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-4452044
15 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4452044 The complaint A partnership which I’ll call ‘B’ complains that Bank of Scotland Plc (‘BOS’) incorrectly held their funds in an account instead of paying it off their loan. The complaint is brought on B’s behalf by the partners, Mr and Mrs B. What happened B held several account... (4 pages)View decision -
Decision Reference DRN-4623751
15 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4623751 The complaint A company I’ll call H complains that Santander UK PLC (Santander) blocked and closed its account, without explaining why. H is represented by one of its directors, Mr H. What happened On 10 February 2022, Santander wrote to H with questions as part of a Know Your ... (3 pages)View decision -
Decision Reference DRN-4623725
15 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4623725 The complaint Mr H complains that Santander UK PLC (Santander) closed his account and shared his personal data with a third party. What happened On 31 March 2022, Santander issued a letter giving Mr H 60 days’ notice of its intention to close Mr H’s account. That followed a rev... (2 pages)View decision -
Decision Reference DRN-4523301
15 Feb 2024 U K Insurance Limited Not upheldInsuranceDRN-4523301 The complaint Mr S complains UKI Insurance Limited (UKI) unfairly declined to offer him motor insurance cover. UKI are the underwriters of the motor insurance policy i.e. the insurer. What happened Mr S applied for a car through a mobility scheme. When his application was submi... (2 pages)View decision -
Decision Reference DRN-4450442
15 Feb 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4450442 The complaint A company, which I’ll refer to as T, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund payments it didn’t make. Miss K, who is a director of T, brings the complaint on T’s behalf. What happened The details of this complaint ... (2 pages)View decision -
Decision Reference DRN-4624906
15 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4624906 The complaint Mr and Mrs C have complained about U K Insurance Limited (UKI). They are not happy about the way it dealt with a subsidence claim over a number of years under their home insurance policy. For ease of reading any reference to UKI includes its agents and I’ve mainly... (4 pages)View decision -
Decision Reference DRN-4615861
15 Feb 2024 Motors Insurance Company Limited Not upheldInsuranceDRN-4615861 The complaint Miss X complains that Motors Insurance Company Limited unfairly declined a claim she made on her motor warranty. Reference to Motors, includes its agents. What happened Miss X holds a motor warranty with Motors. When her vehicle needed a repair, she made a claim o... (2 pages)View decision -
Decision Reference DRN-4587192
15 Feb 2024 Creation Financial Services Limited UpheldBanking and PaymentsDRN-4587192 The complaint Mr S complains that Creation Financial Services Limited closed his account, didn’t provide his points, a free night stay voucher or refund the annual fee. He says Creation should have awarded him an extra 25,000 points. He would like compensation for his losses. W... (4 pages)View decision -
Decision Reference DRN-4521578
15 Feb 2024 Barclays Bank Plc UpheldInvestmentsDRN-4521578 The complaint Mr W complained about Barclays Bank Plc (Barclays). He said he was unable to sell shares he held in his ISA account with Barclays. He said this was because the shares had transferred and been relisted to a different exchange, not supported by Barclays. He said he ... (3 pages)View decision -
Decision Reference DRN-4608406
15 Feb 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4608406 The complaint T complains The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (NFU) declined its claim for cover under its commercial insurance policy relating to a legal action brought against T by a third party. T is a sole trader business ... (7 pages)View decision
