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 4257 results
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Decision Reference DRN5526610
16 Apr 2021 Bank of Scotland Plc Not upheldBanking and creditMr S complains about the actions of Bank of Scotland Plc (BOS) when he was the victim of a scam in which he was tricked into buying a stolen car. background The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some key events here. O... (3 pages)View decision -
Decision Reference DRN-3597603
31 Jul 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3597603 The complaint Mr S complains that Barclays Bank UK PLC unfairly closed his account and lodged a marker with CIFAS – a national fraud prevention service. What happened Mr S explained that he was approached by a friend to invest in crypto trading and promised a large percentage (... (3 pages)View decision -
Decision Reference DRN-4052742
29 Mar 2023 Sterling ISA Managers Limited UpheldPensions and AnnuitiesDRN-4052742 The complaint Ms M complains that Sterling ISA Managers Limited trading as Advance by Embark (“Sterling”) failed to complete the transfer of her self-invested pension plan (“SIPP”) to another provider in a timely manner. What happened I issued a provisional decision on this com... (3 pages)View decision -
Decision Reference DRN2564217
3 Jul 2019 Santander UK Plc Not upheldBanking and creditMr H complains that Santander UK Plc’s solicitors delayed the completion of his mortgage application and that the charge was incorrectly registered over his property.backgroundMr H re-mortgaged his property from another lender to Santander. He says that the solicitor t... (3 pages)View decision -
Decision Reference DRN-4559836
23 Feb 2024 Nutmeg Saving and Investment Limited Not upheldInvestmentsDRN-4559836 The complaint Mr P complains about Nutmeg Saving and Investment Limited trading as Nutmeg (“Nutmeg”). He complains that after opening an investment portfolio trading account Nutmeg treated him unfairly because it failed to pay him £100, as part of a promotional offer which he r... (4 pages)View decision -
Decision Reference DRN7801586
18 Jul 2013 Crosby Insurance UpheldInsurance (excluding PPI)Mr R has complained that its claim for the theft of a car under the fleet policy was rejected by the insurer as Crosby Insurance (the broker) did not instruct the insurer to add this car to the policy. backgroundMr R argued that he informed Crosby Insurance that the car was to be added t... (4 pages)View decision -
Decision Reference DRN4754385
11 Feb 2020 Virgin Money plc UpheldBanking and creditMr H complains that Virgin Money plc unfairly refused his claim brought under Section 75 of the Consumer Credit Act 1974. He wants a refund of monies paid and compensation.backgroundMr H is represented in this complaint by a family member, Mr R, but for ease of reading I’ll just refer to M... (3 pages)View decision -
Decision Reference DRN4786684
6 Mar 2019 One Call Insurance Services Limited UpheldInsurance (excluding PPI)Mr B has complained about One Call Insurance Services Limited’s service after he asked it to arrange a motor insurance policy for him.backgroundMr B was looking for quotes for a motor policy through a price comparison website. He then contacted One Call to buy a polic... (4 pages)View decision -
Decision Reference DRN9697467
10 May 2013 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr M and Miss R have complained that UK Insurance Limited (UKI) unfairly avoided their policy because it said they gave incorrect information about their relationship to each other and the registered keeper or legal owner of the car insured. Therefore it refused to pay a claim they made... (3 pages)View decision -
Decision Reference DRN3593336
29 Jul 2013 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr D’s complaint concerns the amount Direct Line / UK Insurance Limited (UKI) have offered to pay for his claim for accidental damage to his patio door.backgroundThe circumstances of this complaint were set out in my provisional decision of June 2013, a copy of which is attached and f... (5 pages)View decision
