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 369227 results
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Decision Reference DRN-5105033
12 Dec 2024 ReAssure Limited UpheldInsuranceDRN-5105033 The complaint Mr T is unhappy that ReAssure Limited has declined a claim he made on his emergency cash cover and income replacement policy. What happened Mr T has a cash cover and income replacement policy. He claimed on the policy for total and permanent disability when he ... (3 pages)View decision -
Decision Reference DRN-5173762
12 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5173762 The complaint Mr L complains that direct debit payments weren’t collected by American Express Services Europe Limited (AESEL) (Amex). What happened Mr L has an Amex credit card and makes payments to cover the full statement balance each month. In April 2024 Mr L amended his... (3 pages)View decision -
Decision Reference DRN-5208161
12 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5208161 The complaint Mr and Mrs V complain that Lloyds Bank Plc (as the recipient bank) didn’t do enough to prevent the loss they suffered when they fell victim to a scam. For ease of reading and as he’s done most of the correspondence on the complaint, I’ll mostly just refer to M... (5 pages)View decision -
Decision Reference DRN-5189994
12 Dec 2024 Nationwide Building Society Not upheldMortgagesDRN-5189994 The complaint Mr and Mrs C are unhappy about the administration of their re-mortgage with Nationwide Building Society because the money was released before a bank holiday weekend, meaning that they had to pay interest on the existing mortgage and the new one for several days... (3 pages)View decision -
Decision Reference DRN-5197126
12 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5197126 The complaint Mr and Mrs P complain that Santander UK Plc blocked their account and declined a payment, causing them inconvenience and expense in getting the account unblocked. The complaint concerns a joint account, though for convenience I'll refer just to Mr P in thi... (2 pages)View decision -
Decision Reference DRN-4947658
12 Dec 2024 Vitality Corporate Services Limited UpheldInsuranceDRN-4947658 The complaint Mr S has a level term life and serious illness insurance policy (‘the policy’). Mr S is unhappy with Vitality Corporate Services Limited because due to the monthly premium he pays, he’s unable to access certain rewards associated with the policy (including a di... (3 pages)View decision -
Decision Reference DRN-5207659
12 Dec 2024 ETHER SERVICES LTD UpheldBanking and PaymentsDRN-5207659 The complaint Mr F complains about the service he received when making a currency conversion and international transfer of around £60,000 through Ether Services Ltd (“Ether”) to his bank account in the UK. Mr F says Ether failed to complete the transfer or return the funds a... (3 pages)View decision -
Decision Reference DRN-5186232
12 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5186232 The complaint This complaint is about a mortgage Mr D holds with Santander UK Plc. Mr D says that Santander hasn’t provided him with adequate support or acted fairly after he fell into financial difficulty. Mr D is represented in the complaint by his wife, Mrs P. What happ... (4 pages)View decision -
Decision Reference DRN-5149302
12 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5149302 The complaint Mr and Mrs M complain about the decision by Lloyds Bank General Insurance Limited (Lloyds’) to decline a claim made under their home insurance policy. What happened The background to this complaint is well known to Mr and Mrs M and Lloyds. Rather than repeat in... (2 pages)View decision -
Decision Reference DRN-5153280
12 Dec 2024 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5153280 The complaint Miss H complains that Hargreaves Lansdown Asset Management Limited (HL) caused avoidable delays to her annuity purchase, leading to her receiving a lower annuity rate than she should have. What happened I understand that Miss H had pension plans with providers ... (11 pages)View decision
