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 365360 results
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Decision Reference DRN-4674146
18 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4674146 The complaint Mr H complains about the repairs that U K Insurance Limited (UKI) made to his car following a claim on his motor insurance policy. What happened Mr H was involved in an incident in 2018 and UKI had repairs made to his car. The bumper was repainted, and Mr H was pr... (2 pages)View decision -
Decision Reference DRN-4689395
18 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4689395 The complaint Mr Z is unhappy with the service he received from Santander UK Plc surrounding transfers he wanted to make into an ISA. What happened Mr Z opened a new ISA in branch with Santander and made an immediate transfer of £10,000 from another ISA (the ‘old ISA’) that Mr ... (3 pages)View decision -
Decision Reference DRN-4628397
18 Mar 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4628397 The complaint Mr H complains that MBNA Limited hasn’t provided him with the service it should have regarding payments to his credit card account. What happened Mr H has a MBNA credit card and says that MBNA changed his monthly direct debit to take the minimum payment, rather th... (2 pages)View decision -
Decision Reference DRN-4683620
18 Mar 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4683620 The complaint Mr and Mrs D complain about their interest only mortgage with Bank of Scotland plc trading as Halifax. They say the mortgage was mis-sold in the first place. They’re unhappy with action Halifax took in 2011 and 2014 when they were in financial difficulty. And they... (4 pages)View decision -
Decision Reference DRN-4654245
18 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4654245 The complaint Mr A has complained about Aviva Insurance Limited’s decision to settle a claim as a fault claim under his car insurance policy. What happened While driving, Mr A hit a car in front of him. Aviva settled the claim as a fault claim. Mr A thought this was unfair. He ... (2 pages)View decision -
Decision Reference DRN-4366413
18 Mar 2024 London and Country Mortgages Ltd Not upheldMortgagesDRN-4366413 The complaint Mr B and Mrs B complaint that when they sourced a mortgage with the help of London and Country Mortgages Ltd (“L&C”) their broker didn’t make sure that the fixed interest rate on their mortgage ran for a full five years. They told us about the difficulties thi... (3 pages)View decision -
Decision Reference DRN-4460917
18 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4460917 The complaint Miss J is unhappy that Revolut Ltd won’t refund money she lost as part of a scam. What happened The details of this complaint are well known to both parties. So I won’t repeat them all here. The facts aren’t in dispute, so I’ll focus on giving the reasons for my d... (1 page)View decision -
Decision Reference DRN-4224369
18 Mar 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4224369 The complaint Mrs C via a representative complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost in a scam. What happened Mrs C says her husband saw an advert about investing with a company I’ll refer to as B on a social networking site. Mrs C then read th... (3 pages)View decision -
Decision Reference DRN-4526733
18 Mar 2024 U K Insurance Limited Not upheldInsuranceDRN-4526733 The complaint Mr and Mrs M complain about how UK Insurance Limited (“UKI”) dealt with a claim they made on their home insurance policy following an escape of water at their home. UKI is the underwriter of this policy, i.e. the insurer. Part of this c... (4 pages)View decision -
Decision Reference DRN-4418057
18 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4418057 The complaint Mr C has complained that he had to pay an early repayment charge (ERC) because Santander UK Plc declined his request to port (transfer) his mortgage interest rate product onto a new mortgage on another property. To settle the complaint, Mr C wants Santander to all... (4 pages)View decision
