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 367300 results
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Decision Reference DRN-4911769
25 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-4911769 The complaint Mr H and Miss K complain that Santander UK Plc didn’t support them prior to them taking out a fixed rate mortgage which has resulted in them paying an early repayment charge (ERC). They said that had Santander of discussed their future plans, the fees they incu... (4 pages)View decision -
Decision Reference DRN-5168095
25 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5168095 The complaint Mr C complains about Royal & Sun Alliance Insurance Limited’s (‘RSA’s’) handling of his buildings insurance claim. Any reference to RSA includes the actions of its agents. What happened RSA dealt with a claim for subsidence made under Mr C’s buildings ins... (3 pages)View decision -
Decision Reference DRN-5104854
25 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5104854 The complaint Mr J is unhappy Marshmallow Insurance Limited (Marshmallow) are holding him partially at fault for an accident under his motor insurance policy and haven’t refunded his policy excess. Any references to Marshmallow in this decision include the actions of its age... (3 pages)View decision -
Decision Reference DRN-4867287
25 Nov 2024 Aviva Equity Release UK Limited UpheldMortgagesDRN-4867287 The complaint Ms H complains that Aviva Equity Release UK Limited (Aviva) will not provide her attorney access to the online portal used to manage her account. What happened Ms H took out an equity release mortgage with Aviva in May 2023. In June 2023, Ms H’s daughter was ap... (4 pages)View decision -
Decision Reference DRN-5036290
25 Nov 2024 Curve UK Limited UpheldBanking and PaymentsDRN-5036290 The complaint Mr J has complained about how Curve UK Limited, trading as Curve, managed his fraud complaint and later concerns in May 2024. What happened On 9 May Mr J noticed attempted transactions he’d not made. He notified Curve these weren’t his. They cancelled his card ... (2 pages)View decision -
Decision Reference DRN-5130869
25 Nov 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-5130869 The complaint Mr T says Zopa Bank Limited irresponsibly lent to him. What happened Mr T took out a 24-month loan for £2,500 in September 2024. The monthly repayments were £243.21 and the total repayable was £2,918.55. Mr T says Zopa’s checks were inadequate: a thorough unde... (3 pages)View decision -
Decision Reference DRN-5165215
25 Nov 2024 BUPA Insurance Limited UpheldInsuranceDRN-5165215 The complaint Mr K is unhappy that BUPA Insurance Limited (BUPA) declined his private medical insurance claim. What happened Mr K has a private medical insurance policy with BUPA. Mr K went to see his consultant first in December 2023 after a tumour was identified in his pan... (3 pages)View decision -
Decision Reference DRN-5168326
25 Nov 2024 First Central Underwriting Limited UpheldInsuranceDRN-5168326 The complaint Mr Z complains that First Central Underwriting Limited (“First Central”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, made by a premium-brand car maker with a large p... (3 pages)View decision -
Decision Reference DRN-5125270
25 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5125270 The complaint Ms G complains that when transacting using her Revolut Ltd (“Revolut”) virtual GBP card through either Revolut’s or a third-party digital wallet on her phone, her GBP card is automatically switched to her EUR card with no option to cancel the transaction. This ... (3 pages)View decision -
Decision Reference DRN-5168297
25 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5168297 The complaint Mr K complains that Nationwide Building Society closed his bank accounts without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key ev... (4 pages)View decision
