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 125400 results
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Decision Reference DRN-4573658
18 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4573658 The complaint Mr J complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim under a home insurance policy. Reference to RSA includes the actions of its agents. What happened The details of this complaint are known to all parties, so I won’t rep... (5 pages)View decision -
Decision Reference DRN-4315294
18 Mar 2024 Citibank UK Limited UpheldBanking and PaymentsDRN-4315294 The complaint Mr W has complained that Citibank UK Limited (“Citibank”) placed a block on his account and then refused to let him clear his overdraft, which resulted in his account being placed into default. What happened Citibank applied a block to Mr W’s account on 19 Decembe... (3 pages)View decision -
Decision Reference DRN-4689435
18 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4689435 The complaint Mr H has complained that a claim under his motor insurance policy has been marked as a fault claim by Admiral Insurance (Gibraltar) Limited. What happened Mr H had an accident in which he went into the back of another vehicle. He made a claim for his vehicle which... (3 pages)View decision -
Decision Reference DRN-4426105
18 Mar 2024 Nationwide Building Society UpheldMortgagesDRN-4426105 The complaint Mr M complains that Nationwide Building Society hasn’t fairly accounted for overpayments he’s made to his mortgage. What happened Mr M has a mortgage with Nationwide. He’s made substantial overpayments over the years and is concerned that Nationwide hasn’t account... (3 pages)View decision -
Decision Reference DRN-4589942
18 Mar 2024 Madison CF UK Limited UpheldConsumer CreditDRN-4589942 The complaint Mr L complains that Madison CF UK Limited (trading as 118 118 Money) was irresponsible to lend to him. What happened Mr L was approved for the following loan from 118 118 Money in November 2021: Loan Date Amount Term Repayment Repaid 1 27 Nov 2021 £1,500 24m £109.... (3 pages)View decision -
Decision Reference DRN-4689395
18 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4689395 The complaint Mr Z is unhappy with the service he received from Santander UK Plc surrounding transfers he wanted to make into an ISA. What happened Mr Z opened a new ISA in branch with Santander and made an immediate transfer of £10,000 from another ISA (the ‘old ISA’) that Mr ... (3 pages)View decision -
Decision Reference DRN-4660834
18 Mar 2024 Covea Insurance plc UpheldInsuranceDRN-4660834 The complaint Mrs W has complained about the refusal of a claim made under a pet insurance policy with Covea Insurance plc. What happened Mrs W took out the policy in July 2022. In March 2023, she made a claim for the cost of treatment for rupture of her dog’s left cruciate lig... (3 pages)View decision -
Decision Reference DRN-4652694
18 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4652694 The complaint Miss S has complained about the way U K I Limited trading as Churchill recorded an incident on a central underwriting database. A named driver made a claim under Miss S’s car insurance policy with UKI. What happened Miss S bought a car insurance policy with UKI. T... (2 pages)View decision -
Decision Reference DRN-4564460
18 Mar 2024 TSB Bank plc UpheldMortgagesDRN-4564460 The complaint Mr A has complained about a mortgage he held with TSB Bank plc trading as Whistletree. What happened Mr A took out this mortgage in 2006 through an independent mortgage broker. He borrowed £109,245 on a repayment basis over a 35-year term. The interest rate was fi... (6 pages)View decision -
Decision Reference DRN-4688073
18 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4688073 The complaint Mr D’s complaint is that National Westminster Bank Plc (“NatWest”) permitted him to continue using his overdraft and incurring fees and charges when it should have seen he wasn’t using the facility as intended. To put things right, Mr D wants NatWest to refund fee... (3 pages)View decision
