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 364422 results
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Decision Reference DRN-4583084
8 Mar 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4583084 The complaint Mr and Mrs F are unhappy that Red Sands Insurance Company (Europe) Limited (Red Sands) declined their claim for water damage. Mr and Mrs F jointly held buildings and contents insurance underwritten by Red Sands. For ease of reading, I’ll refer mainly to Mr F throu... (4 pages)View decision -
Decision Reference DRN-4652543
8 Mar 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4652543 The complaint Mr E made a claim on his Accredited Insurance (Europe) Ltd (‘AIE) legal expenses insurance policy for cover to bring a claim in relation to a problem affecting his property, which AIE declined. Mr E is unhappy with AIE’s decision and the way they handled his claim... (3 pages)View decision -
Decision Reference DRN-4590898
8 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4590898 The complaint Mr A complains that Santander UK Plc (“Santander”) won’t refund him the balance of the cost for a flight he cancelled. What happened Mr A booked overseas flights with an airline via a third-party booking agent, for which he paid £433.80 using his Santander debit c... (3 pages)View decision -
Decision Reference DRN-4467650
8 Mar 2024 Squareup Europe Ltd Not upheldBanking and PaymentsDRN-4467650 The complaint Mr W complains that Squareup Europe Ltd trading as Cash App withdrew the facility to make international payments. What happened Mr W has an account with Cash App that previously had the facility to make international payments. Cash App says it withdrew the ability... (3 pages)View decision -
Decision Reference DRN-4668201
8 Mar 2024 Chetwood Financial Limited Not upheldConsumer CreditDRN-4668201 The complaint Miss P complains that Chetwood Financial Limited trading as BetterBorrow was irresponsible to agree a loan for her. What happened BetterBorrow agreed a loan of £10,000 for Miss P in July 2022. The total amount owed was £15,344.82 to be repaid at £319.69 a month ov... (4 pages)View decision -
Decision Reference DRN-4592457
8 Mar 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4592457 The complaint Mrs S complains that she received poor customer service from Metro Bank PLC (Metro) when she wanted to reserve and use a safe deposit box in branch. What happened Mrs S reserved a safe deposit box online. She went to branch to complete the reservation process and ... (2 pages)View decision -
Decision Reference DRN-4661254
8 Mar 2024 Cabot Credit Management Group Limited Not upheldBanking and PaymentsDRN-4661254 The complaint Mr M complains about the way Cabot Credit Management Group Limited trading as Cabot Financial (Cabot) dealt with a request for information. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: I... (4 pages)View decision -
Decision Reference DRN-4609335
8 Mar 2024 Scottish Equitable Plc Not upheldInvestmentsDRN-4609335 The complaint Mrs B and Mrs W, as executors of the estate of the late Mrs S, complain that Scottish Equitable Plc trading as Aegon has failed to pay the proceeds of a bond that were due on the death of Mrs S. What happened Mrs S sadly passed away in 2022. Her executors complain... (3 pages)View decision -
Decision Reference DRN-4625952
8 Mar 2024 Halifax Share Dealing Limited UpheldInvestmentsDRN-4625952 The complaint Mr G complains that Halifax Share Dealing Limited (“Halifax”) overcharged him in respect of his sharedealing account. What happened Mr G holds two share dealing accounts with Halifax, which it says sit behind two separate customer profiles – one under the Halifax ... (3 pages)View decision -
Decision Reference DRN-4539366
8 Mar 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4539366 The complaint Mr W and Mrs M have complained about an application they made – via a mortgage broker – to Barclays Bank UK PLC for a further advance on their mortgage. What happened Mr W and Mrs M had a residential mortgage with Barclays. In October 2021 Mr W and Mrs M spoke to ... (11 pages)View decision
