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 4927 results
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Decision Reference DRN1605204
9 Apr 2015 Santander UK Plc Not upheldBanking and creditMr G’s complaint is that Santander UK Plc has failed to answer his questions and provide him with certified copies of documents to prove he has a valid mortgage account.backgroundIn 2003 Mr G granted Santander a mortgage as security for a loan used to purchase the... (4 pages)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 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 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 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 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 DRN-5985158
11 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-5985158 The complaint Mr and Mrs L have complained about the service provided to them by their motor insurer, Aviva Insurance Limited (‘Aviva’), when they tried to amend Mrs L’s car registration number on the policy. What happened Mr and Mrs L have a motor insurance policy with Avi... (4 pages)View decision -
Decision Reference DRN-4075203
6 Jul 2023 Bank of Scotland Plc Not upheldMortgagesDRN-4075203 The complaint Miss S and Mr W complain that Bank of Scotland plc trading as Halifax knew their solicitor hadn’t completed the work to register their property purchase to them, but it never told them. Miss S and Mr W said this caused stress, costs, and delays when they tried to ... (3 pages)View decision -
Decision Reference DRN6534025
23 Sep 2018 Insure The Box Limited UpheldInsurance (excluding PPI)Mrs G has complained about Insure The Box Limited. She isn’t happy that it cancelled her car insurance policy.backgroundMrs G took out car insurance with Insure The Box and it asked her to send proof of her no claims discount (NCD) which she did. Unfortunately she mistyp... (2 pages)View decision -
Decision Reference DRN3152929
31 Jan 2018 BUPA Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that BUPA Insurance Limited failed to apply a discount to her private medical insurance policy.backgroundIn 2009, Ms W qualified to be a doctor. She says she told BUPA after she qualified, as she was aware that she’d be entitled to a premium discount ... (2 pages)View decision