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 380824 results
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Decision Reference DRN-4823645
24 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4823645 The complaint Mrs S complains about the charges incurred while processing foreign cheques with Santander UK Plc (“Santander”). In particular, Mrs S is unhappy she wasn’t given accurate information about the process and charges and wants Santander to re-imburse her for the ch... (3 pages)View decision -
Decision Reference DRN-5009431
24 Sep 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5009431 The complaint Ms S has complained that Clydesdale Bank Plc, trading as Virgin Money, unfairly declined some transactions on her credit card. What happened Ms S has a credit card with Virgin Money. She made a payment to British Airways for £122.90, which was accepted. Ms S th... (2 pages)View decision -
Decision Reference DRN-4915456
24 Sep 2024 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-4915456 The complaint Mr D complains about the suitability of the advice he received from Zurich Assurance Ltd (Zurich) to take out a Free Standing Additional Voluntary Contribution (FSAVC) plan. Mr D took out his FSAVC plan with a predecessor business of Zurich. But it is responsib... (9 pages)View decision -
Decision Reference DRN-5037133
24 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5037133 The complaint Mr A complains that Nationwide Building Society (“Nationwide”) failed to refund transactions he didn’t recognise. What happened Mr A has explained that when he went to use a cash machine in December 2023, he noticed his account had very little funds left in it... (5 pages)View decision -
Decision Reference DRN-5038747
24 Sep 2024 BUPA Insurance Limited UpheldInsuranceDRN-5038747 The complaint Mrs T complains BUPA Insurance Limited unfairly declined her claim for treatment. What happened Mrs T held a private medical insurance policy underwritten by BUPA, which she took out through a broker in July 2023. The policy does not provide cover for pre-exist... (3 pages)View decision -
Decision Reference DRN-5038699
24 Sep 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-5038699 The complaint Mr A complains about Sabre Insurance Company Limited’s (“Sabre”) handling of his claim under his motorcycle insurance policy. Sabre are the insurers of Mr A’s policy. Part of this complaint concerns the actions of an agent. As Sabre have accepted they are acco... (4 pages)View decision -
Decision Reference DRN-4949542
24 Sep 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4949542 The complaint Miss C and Mr O complain about the way The National Farmers' Union Mutual Insurance Society Limited (“NFU”) handled a claim they made on their home insurance policy. What happened In 2011, there was an escape of water in Miss C and Mr O’s property. NFU acc... (2 pages)View decision -
Decision Reference DRN-4967226
24 Sep 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4967226 The complaint Mr W complains that American Express Services Europe Limited (AESEL) blocked his transactions and that they continued to do so even when they had provided assurances the block had been removed. What happened The details of this complaint are well known to both ... (2 pages)View decision -
Decision Reference DRN-4829440
24 Sep 2024 Santander UK Plc Not upheldMortgagesDRN-4829440 The complaint Mr C complains about the early repayment charge (ERC) he will have to pay to Santander UK plc if he repays his mortgage early. He says the level of the ERC is excessive and can’t be representative of the cost to Santander of early repayment. What happened Mr C ... (2 pages)View decision -
Decision Reference DRN-4921042
23 Sep 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4921042 The complaint Mr W has complained that Barclays Bank UK PLC won’t refund a cash withdrawal where he explained the cash did not dispense. What happened In February 2024, Mr W tried to withdraw £200 at an ATM. The amount debited his account, but he’s explained that no cash act... (3 pages)View decision
