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 4385 results
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Decision Reference DRN-3702913
21 Oct 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3702913 The complaint Mrs K complains that Santander UK Plc failed to secure her account which allowed several unauthorised transactions to be made from it. What happened Mrs K became aware that several large transactions had been made from her account without her knowledge. Once Santa... (2 pages)View decision -
Decision Reference DRN-4386327
6 Oct 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4386327 The complaint Miss S has complained about the amount AA Underwriting Insurance Company Limited (AA) paid in settlement of a claim she made under her motor insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them aga... (5 pages)View decision -
Decision Reference DRN-3741297
23 May 2023 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-3741297 The complaint Mrs G complains that Quilter Life & Pensions Limited caused delays when she was transferring her personal pension to it, and she lost out because the funds were invested at a later date than they should have been. What happened Mrs G’s complaint was considered... (6 pages)View decision -
Decision Reference DRN5397698
17 May 2019 Motors Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs T, brings a complaint on behalf of Mr T, against Motors Insurance Company Limited (“MIC”), for failing to meet the balance of the finance agreement under a GAP insurance policy and for the delay in dealing with the claim.backgroundIn February 2018 Mr T bought a ... (2 pages)View decision -
Decision Reference DRN8435188
7 Jun 2017 Lloyds Bank PLC Not upheldBanking and creditMr and Mrs N complain that the card registration service provided through Lloyds Bank Plc made several errors. They want a guarantee that mistakes will not be made in the future and compensation for the trouble and worry caused to them. I’ll mainly refer to Mr N as ... (2 pages)View decision -
Decision Reference DRN1958950
24 May 2016 Ageas Insurance Limited Not upheldInsurance (excluding PPI)Mr G complains that Ageas Insurance Limited mishandled his claim on a motor insurance policy.backgroundMr G was involved in an accident in which his car was damaged. Ageas said it was beyond economic repair. Mr G complained that his insurer sold the car to someone e... (3 pages)View decision -
Decision Reference DRN-4354334
20 Dec 2023 esure Insurance Limited Not upheldInsuranceDRN-4354334 The complaint Mr A complains that esure Insurance Limited (‘Esure’) unfairly settled a third party’s motor insurance claim and decided he was at fault for an alleged accident. What happened Mr A had a fully comprehensive motor insurance policy with Esure. In April 2023, Mr A’s ... (2 pages)View decision -
Decision Reference DRN4249478
10 Oct 2013 Northern Rock (Asset Management) plc Not upheldBanking and creditMr N complains that he was mis-sold a mortgage with Northern Rock (Asset Management) plc, trading as NRAM, and that it appointed Law Property Act receivers to take responsibility of the management of his three properties when he disputed his mortgage accounts.backgroundAfter receiving... (2 pages)View decision -
Decision Reference DRN9771767
27 Dec 2017 UCB Home Loans Corporation Ltd Not upheldBanking and creditMr O complains that UCB Home Loans Corporation Ltd sold his property was too little after it repossessed it. He wants matters put right.backgroundMr O had a buy-to-let mortgage with UCB but got into arrears. UCB repossessed the property and later sold it in an auct... (2 pages)View decision -
Decision Reference DRN3575963
28 Jan 2016 Barclays Bank Plc UpheldBanking and creditMr S complains that Barclays Bank PLC wrongly reported that he had made a fraudulent account application. This has affected his ability to borrow elsewhere.backgroundMr S applied for a business account with Barclays in 2012. He was asked to give details of all the pro... (2 pages)View decision
