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 367928 results
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Decision Reference DRN-5079498
6 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5079498 The complaint Mr F complains about the settlement Advantage Insurance Company Limited (Advantage) offered following the total loss of his car. In addition to defective repairs from an earlier damage claim and its refusal to offer cover for his replacement car, under his moto... (5 pages)View decision -
Decision Reference DRN-4897779
6 Nov 2024 Kensington Mortgage Company Limited UpheldMortgagesDRN-4897779 The complaint Mr and Mrs W’s complaint is about their mortgage with Kensington Mortgage Company Limited. Mr and Mrs W say that they have been unable to access a new interest rate, and believe they’ve been treated unfairly compared with other customers in a similar position. ... (5 pages)View decision -
Decision Reference DRN-5129325
6 Nov 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5129325 The complaint A complains that St James’s Place Wealth Management Plc (“SJP”) gave it wrong information about the tax charge on a life plan policy. A complains about the charge itself and that SJP wrongly told it that the trust wouldn’t incur a tax liability. A is a trust a... (2 pages)View decision -
Decision Reference DRN-5075289
6 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5075289 The complaint Mr N complains that Santander UK Plc unfairly blocked and closed his accounts without providing a proper explanation. He is also unhappy that Santander have not returned money held in the accounts back to him. What happened The detailed background of this compl... (4 pages)View decision -
Decision Reference DRN-5031788
6 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5031788 The complaint Ms O complains about how Nationwide Building Society (NBS) treated her when she requested a bank account switch to them. What happened In June 2024, Ms O commenced a bank account switch to NBS from her existing bank. The switch was processed but Ms O felt the n... (3 pages)View decision -
Decision Reference DRN-5126443
6 Nov 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5126443 The complaint Mr K is unhappy Marshmallow Insurance Limited (Marshmallow) avoided his motor insurance policy and refused to pay his claim. What happened Mr K took out a motor insurance policy with Marshmallow in December 2022. Unfortunately in August 2023 Mr K was involved i... (3 pages)View decision -
Decision Reference DRN-4965520
6 Nov 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4965520 The complaint Mr N complains about how Tesco Underwriting Limited handled a claim he made on his home insurance policy. Reference to Tesco includes its agents. What happened Mr N holds a home insurance policy with Tesco. When his kitchen worktop was damaged he made a claim t... (3 pages)View decision -
Decision Reference DRN-5105382
6 Nov 2024 St Andrew's Insurance plc Not upheldInsuranceDRN-5105382 The complaint Miss P complains about the way St Andrew’s Insurance Plc settled a claim made under her home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. At the relevant times, Miss P... (5 pages)View decision -
Decision Reference DRN-5129409
6 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5129409 The complaint Miss H complains that NewDay Ltd (NewDay) lent to her irresponsibly. What happened Over a period, Miss H had two credit cards issued by NewDay and the limits were increased as shown: Aqua card: Limit increase No. Date Limit December 2017 – new card £900 1 May ... (5 pages)View decision -
Decision Reference DRN-5128391
6 Nov 2024 Evolution Lending Limited UpheldMortgagesDRN-5128391 The complaint Mr L complains that Evolution Lending Limited lent to him irresponsibly when it gave him a third charge mortgage. What happened In January 2023, Mr L took out a third charge mortgage with Evolution. He borrowed £15,000 over 15 years on a variable interest rate ... (5 pages)View decision
