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 362196 results
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Decision Reference DRN-4494341
20 Mar 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldInvestmentsDRN-4494341 The complaint Mr M complains that the savings plans sold to him by Sun Life Assurance Company of Canada (UK) Limited (SLOC) were missold. Mr M’s complaint has been brought by a third party on his behalf but to keep things simple, I’ll refer to all correspondence as coming from ... (3 pages)View decision -
Decision Reference DRN-4695216
20 Mar 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4695216 The complaint Mr U is complaining about the amount Haven Insurance Company Limited paid to settle a claim he made on his car insurance policy. What happened Mr U’s car was damaged in an accident so he contacted Haven to claim for the damage on his car insurance policy. Haven de... (4 pages)View decision -
Decision Reference DRN-4682114
20 Mar 2024 Scottish Widows Limited UpheldInsuranceDRN-4682114 The complaint Mrs W complains that Scottish Widows Limited trading as Halifax Financial Services (Halifax) caused unnecessary delays in providing information and surrendering, policies held through them that she had inherited. What happened Halifax say they were informed about ... (2 pages)View decision -
Decision Reference DRN-4544507
20 Mar 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4544507 The complaint Mr S complains that Lloyds Bank PLC didn’t honour an agreement to pay for the legal fees he incurred when he moved his mortgage to Lloyds, and didn’t refund the fees either. What happened Mr S bought his property in 2021, using a mortgage with another lender. In 2... (3 pages)View decision -
Decision Reference DRN-4657411
20 Mar 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4657411 The complaint Mr A has complained about West Bay Insurance Plc’s decision to reject a theft claim he made under his motorbike insurance policy. What happened Mr A bought a motorbike insurance policy through a broker online with West Bay. He made a claim for the theft of his mot... (2 pages)View decision -
Decision Reference DRN-4460620
20 Mar 2024 Coventry Building Society Not upheldMortgagesDRN-4460620 The complaint Mr J complains that Coventry Building Society (CBS) overcharged him fees when he took out a new mortgage. What happened Mr J applied for a mortgage with CBS through a broker. CBS offered to lend £148,947 on repayment terms over 26 years. Mr J also applied for a tr... (3 pages)View decision -
Decision Reference DRN-4642189
20 Mar 2024 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4642189 The complaint Mrs S says Sainsbury's Bank Plc (SB) irresponsibly lent to her. What happened Mrs S took out a £10,000 loan over 60 months from SB on 25 February 2020. The monthly repayments were £211.25 and the total repayable was £12,675. Her loan account defaulted in Nove... (4 pages)View decision -
Decision Reference DRN-4487294
20 Mar 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4487294 The complaint Mr B complains that a car he acquired via a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance wasn’t of satisfactory quality. He would like to reject it and cancel the agreement. What happened In May 2023 Mr B acquired ... (3 pages)View decision -
Decision Reference DRN-4676710
20 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4676710 The complaint Mr G is unhappy with the costs he incurred when receiving funds into his Starling Bank Limited (‘Starling’) account. What happened Mr G had both a Euro (EUR) and Great British Pound (GBP) account with Starling. Mr G provided his Starling account details to a solic... (3 pages)View decision -
Decision Reference DRN-4663129
20 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4663129 The complaint Mrs G is unhappy that Santander UK Plc will not refund the money she lost to a flight booking scam. What happened In May 2023 Mrs G bought a flight online, using her debit card, from company W for £569.97. When she did not receive her ticket she realised she had b... (3 pages)View decision
