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 367300 results
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Decision Reference DRN-4621544
5 Jun 2024 Santander UK Plc Not upheldMortgagesDRN-4621544 The complaint Mr and Mrs T complain that Santander UK plc misadvised them about their options when they asked for help with their mortgage payments. What happened Mr and Mrs T’s mortgage with Santander was on a fixed interest rate of 1.39% until 2 September 2023. After that dat... (3 pages)View decision -
Decision Reference DRN-4833840
5 Jun 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4833840 The complaint Miss F complains about Great Lakes Insurance UK Limited’s handling of her home insurance claim. She’s unhappy about a delay in carrying out repair work which meant she was unable to stay in her property for several months. Great Lakes is the underwriter of this po... (6 pages)View decision -
Decision Reference DRN-4757052
5 Jun 2024 U K Insurance Limited Not upheldInsuranceDRN-4757052 The complaint Mr G complains about the amount U K Insurance Limited paid in settlement of his claim under his motor insurance policy. What happened Mr G’s car was stolen so he made a claim to UKI his car insurance provider. UKI valued Mr G’s car at £9,096. But from this amount ... (3 pages)View decision -
Decision Reference DRN-4535559
5 Jun 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4535559 The complaint Mr M complains that American Express Services Europe Limited (AESEL) won't award him the reward points he believes he is due following his application for a credit card. What happened Mr M signed up for a credit card with AESEL on 12 June 2023. There was a fe... (2 pages)View decision -
Decision Reference DRN-4835550
5 Jun 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4835550 The complaint Mr B and Miss B have complained about Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim they made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Sec... (6 pages)View decision -
Decision Reference DRN-4835787
5 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4835787 The complaint Mr I complains that Santander UK Plc (‘Santander’) is holding him responsible for transactions he says he didn’t make or otherwise authorise. What happened Mr I says that in October 2022 he was on a business trip abroad and got separated from his colleagues. Someo... (4 pages)View decision -
Decision Reference DRN-4784897
5 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4784897 The complaint Mr R complains that Advantage Insurance Company Limited (“Advantage”) asked him to repay a portion of a claim it’d paid under his car insurance policy. Mr R is represented in his complaint by a family member. For ease I’ll refer to comments made by the comments pr... (3 pages)View decision -
Decision Reference DRN-4670355
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4670355 The complaint Miss G complains that Monzo Bank Ltd hasn’t agreed to refund a payment which she says she didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. The core facts are not in dispute, ... (2 pages)View decision -
Decision Reference DRN-4756464
5 Jun 2024 Hargreaves Lansdown Advisory Services Limited Not upheldPensions and AnnuitiesDRN-4756464 The complaint Mr M complains about the advice given by Hargreaves Lansdown Advisory Services Limited (‘HL’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension plan (‘SIPP’). He says the advice was unsuitable ... (8 pages)View decision -
Decision Reference DRN-4799880
5 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4799880 The complaint Mr W has complained that Lloyds Bank PLC gave him incorrect information about his account balance which caused him to go into an unarranged overdraft. Background Mr W opened a basic account with Lloyds in November 2023 and deposited a large amount of money into it... (3 pages)View decision
