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 128312 results
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Decision Reference DRN-3819480
25 Jan 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3819480 The complaint Mr D is unhappy National Westminster Bank Plc (NatWest) closed his current account and loan without any notice. This led to both accounts being defaulted and this having a negative impact on his credit score. What happened On 11 February 2021 NatWest sent Mr D no... (4 pages)View decision -
Decision Reference DRN-3879679
25 Jan 2023 Sainsbury's Bank Plc UpheldConsumer CreditDRN-3879679 The complaint Miss L complains that Sainsbury’s Bank plc (Sainsbury’s Bank) incorrectly defaulted her loan causing her considerable stress. She would like the arrears on her loan written off. And missed payments removed from her credit file. What happened The details of this co... (2 pages)View decision -
Decision Reference DRN-3818851
25 Jan 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3818851 The complaint Miss R has complained about her car insurer Advantage Insurance Company Limited because it agreed with a third-party insurer that she was at fault for an accident, which she feels has left her in a disadvantaged position. What happened Miss R was involved in a col... (3 pages)View decision -
Decision Reference DRN-3696093
25 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3696093 The complaint Mr C is unhappy with delays in Santander UK Plc (“Santander”) changing the address for his current account. Mr C says that this meant he was unable to provide a bank statement with his new address which he required for an investment that he wanted to make. He says... (2 pages)View decision -
Decision Reference DRN-3856154
25 Jan 2023 Morses Club PLC UpheldConsumer CreditDRN-3856154 The complaint Ms B, through her representative, complains that Morses Club PLC lent to her irresponsibly. What happened Ms B’s representative has informed us that she took seven loans with Morses. Morses in its final response letter (FRL) following Ms B’s complaint which starte... (4 pages)View decision -
Decision Reference DRN-3866087
24 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3866087 The complaint Miss F has complained that Santander UK Plc didn’t credit the full amount of a cash deposit to her account. What happened In August 2022, Miss F deposited cash at an ATM at a Santander branch, which she explained totalled £1,640. The machine experienced an error a... (3 pages)View decision -
Decision Reference DRN-3894862
24 Jan 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3894862 The complaint Mr E complains that Royal & Sun Alliance Insurance Limited mishandled a claim on a motor insurance policy. Where I refer to RSA, I refer to the above-named insurance company and I include other companies and individuals insofar as I hold RSA responsible for th... (2 pages)View decision -
Decision Reference DRN-3924250
24 Jan 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3924250 The complaint Mr and Mrs B’s complaint about Barclays Bank UK PLC (Barclays) relates to the interest applicable to their mortgage current account (MCA). What happened For simplicity I shall simply refer to Mr and Mrs B, and any submissions made by them, as Mrs B. When Mrs B too... (3 pages)View decision -
Decision Reference DRN-3923208
24 Jan 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3923208 The complaint Mr H has complained that Casualty & General Insurance Company (Europe) Limited (C&G) has declined two claims he has made for the cost of veterinary treatment for his pet dog. I previously issued a provisional decision in this case to which C&G has resp... (5 pages)View decision -
Decision Reference DRN-3415943
24 Jan 2023 D C Financial Limited UpheldPensions and AnnuitiesDRN-3415943 The complaint Mr E complains about the suitability of the advice provided by D C Financial Limited (“D C Financial”) in January 2018 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Mr E is repres... (15 pages)View decision