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 120163 results
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Decision Reference DRN-3846588
7 Dec 2022 Madison CF UK Limited UpheldBanking and PaymentsDRN-3846588 The complaint Mrs S complains that Madison CF UK Limited trading as 118 118 Money irresponsibly provided her with a credit card and increased the credit limit when she was unable to afford the repayments. What happened Mrs S was provided with a credit card by 118 118 Money on 9... (3 pages)View decision -
Decision Reference DRN-3818095
7 Dec 2022 British Gas Insurance Limited UpheldInsuranceDRN-3818095 The complaint Mr K has complained that British Gas Insurance Limited’s technicians provided a poor level of service under his Homecare insurance policy, which led to damage to his floor and an injury to his arm. What happened Mr K thought there was a water leak in his kitchen a... (2 pages)View decision -
Decision Reference DRN-3847118
7 Dec 2022 Unum Ltd UpheldInsuranceDRN-3847118 The complaint Mrs S complains that Unum Ltd turned down an income protection claim she made on her employer’s group insurance policy. What happened Mrs S was a member of her employer’s group income protection policy. She was insured on an ‘own occupation’ basis. The policy defe... (5 pages)View decision -
Decision Reference DRN-3847124
7 Dec 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3847124 The complaint Mr G complains about the way AXA PPP Healthcare Limited handled his private medical insurance claim. What happened Briefly, Mr G made a private medical insurance claim when he was referred to a specialist for varicose vein treatment. AXA requested a procedure code... (3 pages)View decision -
Decision Reference DRN-3770300
7 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3770300 The complaint Mr L has complained that Nationwide Building Society irresponsibly lent to him. What happened Mr L opened a credit card account with Nationwide in January 2019. The initial credit limit was £5,400. Mr L eventually defaulted on his credit card. Mr L says that Natio... (3 pages)View decision -
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
