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-4769747
29 Apr 2024 Coventry Building Society Not upheldBanking and PaymentsDRN-4769747 The complaint Mr L complains about delays and poor service when transferring funds from his savings account with Coventry Building Society (CBS). What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: On 30 Jun... (3 pages)View decision -
Decision Reference DRN-4529788
29 Apr 2024 U K Insurance Limited UpheldInsuranceDRN-4529788 The complaint Mr A has complained about the repairs carried out by U K Insurance Limited during a claim he made on his home insurance policy for damage caused by subsidence. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: ... (3 pages)View decision -
Decision Reference DRN-4429445
29 Apr 2024 Citibank UK Limited Not upheldBanking and PaymentsDRN-4429445 The complaint Mr and Mrs C complain about Citibank UK Limited’s (Citi) handling of SWIFT payments into their account (now closed) over a two-year period. They say Citi compromised their accounts by failing to comply with Article 7 of the Funds Transfer Regulations, which requir... (5 pages)View decision -
Decision Reference DRN-4731470
29 Apr 2024 First Central Underwriting Limited UpheldInsuranceDRN-4731470 The complaint Miss R complains about how First Central Underwriting Limited, previously known as Skyfire Insurance Company Limited, dealt with a claim against her motor insurance policy. Reference to First Central includes its agents and its previous trading name. What happened... (5 pages)View decision -
Decision Reference DRN-4751759
29 Apr 2024 AIB Group (UK) Plc UpheldMortgagesDRN-4751759 The complaint Mr L complains that AIB Group (UK) Plc paid a legal firm some money for service charges on a property he owns and has mortgaged with AIB. Mr L said this was a scam. What happened Mr L said his mortgage company, AIB, had been told he owed around £2,500 in service c... (7 pages)View decision -
Decision Reference DRN-4711735
29 Apr 2024 Unum Ltd Not upheldInsuranceDRN-4711735 The complaint Ms H complains that Unum Ltd has turned down an incapacity claim she made on her employer’s group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I haven’t set it out in detail here. Instead, I’v... (5 pages)View decision -
Decision Reference DRN-4767370
29 Apr 2024 Conclusive Financial Limited UpheldClaims ManagementDRN-4767370 The complaint Mr S complains about Conclusive Financial Limited trading as Conclusive Financial (“CFL”) and their failure to respond to his requests for his payment protection insurance (“PPI”) claim to be cancelled and his personal information deleted. What happened On 13 July... (3 pages)View decision -
Decision Reference DRN-4764354
29 Apr 2024 Mantra Consultancy & Capital Limited UpheldMortgagesDRN-4764354 The complaint Mr G complains that he asked a mortgage broker working under the umbrella of Mantra Consultancy & Capital Limited (“Mantra”) to apply for a mortgage for him, but although the broker told him the application was in progress, he later found out it was never done... (6 pages)View decision -
Decision Reference DRN-4717660
29 Apr 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4717660 The complaint Mr H is complaining about Nationwide Building Society because he says it lent to him irresponsibly by continuing to provide an overdraft facility he couldn’t afford. What happened Mr H had a current account with Nationwide. In October 2021, he applied for and was ... (2 pages)View decision -
Decision Reference DRN-4673572
29 Apr 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4673572 The complaint Mr U complains that Capital One (Europe) plc was irresponsible when it offered him a credit card account. What happened Capital One opened a credit card account for Mr U on 1 June 2016 with a credit limit of £200. Mr U withdrew £200 in cash when the account was op... (3 pages)View decision
