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 366874 results
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Decision Reference DRN-5082321
15 Oct 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5082321 The complaint Mr S complains that Nationwide Building Society would not provide him a refund under the Direct Debit Guarantee (DDG) scheme). What happened Mr S submitted a refund request under the DDG scheme to Nationwide following a sustained period of complaints to his ene... (4 pages)View decision -
Decision Reference DRN-4963839
15 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4963839 The complaint Mr S complains Royal & Sun Alliance Insurance Limited trading as More Than (RSA) unfairly declined to settle his claim on his home insurance policy. What happened Following Mr S’s separation with his now ex-partner he updated his home insurance to a new ad... (2 pages)View decision -
Decision Reference DRN-4707374
15 Oct 2024 Covea Insurance plc Not upheldInsuranceDRN-4707374 The complaint Mr H and Mrs H complain about Covea Insurance Plc’s (Covea) delays in handling a subsidence claim made on their buildings insurance policy. Any reference to Covea includes their agents. What happened Mr H and Mrs H previously asked this Service to look into a... (2 pages)View decision -
Decision Reference DRN-5082257
15 Oct 2024 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5082257 The complaint Mr T complains about the service he received from Fortegra Europe Insurance Company Ltd (Fortegra) after making a claim under his furniture protection insurance policy. What happened Mr T has a five-year furniture protection insurance policy underwritten by Fo... (2 pages)View decision -
Decision Reference DRN-5022086
15 Oct 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5022086 The complaint Mr B complains about the service he received from The Royal Bank of Scotland Plc (“RBS”) when it sent him a one-time passcode (OTP) by text message to his landline number despite not being able to receive this and asking it not to use his number. Mr B believes ... (3 pages)View decision -
Decision Reference DRN-4816456
15 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4816456 The complaint Mr A complains that Santander UK Plc won’t refund payments he says he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. M... (3 pages)View decision -
Decision Reference DRN-4605553
14 Oct 2024 Evolution Insurance Company Limited Not upheldInsuranceDRN-4605553 The complaint Mr and Mrs J complain about the way Evolution Insurance Company Limited (“Evolution”) has handled a claim they made under their building warranty. What happened Mr and Mrs J made a claim in respect of structural problems with their property. This included issue... (3 pages)View decision -
Decision Reference DRN-4986712
14 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4986712 The complaint Mrs and Mr J complain about the way in which Santander UK Plc dealt with a CHAPS payment. What happened On 14 November 2023, Mrs and Mr J attended their local Santander branch and asked staff there to set up a CHAPS payment on their behalf of £500,000 from the... (5 pages)View decision -
Decision Reference DRN-5019665
14 Oct 2024 Ald Automotive Limited UpheldConsumer CreditDRN-5019665 Complaint Miss H is unhappy with the charges ALD Automotive Limited (“ALD”) applied, when she handed back a car she acquired under a hire agreement. Background In September 2019, ALD hired a brand-new car to Miss H. The agreement was to last for a minimum of 36 months, Miss... (4 pages)View decision -
Decision Reference DRN-5016414
14 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5016414 The complaint Ms R is unhappy with Nationwide Building Societies handling of her Data Subject Access Request (DSAR) and it saying she had previously been named on a joint account. What happened Ms R raised a DSAR request with Nationwide. It wasn’t dealt with in line with th... (2 pages)View decision
