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-4914924
17 Jul 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4914924 The complaint Mr B’s complaint is that Metro Bank PLC closed his account very soon after it had been opened, without notice and without good reason. He believes that, in doing so, the bank acted in a discriminatory manner towards him. What happened In January 2023 Mr B atten... (5 pages)View decision -
Decision Reference DRN-4824778
17 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4824778 The complaint Mr J has complained that U K Insurance Limited (UKI) didn’t offer the correct market valuation of his car under his motor policy given his car was deemed a total loss following an accident. What happened Mr J insured his car with UKI and was involved in an acc... (3 pages)View decision -
Decision Reference DRN-4873508
17 Jul 2024 HDI Global Specialty SE UpheldInsuranceDRN-4873508 The complaint Mr B is a sole trader. He complains HDI Global Specialty SE turned down a claim he made on his business protection insurance policy. All references to HDI include its agents and claims handlers. What happened In October 2021 Mr B contacted HDI to make a damage ... (3 pages)View decision -
Decision Reference DRN-4729062
17 Jul 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4729062 The complaint X has complained about the delays caused by Phoenix Life Limited in establishing their annuity. X has said that the matter has caused them stress and anxiety over a five month period. X has requested that Phoenix pay them £10,000 in compensation. What happened ... (3 pages)View decision -
Decision Reference DRN-4914625
17 Jul 2024 Zuto Limited UpheldConsumer CreditDRN-4914625 The complaint Mr M complains that Zuto Limited failed to treat him fairly when it released funds for the purchase of a used car to the dealer before he had given his agreement for the purchase to be completed. What happened I issued a provisional decision on this complaint l... (3 pages)View decision -
Decision Reference DRN-4914456
17 Jul 2024 One Insurance Limited UpheldInsuranceDRN-4914456 The complaint Mrs S has complained about her car insurer One Insurance Limited because, shortly after she made a claim to it, it cancelled her policy. What happened Mrs S arranged cover provided by One Insurance via a price comparison website (PCW). The cover was branded an... (4 pages)View decision -
Decision Reference DRN-4909060
17 Jul 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4909060 The complaint Mr U is unhappy that Nationwide Building Society reduced his credit limit and reported adverse information to his credit file. What happened On 2 November 2023, made a large payment to his Nationwide credit account which cleared the outstanding balance in full... (4 pages)View decision -
Decision Reference DRN-4750585
17 Jul 2024 One Insurance Limited UpheldInsuranceDRN-4750585 The complaint Mr S complains One Insurance Limited settled his motor insurance claim unfairly. Mr S has been represented for the complaint. For simplicity I’ve referred to the representative’s actions as being Mr S’ own. What happened In May 2023 Mr S’ van was stolen. His ... (4 pages)View decision -
Decision Reference DRN-4904634
17 Jul 2024 Diane Gwyther UpheldMortgagesDRN-4904634 The complaint Mr I and Mrs G complain that Diane Gwyther trading as Cascade Mortgages (“Cascade”) took out a remortgage for them without their permission. They said they were arranging a better option elsewhere, but were now paying more on the mortgage Cascade arranged. What... (6 pages)View decision -
Decision Reference DRN-4873181
17 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4873181 The complaint Miss S complains that Santander converted her student account to a graduation account a year early. Miss S also complains about Santander’s decision to remove the overdraft and record a default on her credit file. What happened Miss S opened a student account ... (4 pages)View decision