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 4196 results
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Decision Reference DRN-2933727
27 Jul 2021 Royal & Sun Alliance Insurance Plc Not upheldInsuranceDRN-2933727 The complaint Ms C complains that Royal & Sun Alliance Insurance plc mishandled her claim on a motor insurance policy. What happened On 8 January 2018, Ms C got a new vehicle on a lease agreement with a lease company. She had to make lease payments of about £300.00 per mont... (6 pages)View decision -
Decision Reference DRN2216267
14 Nov 2019 National Savings and Investments Not upheldBanking and creditMr H is unhappy with the service that National Savings and Investments (NS&I) provided in a telephone call. Mr H complains that NS&I wouldn’t provide him with information over the telephone unless he registered for its online and phone service. backgroundMr H called NS&I to fin... (2 pages)View decision -
Decision Reference DRN5410771
20 Dec 2016 Al Rayan Bank PLC Not upheldBanking and creditMr S, Mrs N and Miss S have complained that Al Rayan Bank PLC (“the bank”) withdrew the offer of a Home Purchase Plan (HPP). They are asking the bank to reimburse all the expense they incurred as a result. Mr S has dealt with the complaint throughout.backgroun... (2 pages)View decision -
Decision Reference DRN6726287
8 Jul 2014 FCE Bank Plc Not upheldBanking and creditMs D complains that FCE Bank Plc, trading as Ford Credit, contacted her unnecessarily in relation to a debt which had been settled. She seeks compensation for the anxiety, distress and time spent trying to resolve this matter.background Ms D’s father acquired a car in autumn 2011 by hire... (2 pages)View decision -
Decision Reference DRN5431242
1 Nov 2013 Santander UK Plc Not upheldBanking and creditMrs H complains – through her representative – that Santander UK Plc (‘Santander’) lost the title deeds to her property, which has caused her financial loss.background In 2012 Mrs H wished to redeem her mortgage with Santander, as she had agreed further lending from another lender for... (2 pages)View decision -
Decision Reference DRN-4610609
20 Sep 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4610609 The complaint Mr F has complained about a transfer of his Phoenix Life Limited (Phoenix) personal pension to an occupational scheme in 2013. Mr F’s occupational scheme was subsequently found to be a vehicle for pension liberation, the process by which pensions are accessed i... (5 pages)View decision -
Decision Reference DRN-5231178
24 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5231178 The complaint Mr Y complains about West Bay Insurance Plc’s handling of his car insurance claim. West Bay has been represented by its agents during the claim. All references to West Bay include its agents. Mr Y has also been represented on the claim by his spouse and the nam... (5 pages)View decision -
Decision Reference DRN-4331170
14 Dec 2023 UK Mortgage Lending Ltd Not upheldMortgagesDRN-4331170 The complaint N and J have complained about a second charge mortgage they hold with UK Mortgage Lending Ltd trading as Pepper Money. What happened N and J took out this second charge mortgage in September 2018 with a lender called Optimum Credit. The mortgage amount was around ... (6 pages)View decision -
Decision Reference DRN6423019
1 Aug 2018 esure Insurance Limited Not upheldInsurance (excluding PPI)Mrs A complains about the valuation that esure Insurance Limited offered for her car under her motor insurance policy. She wants it to offer a fair market value.backgroundMrs A’s car was stolen and esure offered her £11,284, less the policy excess, as its pre-loss ma... (2 pages)View decision -
Decision Reference DRN-3339209
16 May 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3339209 The complaint Miss A is unhappy Bank of Scotland plc trading as Halifax hasn’t reimbursed her all the funds she says she sent as the result of a scam. What happened Miss A connected with person ‘L’ on an online dating site. A short while after they started speaking, L asked Mis... (4 pages)View decision
