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 4755 results
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Decision Reference DRN-5174783
30 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5174783 The complaint R’s complaint is about a claim it made on its Covea Insurance plc (‘Covea’) childcare and business protection insurance policy, which Covea declined. R says that Covea treated it unfairly when declining its claim and that it has suffered considerable commercial... (3 pages)View decision -
Decision Reference DRN2137344
27 Jun 2013 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank Plc did not remove a default on his account.backgroundBecause of arrears on Mr A’s account the bank registered a default. Following litigation the arrears were cleared but the bank did not remove the default registration. It eventually did... (1 page)View decision -
Decision Reference DRN8409569
29 Sep 2017 Santander UK Plc Not upheldBanking and creditMr and Mrs B complain that Santander UK Plc’s conveyancers didn’t properly deal with their remortgage application. They want answers and compensation.backgroundMr and Mrs B wanted to remortgage with Santander and move from another lender. They wanted to make an overpa... (2 pages)View decision -
Decision Reference DRN0559454
18 Jul 2016 Aviva Health UK Limited Not upheldInsurance (excluding PPI)Mr S isn’t happy with the way that Aviva Health UK Limited (“Aviva”) treated him when he made a claim on his private medical insurance policy. backgroundMr S arranged an operation through Aviva. He used a hospital that was nominated by Aviva. There was a complication ... (2 pages)View decision -
Decision Reference DRN3652015
15 Nov 2016 Link Financial Outsourcing Limited UpheldBanking and creditMr L complains that Link Financial Outsourcing Limited should have applied a default registration to his account at an earlier date.backgroundMr L says that in December 2008 he found himself in financial difficulties and could no longer maintain the minimum repayments... (2 pages)View decision -
Decision Reference DRN-4434222
30 Nov 2023 Dudley Building Society Not upheldBanking and PaymentsDRN-4434222 The complaint Mr D complains that he was unable to log into his one-year bond account with Dudley Building Society. What happened In October 2022 Mr D took out a one-year fixed rate bond with Dudley. In July 2023, he successfully registered for its online service. However when ... (2 pages)View decision -
Decision Reference DRN0242441
28 Feb 2018 BISL Limited Not upheldInsurance (excluding PPI)Miss K complains that BISL Limited insured her for the wrong car when she took out a motor insurance policy so she was stopped for driving whilst uninsured. Miss K is represented in this matter by her brother.backgroundMiss K called BISL to change the car covered b... (2 pages)View decision -
Decision Reference DRN-2746827
8 May 2021 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-2746827 The complaint Mr M complains about how American Express Services Europe Limited (AESEL) dealt with his promotional offer application. What happened Mr M says he tried to register in December 2020 for an AESEL promotional offer. He says he was unable to do so and wasn’t told he ... (2 pages)View decision -
Decision Reference DRN-5064551
7 Oct 2024 Accord Mortgages Limited UpheldMortgagesDRN-5064551 The complaint Ms N complains that when she asked Accord Mortgages Limited to send her full details of all the personal information it held for her, on a recently redeemed mortgage, Accord sent all that information to the wrong address. What happened Ms N told our service tha... (3 pages)View decision -
Decision Reference DRN3472122
18 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs G complain that National Westminster Bank Plc has lost the title deeds to their property. They say the deeds date back to the 1700’s and the loss of them could materially affect a future sale of their property. background In 1995 Mr and Mrs G took out a mortgage with NatWe... (2 pages)View decision