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 369228 results
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Decision Reference DRN-5100542
20 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5100542 The complaint Mrs G complains that Santander UK Plc caused her to miss out on a £175 switching incentive payment when moving her account to another bank. What happened Mrs G instructed another bank, which I’ll refer to as D, to switch her account from Santander. Unfortunatel... (2 pages)View decision -
Decision Reference DRN-4944838
20 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4944838 The complaint Mr R and Mrs R complain about Advantage Insurance Company Limited’s (“Advantage”) delay in dealing with their claim under their home insurance policy. Mrs R has acted as the main representative during the claim and complaint process. So, for ease of reference,... (3 pages)View decision -
Decision Reference DRN-5093671
20 Nov 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5093671 The complaint Mr K was unhappy that Domestic & General Insurance Plc (“D&G”) were unable to repair his oven and hob under his household warranties policy. He was also disappointed by the standard of customer service. What happened Mr K asked D&G to repair his fau... (3 pages)View decision -
Decision Reference DRN-5158837
20 Nov 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5158837 The complaint Mr M has complained about a transfer of his personal pensions with ReAssure Limited (ReAssure) to a small self-administered scheme (SSAS) in June 2015. Mr M’s SSAS was subsequently used to invest in The Resort Group (TRG). The investment now appears to have lit... (16 pages)View decision -
Decision Reference DRN-4911618
20 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4911618 The complaint Mr W complains that NewDay Ltd didn’t do enough to assist him in recovering money he paid on his credit card for a seafood meal. The transaction in dispute was paid for by Mr W’s wife, as a secondary card holder. Mr W is also being assisted in bringing this co... (4 pages)View decision -
Decision Reference DRN-5109129
20 Nov 2024 Ald Automotive Limited UpheldConsumer CreditDRN-5109129 The complaint Mr R says Ald Automotive Limited (Ald) were unreasonable not to provide a courtesy car when the one he was leasing through an agreement with them, broke down. What happened Mr R took receipt of a brand-new car in February 2022. He had problems with the car and ... (2 pages)View decision -
Decision Reference DRN-5097644
20 Nov 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5097644 The complaint Mr B’s complaint is about a claim he made on his Red Sands Insurance Company (Europe) Limited (‘Red Sands’) pet insurance policy, which was declined. Mr B said Red Sands treated him unfairly. What happened Mr B took out a pet insurance policy underwritten by Re... (2 pages)View decision -
Decision Reference DRN-4713542
20 Nov 2024 Coutts & Company Not upheldMortgagesDRN-4713542 The complaint Mr W has complained about how he has been treated by Coutts & Company since he contacted it in January 2023 to discuss the options available to him on his mortgage account. What happened Mr W has held a mortgage with Coutts for many years. In August 2021 a ... (6 pages)View decision -
Decision Reference DRN-5090678
20 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5090678 The complaint Mr A complains that National Westminster Bank Plc failed to process a number of cheques he issued from his account. And that the response to his complaint contained errors. What happened In July 2023, Mr A issued a cheque for £13,000 from his NatWest account i... (3 pages)View decision -
Decision Reference DRN-5158044
20 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5158044 Complaint Ms L is unhappy that Santander UK Plc didn’t refund her after she fell victim to a scam. Background In 2020, someone Ms L knew through a social media platform contacted her. They recommended that she make extra money by investing in cryptocurrency. They put her in ... (4 pages)View decision
