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 122183 results
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Decision Reference DRN-3987335
20 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3987335 The complaint Mrs S complains that Santander UK Plc did not raise a chargeback dispute about her debit card purchase of drain repairing services. What happened In August 2022 Mrs S paid a third party to repair her drains. She paid about £4,800 with her Santander debit card. The... (2 pages)View decision -
Decision Reference DRN-4258150
20 Jul 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4258150 The complaint Mr O, in conjunction with his representative, has previously complained about advice given by Aviva Life & Pensions UK Limited (Aviva) trading as Colonial Mutual, to purchase a Free- Standing Additional Voluntary Contribution (FSAVC) plan. This complaint has b... (6 pages)View decision -
Decision Reference DRN-4232680
20 Jul 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4232680 The complaint Miss P complains about Casualty & General Insurance Company (Europe) Ltd (CG) declining a claim under her pet insurance policy for treatment of her dog. References to CG include their agents who administer the policy. This decision only covers Miss P’s complai... (5 pages)View decision -
Decision Reference DRN-4107469
20 Jul 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4107469 The complaint Mr P has complained that Santander UK Plc (“Santander”) wrongly allowed his ex-partner to withdraw money from a joint savings account. What happened Mr P had a joint savings account with his ex-partner. He contacted Santander as he was having a dispute with his ex... (2 pages)View decision -
Decision Reference DRN-4190190
20 Jul 2023 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-4190190 The complaint Mr W has two main areas of complaint with The Royal London Mutual Insurance Society Limited (Royal London). Firstly, Mr W has stated his pension should have had a drawdown facility set up from its inception in 2011. In 2022, when trying to access the pension, Mr W... (4 pages)View decision -
Decision Reference DRN-4107669
20 Jul 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4107669 The complaint A business, which I’ll refer to as ‘T’, is unhappy that National Westminster Bank Plc (“NatWest”) still consider one of the business partners who left the business to be jointly and severally liable for a Bounce Back Loan (“BBL”) balance. This complaint is brough ... (3 pages)View decision -
Decision Reference DRN-4218090
20 Jul 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4218090 The complaint Mr and Mrs G are unhappy with how Royal & Sun Alliance Insurance Limited dealt with a claim they made on a home emergency insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them again here. Instead, I... (1 page)View decision -
Decision Reference DRN-4124136
20 Jul 2023 True Potential Wealth Management LLP UpheldPensions and AnnuitiesDRN-4124136 The complaint Mrs A complains about the advice True Potential Wealth Management LLP gave to her to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a self- invested personal pension (‘SIPP’). She says the advice was unsuitable for her and bel... (9 pages)View decision -
Decision Reference DRN-4177079
20 Jul 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4177079 The complaint Mr W has complained about his motor insurer, Advantage Insurance Company Limited (“Advantage”), and about the way it dealt with a third party claim against his policy. Advantage is the underwriter of this policy i.e. the insurer. Throughout the claim Mr W was deal... (8 pages)View decision -
Decision Reference DRN-4101285
20 Jul 2023 One Insurance Limited UpheldInsuranceDRN-4101285 The complaint Mrs G is unhappy with how One Insurance Limited handled a claim she made on her motor insurance policy. What happened Mrs G was involved in an accident with another driver. She’s unhappy with how the claim was handled, including the service she received and One In... (3 pages)View decision
