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 DRN7367593
22 Dec 2017 British Gas Services Limited Not upheldInsurance (excluding PPI)Mr R complains about how British Gas Services Limited (BG) serviced his boiler under his home care policy and about the service it gave him.backgroundMr R’s original complaint to us was that he wasn’t happy with BG’s boiler annual service and how it dealt with his... (4 pages)View decision -
Decision Reference DRN-3973856
23 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3973856 The complaint Ms K is unhappy with Barclays Bank UK PLC’s decision to not refund her after she fell victim to a scam. Ms K is represented by a claims management company. What happened Ms K says that, in January 2022, her friend presented an opportunity to make some money. The p... (4 pages)View decision -
Decision Reference DRN-2582024
22 Mar 2021 Santander UK Plc Not upheldMortgagesDRN-2582024 The complaint Mr and Mrs D have complained about a mortgage they held with Santander UK Plc. Their complaint can be broken down into four broad areas: Their title deeds. The lack of correspondence when they repaid the mortgage. The delay in receiving back the overpayment the... (4 pages)View decision -
Decision Reference DRN-3686674
6 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3686674 The complaint Mr W1 complains Santander UK Plc (“Santander”) terminated access to his accounts following the registration of an Enduring Power of Attorney (“EPA”). Mr W1 is assisted in bringing this case by his Attorney, Mr W2. What happened Mr W1 made an EPA on 19 September 20... (3 pages)View decision -
Decision Reference DRN-4055264
30 Mar 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4055264 The complaint Mr B complains about AA Underwriting Insurance Company Limited (AAIC), and the valuation placed on his car after it was deemed a total loss. What happened Mr B held a motor insurance policy, underwritten by AAIC. Unfortunately, in July 2021, Mr B’s car was involve... (3 pages)View decision -
Decision Reference DRN9741911
21 Sep 2016 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMiss H and Miss M complain about a car hired under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (trading as Mercedes-Benz Finance).backgroundIn April 2015 Miss M signed a hire purchase agreement with Mercedes-Benz Finance. This was for ... (3 pages)View decision -
Decision Reference DRN4353692
30 Mar 2016 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr T complains that he was mis-sold a payment protection insurance (“PPI”) policy when he took out a credit card with The Royal Bank of Scotland Plc (“RBS”).backgroundI set out the full background to this case in my provisional decision which I’ve attached here. It forms... (3 pages)View decision -
Decision Reference DRN1501785
11 Jan 2019 Western Provident Association Limited Not upheldInsurance (excluding PPI)Mr P is unhappy that Western Provident Association Limited did not tell him directly about its decision to exclude certain medical conditions from his policy.backgroundMr P’s wife works for an organisation that offers a group scheme medical insurance. In January last... (3 pages)View decision -
Decision Reference DRN4415895
19 Sep 2019 IMPERIAL LAW PRACTITIONERS UpheldClaims ManagementMr A’s complained about Imperial Law Practitioners, trading as Amity Lawyers (Amity), and the handling of cases he instructed them to pursue on his behalf.backgroundMr A instructed Amity to pursue a number of matters for him. He’s complained Amity have acted unreasonably when dealing with ... (3 pages)View decision -
Decision Reference DRN5379777
5 Dec 2019 Santander UK Plc Not upheldBanking and creditMrs P complains about the policies and practices of Santander UK Plc in relation to registering powers of attorney.backgroundMrs P is represented in this complaint by her son Mr P. Mr P is concerned about the information Santander asked him to provide before it would act on his lasting pow... (3 pages)View decision
