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-4747347
2 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4747347 The complaint Miss S complains that despite numerous attempts Santander UK Plc (“Santander”) failed to process the transfer of her ISA from another provider. What happened On 6 April 2023 Miss S requested Santander transfer her ISA to it from another provider. The transfer requ... (3 pages)View decision -
Decision Reference DRN-4767054
2 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4767054 The complaint Mr S complains that TSB Bank plc spoiled/lost his cheques, and they did not pay his father’s expenses. Mr S is represented by his father in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mr ... (3 pages)View decision -
Decision Reference DRN-4757737
2 May 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4757737 The complaint Mrs M complains Aviva Life & Pensions UK Limited has incorrectly charged her for use of its investment platform. What happened Mrs M held investments with Aviva that were managed by an IFA. On her behalf, the IFA negotiated a special discount on Aviva’s platf... (2 pages)View decision -
Decision Reference DRN-4646071
2 May 2024 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-4646071 The complaint Ms A complains that CIGNA Life Insurance Company of Europe SA-NV (CIGNA) has unfairly decided to stop meeting the cost of certain medication. What happened Ms A has a policy with CIGNA that covers, amongst other things, part of the cost of prescribed medication. M... (2 pages)View decision -
Decision Reference DRN-4721834
2 May 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4721834 The complaint Mr B has complained that Zopa Bank Limited acted irresponsibly when it provided him with a credit card in July 2021. Background Mr B applied for a Zopa credit card in July 2021. His application was approved, and he was given a credit card with a £300 limit. At the... (3 pages)View decision -
Decision Reference DRN-4776997
2 May 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4776997 The complaint Mr M complains about the decision by Great Lakes Insurance SE to turn down his property owners insurance claim. What happened Mr M holds a property owners policy with Great Lakes. In 2022 heavy rainfall caused damage to his property and he made a claim. Great Lake... (3 pages)View decision -
Decision Reference DRN-4757730
2 May 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4757730 The complaint G, a limited company, complains Aviva Life & Pensions UK Limited incorrectly charged it for use of its investment platform. What happened G held investments with Aviva that were managed by an IFA. On its behalf, the IFA negotiated a special discount on Aviva’s... (2 pages)View decision -
Decision Reference DRN-4757721
2 May 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4757721 The complaint Mr H complains Aviva Life & Pensions UK Limited has incorrectly charged him for use of its investment platform. What happened Mr H held investments with Aviva that were managed by an IFA. On his behalf, the IFA negotiated a special discount on Aviva’s platform... (2 pages)View decision -
Decision Reference DRN-4747267
2 May 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4747267 The complaint Mr N complains that HSBC UK Bank Plc timed him out of an online form when he tried to raise a dispute with them. What happened Mr N says the online form to raise a dispute with HSBC does not specify after how long it will time out and it does also not specify at t... (2 pages)View decision -
Decision Reference DRN-4728764
2 May 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-4728764 The complaint Mr G1 and Mr G2 complain that Kensington Mortgage Company Limited didn’t make clear to them what impact a payment break on their mortgage would have on their credit files. What happened Mr G1 and Mr G2 took out a mortgage with Kensington in 2022. It is on a fixed ... (3 pages)View decision
