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-4713684
28 Mar 2024 Valleys Finance Limited UpheldConsumer CreditDRN-4713684 The complaint Mr H complains that Valleys Finance Limited (“Valleys”) gave him loans which he couldn’t afford to repay. Mr H says he had to take other loans and use credit cards in order to make ends meet. What happened A summary of Mr H’s borrowing can be found in the table be... (7 pages)View decision -
Decision Reference DRN-4708666
28 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4708666 The complaint The trustees of a trust, which I’ll refer to as T, complain that National Westminster Bank Plc closed the trust’s current account without giving proper notice. They say that this has left them unable to access the trust’s NatWest investment portfolio. This complai... (4 pages)View decision -
Decision Reference DRN-4470356
28 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4470356 The complaint Mr C is complaining about the amount AXA Insurance UK Plc has paid to settle a claim he made against his car insurance policy. What happened In July 2022 Mr C bought a car through a salvage agent and he paid £650 plus fees for it. He took out a car insurance polic... (2 pages)View decision -
Decision Reference DRN-4317191
28 Mar 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4317191 The complaint Mrs H is unhappy with how Legal and General Assurance Society Limited (L&G) handled her claim. What happened Mrs H has group income protection policy with her employer that is underwritten by L&G. In July 2022, Mrs H became unwell following a bereavement a... (3 pages)View decision -
Decision Reference DRN-4391025
28 Mar 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4391025 The complaint Miss H complains about how Accredited Insurance (Europe) Ltd settled her claim on her car insurance policy. What happened Miss H’s car was stolen and so she contacted Accredited to claim on her car insurance policy. Her car was then recovered but had been damaged ... (3 pages)View decision -
Decision Reference DRN-4519628
28 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4519628 The complaint A company, which I’ll refer to as H, complain that Santander UK Plc (Santander) unfairly closed its accounts, and in that process, provided poor service. In bringing this complaint, H is represented by its director, who I’ll refer to as Mr R What happened H was a... (5 pages)View decision -
Decision Reference DRN-4487214
28 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4487214 The complaint Mr B is unhappy that Barclays Bank UK Plc haven’t refunded money he lost as a result of a scam. Mr B is being represented by a claims management company but for ease of reading I’ll only refer to Mr B in my decision. What happened The detailed background to this c... (4 pages)View decision -
Decision Reference DRN-4579553
28 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4579553 Complaint Miss S is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background Miss S wanted to book a holiday in a caravan park for her family. She found a property advertised on a social media platform and contacted someone posing as the prop... (2 pages)View decision -
Decision Reference DRN-4369991
28 Mar 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4369991 The complaint Mr B complains about the delays caused by Advantage Insurance Company Limited after he claimed on his car insurance policy. What happened Mr B was driving his car and involved in a car accident, there were no other parties involved in the accident. Mr B claimed on... (2 pages)View decision -
Decision Reference DRN-4714477
28 Mar 2024 Sun Life Assurance Company of Canada (U.K.) Limited UpheldPensions and AnnuitiesDRN-4714477 The complaint Mr R held several pension arrangements with Sun Life Assurance Company of Canada (U.K.) Limited trading as Sun Life Financial of Canada (SLAC). The one complained about is a policy started a number of years ago. What happened In February 2023 Mr R contacted SLAC. ... (7 pages)View decision
