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 370149 results
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Decision Reference DRN-4780940
13 May 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4780940 The complaint Miss B contacted us on behalf of D and complained that Aviva Life & Pensions UK Limited had declined a claim on one life assurance policy and another life and critical illness policy. What happened Miss B’s company, D, applied for the policies on 3 July 2019. ... (5 pages)View decision -
Decision Reference DRN-4770252
13 May 2024 ClearBank Limited UpheldBanking and PaymentsDRN-4770252 The complaint A company, which I’ll refer to as M, complains that ClearBank Limited (a Tide account) won’t reimburse the funds it lost to a scam. Mr B, who is a director of M, brings the complaint on M’s behalf. What happened Mr B has explained that in around May 2023, he recei... (4 pages)View decision -
Decision Reference DRN-4761256
13 May 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4761256 The complaint Miss G complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim under her pet insurance policy. What happened Miss G took out pet insurance with RSA on 1 July 2023. On 12 September 2023, Miss G took her cat to the vet as it had a... (2 pages)View decision -
Decision Reference DRN-4763029
13 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4763029 The complaint Mr H complains that a finance provider (“T”) who subsequently sold his acocunt to NewDay Ltd (“ND”) failed to record his change of address in June 2013, resulting in statements being sent to his old address for over 10 years. Mr H says that he thought he’d paid t... (3 pages)View decision -
Decision Reference DRN-4716967
13 May 2024 Newcastle Building Society UpheldInvestmentsDRN-4716967 The complaint Mr and Mrs T, complain that Newcastle Building Society (Newcastle) failed to provide them with an appropriate level of customer service in connection with their family trust. What happened The facts of this case are well known to the parties so, I won’t repeat it ... (5 pages)View decision -
Decision Reference DRN-4737128
13 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4737128 The complaint Mr G complains Santander UK Plc (“Santander”) made mistakes when he transferred money from his account with them to one overseas. What happened On 25 April 2023 Mr G tried to make a payment to his bank account overseas. Instead of the correct amount in sterling th... (2 pages)View decision -
Decision Reference DRN-4790244
13 May 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4790244 The complaint P, a limited company, complain that National Westminster Bank Plc unreasonably closed their accounts and withheld the funds in them. They’d like to be compensated. What happened P held accounts with NatWest. But in September 2022 the director of P found that he co... (5 pages)View decision -
Decision Reference DRN-4793268
13 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4793268 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a commercial vehicle insurance policy. What happened The subject matter of the claim and the complaint is a van, first registered in 2019 with a “69” registration plate. Mr C’s compa... (6 pages)View decision -
Decision Reference DRN-4724019
13 May 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4724019 The complaint Mr T complains about Royal & Sun Alliance Insurance Company (RSA) declining a claim under his home insurance policy for damage to a kitchen unit. Any reference to RSA in this decision includes their agents. What happened In September 2023 Mr T contacted RSA to... (3 pages)View decision -
Decision Reference DRN-4794902
13 May 2024 U K Insurance Limited UpheldInsuranceDRN-4794902 The complaint B, a limited company, complains about the settlement it’s been offered by U K Insurance Limited (UKI) following a claim under its commercial motor fleet insurance policy. B is being represented in this complaint by its director. What happened B has a commercial mo... (3 pages)View decision
