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 130193 results
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Decision Reference DRN-5016829
13 Sep 2024 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5016829 The complaint The trust of J complains about the administration of the payment of a lump sum into a Trust Investment Plan (TIP) by The Prudential Assurance Company Limited (Prudential). It complains that Prudential didn’t give sufficient warning that funds sourced from a bu... (12 pages)View decision -
Decision Reference DRN-5021655
13 Sep 2024 Covea Insurance plc UpheldInsuranceDRN-5021655 The complaint Mr F is unhappy with the service provided by Covea Insurance plc (Covea) following a claim made on his home insurance policy. Mrs F and Mr F are both parties to this complaint. Mr F has primarily dealt with this service. For ease of reference I have referred t... (7 pages)View decision -
Decision Reference DRN-4841536
13 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4841536 Complaint Ms L is unhappy that Santander UK Plc didn’t reimburse her after she fell victim to a scam. Background In March 2023, Ms L fell victim to a safe account scam. She received a text message that appeared to be from Santander asking her to confirm whether she made a pa... (3 pages)View decision -
Decision Reference DRN-5022167
13 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5022167 The complaint Mr P has complained about Mitsubishi HC Capital UK Plc trading as Hitachi Capital (“Mitsubishi”)’s response to a claim he made under Section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”), and in relation to allegations of an unfair relationship taking... (8 pages)View decision -
Decision Reference DRN-4976781
13 Sep 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4976781 The complaint Ms J and Ms J complain about the actions of The Co-operative Bank Plc (Co-op) in their maintenance of children’s savings accounts held with them, and how they handled a subsequent complaint. I have just referred to Ms J in this decision and I am aware of other,... (4 pages)View decision -
Decision Reference DRN-4976853
13 Sep 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4976853 The complaint Miss J and Ms J complain about the actions of The Co-operative Bank Plc (Co-op) in their maintenance of children’s savings accounts held with them, and how they handled a subsequent complaint. I have just referred to Ms J in this decision and I am aware of simi... (4 pages)View decision -
Decision Reference DRN-4976843
13 Sep 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4976843 The complaint Miss J and Ms J complain about the actions of The Co-operative Bank Plc (Co-op) in their maintenance of children’s savings accounts held with them, and how they handled a subsequent complaint. I have just referred to Ms J in this decision and I am aware of othe... (4 pages)View decision -
Decision Reference DRN-4819594
13 Sep 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4819594 The complaint Miss A and Mr S are unhappy Inter Partner Assistance SA (IPA) declined a claim on their travel insurance policy. What happened Miss A and Mr S had a travel insurance policy underwritten by IPA. They were on holiday abroad with their child when Mr S jumped into ... (4 pages)View decision -
Decision Reference DRN-4833259
13 Sep 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4833259 The complaint Miss L has complained that Santander agreed unaffordable increases to her overdraft without doing the right affordability checks. She says the increased overdraft was unaffordable and has asked for all interest and charges incurred on the overdraft to be refund... (5 pages)View decision -
Decision Reference DRN-4790564
13 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4790564 The complaint Mr L and Mrs P are unhappy with the settlement they received from esure insurance Limited “esure” after their car was declared a total loss. For ease of reading, I’ll just refer to Mr L throughout this decision. What happened In December 2023, Mr L made a claim... (3 pages)View decision