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 246785 results
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Decision Reference DRN-4617910
29 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4617910 The complaint Mr I complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim under his legal expenses insurance policy. Where I refer to RSA, this includes the actions of its agents and claims handlers for which it takes responsibility. What ha... (4 pages)View decision -
Decision Reference DRN-4544624
29 Feb 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4544624 The complaint Mr and Mrs H complain about the way AA Underwriting Insurance Company Limited has handled a subsidence claim on their home insurance policy. Any reference to AA includes the actions of its agents. Mr and Mrs H are being represented on this complaint. For ease, I’v... (5 pages)View decision -
Decision Reference DRN-4588520
29 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4588520 The complaint A limited company, which I'll refer to a 'C', is unhappy that National Westminster Bank Plc (NatWest) defaulted its Bounce Back Loan (BBL). C's complaint is brought to this service by its director, whom I'll refer to as 'Mr H'. ... (3 pages)View decision -
Decision Reference DRN-4644406
29 Feb 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4644406 The complaint Miss B and Miss C complain that The National Farmers’ Union Mutual Insurance Society Limited (NFU) declined their claim under their home insurance policy. What happened In October 2022, Miss B and Miss C said following a storm a portion of a wall and the rear of a... (6 pages)View decision -
Decision Reference DRN-4438856
29 Feb 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4438856 The complaint Mr N complains about the quality of a car he acquired under a Conditional Sale Agreement with Santander Consumer (UK) Plc trading as MG Motor Financial Services (Santander). When I refer to what Mr N has said and what Santander have said, it should also be taken t... (4 pages)View decision -
Decision Reference DRN-4639099
29 Feb 2024 Quilter Financial Services Ltd Not upheldPensions and AnnuitiesDRN-4639099 The complaint Mr C complains that Connaught Financial Consultancy (Connaught) recommended he switch his existing personal pensions to a new pension arrangement with the same provider. He says it wasn’t properly explained to him that it was an adviser based product and a self in... (18 pages)View decision -
Decision Reference DRN-4652583
29 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4652583 The complaint F, a limited company, complains that Starling Bank Limited won’t refund the money it lost when it was the victim of what it feels was a scam. What happened In early 2022, F was looking to get some renovation work done at a property it owns. It found a trader on an... (5 pages)View decision -
Decision Reference DRN-4651447
29 Feb 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4651447 The complaint Mr P has complained about the way Lloyds Bank General Insurance Limited handled a claim he made on his home insurance policy for subsidence. Reference to Lloyds includes its agents and representatives. What happened As the circumstances of this complaint aren’t in... (3 pages)View decision -
Decision Reference DRN-4463559
29 Feb 2024 PSG SIPP Limited Not upheldPensions and AnnuitiesDRN-4463559 The complaint Mr P complains that PSG SIPP Limited (PSG) increased the fees applicable to his pension and took them without first telling him. He says they also removed the facility to self-trade on his account. What happened Mr P held a SIPP with a company called Heritage. In ... (4 pages)View decision -
Decision Reference DRN-4476998
29 Feb 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4476998 The complaint Miss M is unhappy that her standing order (SO) with The Co-operative Bank Plc (“Co-op”) was cancelled or stopped. Miss M believed she had set the SO up to be ongoing and is unhappy that Co-op failed to notify her that it had ended. What happened Miss M was making... (3 pages)View decision
