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 118878 results
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Decision Reference DRN-3846990
7 Dec 2022 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-3846990 The complaint R, a partnership complains that Bank of Ireland (UK) Plc (BOI) sent sensitive information to an unauthorised third party. R is represented by its partners. What happened R complained to BOI after finding out that bank statements for its business account had been e... (2 pages)View decision -
Decision Reference DRN-3846325
7 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3846325 The complaint Miss C complains that National Westminster Bank Plc won’t refund a disputed payment made from her current account. What happened Miss C says that in December 2021 her phone was stolen while she was on a night out. The next morning Miss C saw she had received an em... (3 pages)View decision -
Decision Reference DRN-3846763
7 Dec 2022 The Royal Bank of Scotland Plc UpheldMortgagesDRN-3846763 The complaint This complaint is about a letter Mrs F received concerning outstanding arrears on a closed mortgage previously held with The Royal Bank of Scotland Plc (“RBS”). What happened Mrs F held a mortgage with her ex-husband which has outstanding arrears on it. Mrs F reac... (3 pages)View decision -
Decision Reference DRN-3814967
7 Dec 2022 Santander UK Plc UpheldMortgagesDRN-3814967 The complaint Mr and Mrs M are unhappy that, when their interest-only mortgage term ended in 2014, Santander UK Plc would not extend the term. As a result, they took out an equity release mortgage, which they did not want. What happened I will summarise the complaint in less de... (5 pages)View decision -
Decision Reference DRN-3727006
7 Dec 2022 ReAssure Limited UpheldInvestmentsDRN-3727006 The complaint Mr T complains that ReAssure Limited incorrectly calculated the surrender value of his whole of life policy. What happened In November 1989 Mr T took out a reviewable whole of life policy with a business that has since been acquired by ReAssure. The policy initial... (3 pages)View decision -
Decision Reference DRN-3819433
7 Dec 2022 ITI Capital Limited UpheldInvestmentsDRN-3819433 The complaint Mrs R complains ITI Capital Limited (“ITI Capital”) didn’t administer her account properly. In particular she says ITI Capital failed to give her timely access to her account and took too long to transfer her account out to her new provider. What happened Mrs R ex... (2 pages)View decision -
Decision Reference DRN-3667648
7 Dec 2022 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-3667648 The complaint Mrs F complains about the delay applied to a switch of her pension funds by The Prudential Assurance Company Limited (Prudential). Mrs F says she was forced to cancel the switch of her funds to cash because of the 28-day delay. She decided to make the switch at a ... (9 pages)View decision -
Decision Reference DRN-3800044
7 Dec 2022 Openwork Limited UpheldMortgagesDRN-3800044 The complaint Mr and Mrs B complain they suffered a financial loss when purchasing a new home due to unnecessary delays caused by their broker. The broker was an appointed representative of Openwork Limited (“Openwork”). What happened Mr and Mrs B wanted to sell their existing ... (4 pages)View decision -
Decision Reference DRN-3798956
7 Dec 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3798956 The complaint Ms R complains about the hourly rate DAS Legal Expenses Insurance Company Limited (DAS LEI) said it would pay her preferred solicitors when she made a claim on a legal expenses insurance policy. What happened Ms R holds legal expenses insurance with DAS LEI. She m... (3 pages)View decision -
Decision Reference DRN-3796664
7 Dec 2022 West Bay Insurance Plc UpheldInsuranceDRN-3796664 The complaint Mr W complains that West Bay Insurance Plc (“West Bay”) declined a claim on his motor insurance policy. What happened Mr W had a motor insurance policy with West Bay covering his car. In March 2022, Mr W was driving his car in poor weather when he crashed. His car... (5 pages)View decision
