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 122624 results
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Decision Reference DRN-3725232
30 Sep 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3725232 The complaint Mr E complained that he didn’t get the money from an attempted transfer into his account with Santander UK Plc. He accepted he’d made a mistake with the account number, but was frustrated at what he saw as Santander’s refusal to help. What happened Mr E told us a ... (3 pages)View decision -
Decision Reference DRN-3716151
30 Sep 2022 We Fight Any Claim Limited UpheldClaims ManagementDRN-3716151 The complaint Mr S complains that We Fight Any Claim Limited (“WFAC”) missed the deadline to submit his complaint for mis-sold Payment Protection Insurance (“PPI”) and they also instructed debt collectors to recover their fees on a separate PPI complaint even though Mr S hadn’t... (2 pages)View decision -
Decision Reference DRN-3724481
30 Sep 2022 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-3724481 The complaint Mr H complains The Royal London Mutual Insurance Society Limited (“Royal London”) gave him inappropriate advice to invest in a UK growth fund in 1998 and 1999. Mr H’s complaint is made by his attorney. Also he is represented by a claims management company. But I’l... (6 pages)View decision -
Decision Reference DRN-3727578
30 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3727578 The complaint Mr and Mrs N are unhappy with the way in which AXA Insurance UK Plc has handled a claim they made on their travel insurance policy. What happened Mr and Mrs N booked a package holiday abroad in March 2020 for them and their family, departing the UK on 13 March 202... (4 pages)View decision -
Decision Reference DRN-3127699
30 Sep 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3127699 The complaint Mr B complains Metro Bank PLC’s didn’t warn him that it was about to change its processes and, as a result, he wasn’t able to update his mobile number or access his account online. What happened Mr B has a current account with Metro Bank. He opened the account in ... (4 pages)View decision -
Decision Reference DRN-3721662
30 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3721662 The complaint Mrs M, through her representative, complains that Morses Club PLC, lent to her when she could not afford it. What happened Using information provided by Morses, here is a brief loan table of Mrs M’s lending. Loan Date Taken Principal Term and Weekly Repayments Dat... (4 pages)View decision -
Decision Reference DRN-3728125
30 Sep 2022 Metro Bank PLC UpheldBanking and PaymentsDRN-3728125 The complaint Mr Q complains Metro Bank PLC didn’t make reasonable adjustments so he could continue using his online banking. He also complains about its response to his complaint. What happened Mr Q had a current account with Metro Bank which he used to make occasional payment... (2 pages)View decision -
Decision Reference DRN-3710878
30 Sep 2022 Sainsbury's Bank Plc UpheldMortgagesDRN-3710878 The complaint Mr H complains that Sainsbury’s Bank Plc sent him arrears letters and falsely reported that he was in arrears to credit reference agencies What happened Mr H had a mortgage with Sainsbury’s Bank. In July 2021 Mr H made an overpayment to his account. The bank enqui... (3 pages)View decision -
Decision Reference DRN-3720482
30 Sep 2022 National Savings and Investments UpheldInvestmentsDRN-3720482 The complaint Mr T has complained about the interest rates National Savings and Investments (‘NS&I’) applied to his Guaranteed Growth Bonds (‘GGB’) when he renewed them in 2020 upon maturity. What happened Mr T had two bonds which were coming to maturity in December 2020. O... (8 pages)View decision -
Decision Reference DRN-3672929
30 Sep 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3672929 The complaint Mrs A complains that ReAssure Limited’s online portal showed her pension policy as terminated despite her belief it retained a value of around £60,000. Mrs A eventually transferred out her policy as she didn’t feel it was safe with ReAssure. What happened Mrs A ha... (3 pages)View decision
