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 370149 results
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Decision Reference DRN-4636523
29 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4636523 The complaint Mr Y complains Santander UK Plc unfairly closed his account and took too long to refund a payment he had made when the account was open. What happened Mr Y held a current account with Santander. He raised several claims on the account in relation to payments he... (2 pages)View decision -
Decision Reference DRN-4936157
29 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4936157 The complaint Miss D complains that Accredited Insurance (Europe) Ltd unfairly declined a claim she made under her home insurance policy. Accredited is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Accredited ... (4 pages)View decision -
Decision Reference DRN-4852929
29 Jul 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4852929 The complaint Mr R is unhappy that Legal and General Assurance Society Limited declined a claim made on his term assurance policy (which included critical illness cover) (‘the policy’) for permanent and total disability benefit. Although Mr R is being represented in this co... (3 pages)View decision -
Decision Reference DRN-4936125
29 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4936125 The complaint Mr L has complained about his car insurer, esure Insurance Limited (Esure), regarding his accident claim. He feels it unfairly declared his car a write-off and that its settlement paid in that respect was too low. What happened Mr L had an accident in June 20... (4 pages)View decision -
Decision Reference DRN-4919337
29 Jul 2024 West Bay Insurance Plc UpheldInsuranceDRN-4919337 The complaint Mr and Mrs M complain about how West Bay Insurance Plc (“West Bay”) settled a claim they made on their home insurance policy following a fire at a neighbouring property. West Bay are the underwriters of this policy, i.e. the insurer. Part of this complaint con... (6 pages)View decision -
Decision Reference DRN-4931466
29 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4931466 The complaint Mr J has complained about his car insurer Advantage Insurance Company Limited regarding its handling of a claim made against his policy by a third-party and its refusal to offer renewal of the policy. What happened Advantage was notified by a third-party of an... (2 pages)View decision -
Decision Reference DRN-4366924
29 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4366924 The complaint Mrs S complains, via her relative, that Santander UK Plc has not paid her interest at the correct rate on her savings account. She wants Santander to pay the interest shortfall that she should’ve been getting for all the years the accounts been open. What happe... (2 pages)View decision -
Decision Reference DRN-4934396
29 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4934396 The complaint Miss P complains that Santander UK Plc didn’t do enough to protect her when she fell victim to a job scam. What happened Miss P and her ex-partner were looking for work and were contacted by someone on Whatsapp setting out a job opportunity. Miss P has explaine... (5 pages)View decision -
Decision Reference DRN-4935417
29 Jul 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4935417 The complaint Miss G is unhappy that Barclays Bank UK PLC defaulted her account and feels that she wasn’t provided with appropriate support from Barclays in consideration of her difficult personal circumstances. Summary of what happened Miss G suffers with a long-term medica... (3 pages)View decision -
Decision Reference DRN-4718906
29 Jul 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4718906 The complaint Mr B complains Clydesdale Bank Plc trading as Virgin Money (Virgin) have acted unfairly by not refunding the deposit he made towards a holiday, using his credit card. A representative has supported Mr B in making this complaint, but for simplicity I’ll refer t... (5 pages)View decision
