBanking and PaymentsDRN-4684954 The complaint Miss C has complained that Newbury Building Society (“NBS”) marked her savings account as dormant without telling her. Miss C says that this prevented her from paying money into an ISA. What happened Miss C says that she went to withdraw money from her savings ... (3 pages)View decision -
Decision Reference DRN-5042343
30 Sep 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5042343 The complaint Miss A complains that Moneybarn No.1 Limited (Moneybarn) irresponsibly granted her a conditional sale agreement that she couldn’t afford to repay. Miss A has also complained about the delays in Moneybarn making its offer. What happened In June 2022 Miss A acqu... (3 pages)View decision -
Decision Reference DRN-5050797
30 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5050797 The complaint Ms S is unhappy with the proposed settlement offered by AXA Insurance UK Plc (AXA) on an escape of water claim under her home insurance policy. She’s also unhappy with the overall service AXA provided in the handling of her claim. What happened Ms S has a home ... (7 pages)View decision -
Decision Reference DRN-5051697
30 Sep 2024 GoCardless Ltd UpheldBanking and PaymentsDRN-5051697 The complaint A company which I’ll call ‘R’ complains that GoCardless Ltd behaved unreasonably when it changed pricing structure. The complaint is brought on R’s behalf by one of its directors, Mr F. What happened R had an existing agreement with GoCardless for it to proce... (3 pages)View decision -
Decision Reference DRN-4961834
30 Sep 2024 Peter Stewart Associates Limited UpheldPensions and AnnuitiesDRN-4961834 The complaint Mrs K is unhappy with the work done by Peter Stewart Associates Limited (PSA) who were involved in the transfer and investment advice Mrs K received in respect of funds derived from her preserved Occupational Pension Scheme (OPS) benefits. She says she lost out... (51 pages)View decision -
Decision Reference DRN-5051382
30 Sep 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5051382 The complaint A has complained that National Westminster Bank Plc (“NatWest”) closed its account. What happened Previously, NatWest had blocked A’s account as NatWest had entered the wrong entity when recording the details of the shareholders of A. NatWest had also refused A... (6 pages)View decision -
Decision Reference DRN-5041364
30 Sep 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5041364 The complaint W complains that Accelerant Insurance Europe SA/NV (Accelerant) has unfairly declined its claim under its Combined Insurance Policy for damage to its sewage treatment plant. W has used a third party to represent it in both the claim and complaint but for ease,... (3 pages)View decision -
Decision Reference DRN-5051591
30 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5051591 The complaint Mr and Mrs A complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim they made on their home insurance policy for damaged caused by subsidence. What happened Mr and Mrs A noticed damage to their property in 2018, RSA accepted ... (3 pages)View decision