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
-
Decision Reference DRN-4898130
31 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4898130 The complaint Ms B complains that Santander UK Plc hasn’t refunded her after she reported falling victim to a scam. What happened The background to this complaint is well-known to both parties, and so I’ll only summarise the key details here. Ms B invested £10,000 with a bus... (3 pages)View decision -
Decision Reference DRN-5090233
31 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5090233 The complaint Mr O and Mrs P complain Santander UK Plc (“Santander”) blocked their account without notifying them. What happened Mr O and Mrs P found their account was blocked in April 2024 when they tried to transfer money into it for use in a property purchase. Mr O and Mr... (4 pages)View decision -
Decision Reference DRN-4959839
31 Oct 2024 LeasePlan UK Limited UpheldConsumer CreditDRN-4959839 The complaint Miss L complains that a car supplied to her by LeasePlan UK Limited (“LeasePlan”) through a hire agreement was not of a sufficient quality. What happened Miss L was supplied with a new car by LeasePlan through a hire agreement in August 2021. Miss L agreed to h... (4 pages)View decision -
Decision Reference DRN-4910770
31 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4910770 The complaint Mr T complains that Santander UK Plc removed his overdraft, and loaded a default on his credit file. He’d like the default removed and compensation for the impact. What happened Mr T had a student account with Santander. In March 2022 Mr T’s overdraft was remov... (2 pages)View decision -
Decision Reference DRN-5111406
31 Oct 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5111406 The complaint Mr P complains about the way Tesco Personal Finance PLC trading as Tesco Bank (‘TB’) handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role... (7 pages)View decision -
Decision Reference DRN-5102211
31 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5102211 The complaint Mr P complains about AXA Insurance UK Plc (“AXA”) and their decision to settle a claim he made on his motor insurance on a 50/50 split liability basis. Mr P also complains about the service provided to him by AXA during the claim process. What happened The clai... (4 pages)View decision -
Decision Reference DRN-3745042
31 Oct 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-3745042 The complaint Miss M has complained, with the help of a professional third party, about the transfer of her personal pension to the Genwick Retirement Benefits Scheme (‘GRBS’) – an occupational pension scheme (‘OPS’) – in April 2015. Miss M’s pension funds were subsequently ... (10 pages)View decision -
Decision Reference DRN-5030949
31 Oct 2024 Collingwood Insurance Services (U.K.) Limited Not upheldInsuranceDRN-5030949 The complaint Mr S complains about a cancellation fee and the lack of information provided by Collingwood Insurance Services (U.K.) Limited (“Collingwood”) in relation to his motor insurance policy. Mr S is represented by Miss A. I will refer to Mr S in my decision for ease.... (2 pages)View decision -
Decision Reference DRN-5117620
31 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5117620 The complaint Miss B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidi... (14 pages)View decision -
Decision Reference DRN-5034246
31 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5034246 The complaint Miss G complains about the way Aviva Insurance Limited settled a claim she made on her motor insurance policy. She also says they caused delays to the claim’s process. What happened In August 2023 Miss G’s car was involved in an accident, and she contacted Avi... (3 pages)View decision
