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 122183 results
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Decision Reference DRN-5191580
4 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5191580 The complaint Mrs B complains that Nationwide Building Society (NWide) didn’t refund money in a disputed ATM withdrawal. What happened On 28 May 2024, Mrs B went to withdraw cash from an ATM machine at Sainsburys. With her NWide card, she asked for two amounts of £250 and th... (2 pages)View decision -
Decision Reference DRN-5260368
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5260368 The complaint A company, which I’ll refer to as B, complains that Santander UK Plc took the wrong amounts in repayment of its Bounce Back Loan (BBL). What happened In July 2020, B successfully applied for a £39,000 BBL from Santander. BBLs were designed to help businesses g... (2 pages)View decision -
Decision Reference DRN-5257804
4 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5257804 The complaint Miss U had complained about how U K Insurance Limited (UKI) dealt with a claim under a home emergency policy. Miss U is represented on this complaint by Mr U, who I will also sometimes refer to. References to UKI include companies acting on its behalf. What h... (3 pages)View decision -
Decision Reference DRN-5304172
4 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5304172 The complaint Mr H has complained about a transfer of his Phoenix Life Limited personal pension to a small self-administered scheme (SSAS 1 ) in November 2015. Mr H’s SSAS was subsequently used to invest in an overseas property development. The investment now appears to have... (18 pages)View decision -
Decision Reference DRN-5302028
4 Feb 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5302028 The complaint Mr H has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (SSAS 1 ) in October 2015. Mr H’s SSAS was subsequently used to invest in an overseas property development. The investment now appears to have ... (17 pages)View decision -
Decision Reference DRN-5172072
4 Feb 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5172072 The complaint Miss H complains that Red Sands Insurance Company (Europe) Limited rejected a claim on her pet insurance and added an exclusion to the policy. What happened Miss H took out a pet insurance policy for her dog, which started on 7 April 2024. Soon after, her dog h... (3 pages)View decision -
Decision Reference DRN-5283425
4 Feb 2025 TSB Bank plc UpheldMortgagesDRN-5283425 The complaint Mr and Mrs R’s complaint is about the advice they were given by TSB Bank plc in 2022 in relation to an application to port their mortgage interest rate onto a new property, and in connection with a further advance. Mr and Mrs R say they were given the wrong ad... (3 pages)View decision -
Decision Reference DRN-5051557
4 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5051557 The complaint Mrs K complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) t... (6 pages)View decision -
Decision Reference DRN-5152309
4 Feb 2025 Halifax Share Dealing Limited UpheldPensions and AnnuitiesDRN-5152309 The complaint Mr P complains about the delays he feels Halifax Share Dealing Limited (HSDL) caused to the transfer of his Self-Invested Personal Pension (SIPP) to a SIPP with a provider I’ll refer to as provider V. Mr P feels that HSDL failed to provide him with the correct ... (4 pages)View decision -
Decision Reference DRN-5170266
4 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5170266 The complaint Miss O complains about the way Advantage Insurance Company Limited (Advantage) handled a claim under her motor insurance policy. She says their repairers caused further damage to her car. What happened Miss O’s car was involved in a non-fault accident in Decem... (7 pages)View decision
