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-4578984
25 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4578984 The complaint Mr H complains that Santander didn’t provide the service it should have when it was requested that Miss B be registered as the Court Appointed Deputy for him. Mr H is represented by Miss B. As Miss B is a professional Power of Attorney much of the correspondence h... (4 pages)View decision -
Decision Reference DRN7995166
3 Feb 2016 Be Wiser Insurance Services Ltd UpheldInsurance (excluding PPI)Mr W complains that Be Wiser Insurance Services Ltd mishandled his motor insurance policy.background Be Wiser acted as an intermediary between Mr W and an insurer. Mr W rang Be Wiser to get insurance for his family car. Be Wiser also sold him home insurance. It issued ... (2 pages)View decision -
Decision Reference DRN9468532
21 Jan 2019 Skyfire Insurance Company Limited UpheldInsurance (excluding PPI)Mr M complains Skyfire Insurance Company Limited (Skyfire) unfairly refused his motor insurance theft claim.backgroundI issued a provisional decision in January 2019. I’ve attached a copy. It forms part of this final decision. In it I said why I intended to decide that S... (4 pages)View decision -
Decision Reference DRN-4537109
24 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4537109 The complaint Mrs A is unhappy with the service provided by UKI Limited (UKI Limited) following a claim she made on her car insurance policy. What happened Mrs A took out a car insurance policy with UKI Limited in August 2022. The policy booklet explained in the event of accide... (3 pages)View decision -
Decision Reference DRN9726947
7 Mar 2014 Barclays Bank Plc UpheldBanking and creditMr H complains that Barclays Bank plc closed his account without notice and has registered his details with CIFAS, the national fraud alert service.background Mr H says that he got a job through a website. He had to provide his bank account details and two payments were made to it. Mr ... (1 page)View decision -
Decision Reference DRN6421813
23 Aug 2017 Santander UK Plc UpheldBanking and creditMrs R has complained that Santander UK Plc asked her to countersign a form to register her power of attorney with it.Her son and attorney, Mr R, represents her.backgroundMrs R has a progressive illness. In 2007, she appointed her son, Mr R, as her attorney under an... (4 pages)View decision -
Decision Reference DRN0466749
11 Jun 2015 Santander UK Plc Not upheldBanking and creditMr and Mrs T complain that Santander UK Plc has failed to provide validation of the mortgage debt, verify its claim for payment or show them a copy of a lawfully-binding contract between them. Mr T has conducted the complaint throughout.backgroundIn 1986 Mr and Mr... (3 pages)View decision -
Decision Reference DRN8842207
30 Dec 2015 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr M has complained about Allianz Insurance Plc. He isn’t happy with the way it handled a claim under his motor insurance policy.background Mr M’s car was damaged in December 2014 and he made a claim to Allianz. His car was struck by an unidentified third party in a ... (2 pages)View decision -
Decision Reference DRN-5925442
7 Nov 2025 Coutts & Company Not upheldPensions and AnnuitiesDRN-5925442 The complaint Mr B’s complaint is about pensions he transferred from Scottish Widows (‘SW’) and Fidelity to Coutts & Company. He says disinvestment of the pensions, the time taken in the transfer process and, potentially, the involvement of a third-party on Coutts’ side ... (5 pages)View decision -
Decision Reference DRN-1686780
15 Jun 2020 National Savings and Investments Not upheldBanking and PaymentsThe complaint Miss J complains that National Savings and Investments (NS&I) transferred premium bonds to a different account when she turned 16. Ms O brings this complaint on behalf of her daughter, Miss J. What happened In November 2018 Ms O purchased premium bonds on behalf of her da... (2 pages)View decision