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 119923 results
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Decision Reference DRN-3600145
20 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3600145 Complaint Miss S has complained that NewDay Ltd (trading as “Aqua”) charged her even more interest on her credit card despite being on a repayment plan as a result of being in persistent debt. Background In September 2018, Aqua wrote to Miss S to let her know that over the prev... (5 pages)View decision -
Decision Reference DRN-3853168
20 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3853168 The complaint Mrs S complains that Santander UK Plc (Santander) made errors on an international payment. What happened On 18 March 2022, Mrs D visited a branch of Santander and asked to transfer £10,000 from her account to a relative in Serbia. On 21 March 2022, Santander sent ... (3 pages)View decision -
Decision Reference DRN-3869048
20 Dec 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3869048 The complaint N complains that The Co-operative Bank Plc (Co-op) accepted a switching request for its account from another bank before it had made the decision about which bank it was going to move to. N is represented by its director, Mr S. What happened N’s bank offered it a ... (3 pages)View decision -
Decision Reference DRN-3762151
20 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3762151 The complaint Mr M complains about the way Admiral Insurance (Gibraltar) Limited handled his claim under his motor insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. In summary, Mr M was inv... (3 pages)View decision -
Decision Reference DRN-3859173
20 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3859173 The complaint Miss G complains about Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of her claim, under her motor insurance policy, following an accident when driving. What happened Miss G was involved in a car accident in December 2020. She contacted Admiral and it... (4 pages)View decision -
Decision Reference DRN-3838581
20 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3838581 The complaint Ms B has complained that QIC Europe Ltd (QIC) unfairly declined a claim for an escape of water at her home. What happened Ms B was having a new bathroom fitted. When the plumber was finishing stripping the bathroom, he found a water leak. So, Ms B contacted QIC to... (2 pages)View decision -
Decision Reference DRN-3837190
20 Dec 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3837190 The complaint Mrs A complains Santander Consumer (UK) Plc (Santander) trading as Hyundai Finance (Hyundai) provided finance for a car that was not of satisfactory quality. She asks to reject it. What happened I set out the background to this complaint in my earlier provisional ... (5 pages)View decision -
Decision Reference DRN-3769793
20 Dec 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3769793 Complaint Miss M is unhappy that Barclays Bank UK PLC won’t refund the money she lost when she fell victim to an investment scam. Background In late 2020, a friend of Miss M’s recommended she invest her money with a particular business. Her friend had already invested money wit... (4 pages)View decision -
Decision Reference DRN-3864898
20 Dec 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3864898 The complaint Ms B is unhappy with the way Fairmead Insurance Limited dealt with a claim she made under her buildings insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Ms B got in touch with Fairmead when ... (7 pages)View decision -
Decision Reference DRN-3722396
20 Dec 2022 Amtrust International Underwriters DAC UpheldInsuranceDRN-3722396 The complaint Mr D and Ms R complain that Amtrust International Underwriters DAC unfairly declined their claim on their Structural Warranty Policy. What happened Mr D and Ms R bought a property which had been converted into separate dwellings. The property came with a 10-year i... (4 pages)View decision
