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 121479 results
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Decision Reference DRN-3876239
29 Dec 2022 Close Brothers Limited UpheldConsumer CreditDRN-3876239 The complaint Miss E complains about the quality of a car supplied to her by Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”). What happened Miss E acquired a used car under a conditional sale agreement with Close Brothers in February 2018. The ... (6 pages)View decision -
Decision Reference DRN-3826148
29 Dec 2022 Aviva Insurance Limited UpheldInsuranceDRN-3826148 The complaint Mrs and Mr B have complained about how Aviva Insurance Limited (‘Aviva’) handled their claim under their home insurance policy following accidental damage to their iPad. For the avoidance of doubt, the term ‘Aviva’ includes Aviva’s agents, suppliers and contractor... (3 pages)View decision -
Decision Reference DRN-3845246
29 Dec 2022 Tesco Underwriting Limited UpheldInsuranceDRN-3845246 The complaint Mr H has complained about the way in which Tesco Underwriting Limited (‘Tesco’) has handled his theft claim under his home insurance policy. For the avoidance of doubt ‘Tesco’ includes its representatives, loss adjusters and claims agents in this decision letter. ... (4 pages)View decision -
Decision Reference DRN-3876151
29 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3876151 The complaint In summary, Mr D has complained about the service and information he received from Santander UK Plc in respect of accounts he has with it. What happened In April 2022 Mr D contacted Santander about an account he wasn’t familiar with. He phoned Santander on the num... (3 pages)View decision -
Decision Reference DRN-3852119
29 Dec 2022 Nationwide Building Society UpheldMortgagesDRN-3852119 The complaint Miss S complains that Nationwide Building Society was late releasing the funds for her mortgage on the day of completion, so she wasn’t able to complete her purchase that day. What happened Miss S said Nationwide sent her a text and email the day before her house ... (3 pages)View decision -
Decision Reference DRN-3875616
29 Dec 2022 Covea Insurance plc UpheldInsuranceDRN-3875616 The complaint A limited company, which I will call R, has complained about the refusal of a claim under its Pubs and Wine Bars Insurance policy with Covea Insurance Plc. Mr B, as director of R, has brought the complaint on its behalf. What happened I issued a provisional decisi... (12 pages)View decision -
Decision Reference DRN-3786265
29 Dec 2022 Revolut Ltd UpheldBanking and PaymentsDRN-3786265 The complaint Mr I is unhappy that Revolut Ltd won’t refund a transaction he didn’t authorise. What happened Mr I’s partner received an email saying they had sold something they were selling online. After following the link, Mr I shared his card details and a onetime passcode ... (2 pages)View decision -
Decision Reference DRN-3758609
29 Dec 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3758609 The complaint Mr K, through his representative, complains that Everyday Lending Limited, trading as Everyday Loans, lent to him irresponsibly having failed to conduct thorough, appropriate, and reasonable checks. What happened In November 2018 Everyday Lending approved Mr K for... (4 pages)View decision -
Decision Reference DRN-3875522
29 Dec 2022 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-3875522 The complaint Mr S complains that London & Colonial Services Limited (‘L&C’) didn’t undertake sufficient due diligence on White Sands investments he made through his L&C Self-Invested Personal Pension (‘SIPP’) and that, as a result of this, he’s suffered significant... (44 pages)View decision -
Decision Reference DRN-3802634
29 Dec 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3802634 The complaint Mr B complains that National Westminster Bank Plc allowed payments he hadn’t authorised to debit his account. What happened Mr B says that payments from his account of £941.99 and £299.90 on 18 November 2021 weren’t agreed by him. And that the delay in obtaining a... (2 pages)View decision
