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 125363 results
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Decision Reference DRN-3810396
15 Mar 2023 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3810396 The complaint Mr P complains that Zurich Assurance Ltd trading as Allied Dunbar Assurance plc failed to provide him with appropriate information or advice about making additional pension contributions in 1996. What happened Mr P has been assisted in making his complaint by a cl... (4 pages)View decision -
Decision Reference DRN-4024608
15 Mar 2023 Cofunds Limited UpheldInvestmentsDRN-4024608 The complaint Mr D on behalf of Mr L’s estate complains about the delay caused by Cofunds Limited in transferring Mr L’s investments, resulting in a higher inheritance tax liability than anticipated. Mr D is the executor for the estate. What happened In 2018 Mr L received finan... (4 pages)View decision -
Decision Reference DRN-3880546
15 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3880546 The complaint Mrs E complains about the quality of a car windscreen Admiral Insurance (Gibraltar) Limited (Admiral) replaced following a claim on her car insurance policy and about the effect this had on her. Mr E, a named driver on Mrs E’s policy, has at times dealt with Mrs E... (3 pages)View decision -
Decision Reference DRN-4023140
15 Mar 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4023140 The complaint Ms C complains about the time it took Domestic & General Insurance Plc to replace her dishwasher when it broke down and the level of customer service she received from them. What happened Ms C had cover for her dishwasher with D&G. She contacted D&G in... (4 pages)View decision -
Decision Reference DRN-4024347
15 Mar 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4024347 The complaint Mrs L complains about charges from Volkswagen Financial Services (UK) Limited (“VWFS”). What happened In March 2018, Mrs L acquired a new car using a hire agreement with VWFS. The agreement was taken over 24 months and the permitted maximum total mileage as per th... (4 pages)View decision -
Decision Reference DRN-4010767
15 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4010767 The complaint Mr M complains that Santander UK Plc blocked his account and withheld funds without reason. He would like an explanation and £20,000 compensation. Mr M is represented by Ms D. What happened The facts which led to Mr M bringing his complaint to our service are well... (4 pages)View decision -
Decision Reference DRN-4024222
15 Mar 2023 Close Brothers Limited UpheldConsumer CreditDRN-4024222 The complaint Mr S complains about a quality of a car supplied to him by Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) and he’s unhappy with the information it reported about his conditional sale agreement to credit reference agencies. What h... (7 pages)View decision -
Decision Reference DRN-3952032
15 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3952032 The complaint Company A complains that National Westminster Bank Plc wouldn’t reimburse the money they lost due to an authorised push payment scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Briefly, as I unde... (5 pages)View decision -
Decision Reference DRN-3836453
15 Mar 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3836453 The complaint Mr A has a mortgage with Barclays Bank UK PLC (“Barclays”). He complains about the way it has been managed. What happened In early 2018 Mr A took out a repayment mortgage with Barclays. The mortgage was for £360,000 plus fees over a 22-year term. Mr A missed two m... (5 pages)View decision -
Decision Reference DRN-4008390
15 Mar 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4008390 The complaint Miss Z complains that Santander UK Plc (“Santander”) has failed to refund money that she lost as part of an investment scam. What happened Miss Z was following an investment influencer online. After being contacted by someone who was pretending to be this investme... (6 pages)View decision
