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-4391404
13 Feb 2024 Santander UK Plc Not upheldMortgagesDRN-4391404 The complaint Mr E and Mrs T complain that Santander UK Plc caused delays and unfairly declined their mortgage application. They ask for an apology and compensation for financial loss and emotional turmoil. What happened Mr E and Mrs T started a mortgage application with Santan... (2 pages)View decision -
Decision Reference DRN-4534493
13 Feb 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4534493 The complaint Mr W complains that Legal and General Assurance Society Limited (L&G) has terminated benefit for an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve si... (9 pages)View decision -
Decision Reference DRN-4516624
13 Feb 2024 Skyfire Insurance Company Limited UpheldInsuranceDRN-4516624 The complaint Miss L complains about how Skyfire Insurance Company Limited (“Skyfire”) handled a claim under her motor insurance policy. What happened Miss L had a motor insurance policy with Skyfire covering her car. In July 2023 she was involved in a multi-vehicle collision c... (2 pages)View decision -
Decision Reference DRN-4563362
13 Feb 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4563362 The complaint A limited company, which I’ll refer to as ‘G’, is unhappy that Metro Bank PLC defaulted its Bounce Back Loan (BBL). G’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr J’. What happened G had a BBL with Metro and was making the requ... (4 pages)View decision -
Decision Reference DRN-4446582
13 Feb 2024 Citibank UK Limited UpheldInvestmentsDRN-4446582 The complaint Mr d complains that Citibank UK Limited (‘Citi’) delayed payments from his investments into his account. He wants Citi to improve its systems and processes and pay him compensation, including a proportion of the money he was temporarily deprived of. What happened ... (3 pages)View decision -
Decision Reference DRN-4617998
13 Feb 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4617998 The complaint Miss T is unhappy that National Westminster Bank Plc (“NatWest”) consider her to have an outstanding balance which she feels she’s repaid and didn’t provide accurate statements to her about her outstanding balance. What happened Miss T had several accounts with Na... (4 pages)View decision -
Decision Reference DRN-4591745
13 Feb 2024 Target Servicing Limited UpheldMortgagesDRN-4591745 The complaint Miss W complains about delays caused by Target Servicing Limited (Target) when she tried to remove her ex-partner from their joint mortgage. What happened Miss W and her ex-partner had a joint mortgage. They bought their property using a government backed “Help to... (3 pages)View decision -
Decision Reference DRN-4617828
13 Feb 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4617828 The complaint Miss G has complained that Red Sands Insurance Company (Europe) Limited unreasonably refused to pay her claim under her pet policy for her dog. She’s also complained about how her complaint was handled plus the imposition of an exclusion on her policy. What happen... (7 pages)View decision -
Decision Reference DRN-4617994
13 Feb 2024 Society of Lloyd's UpheldInsuranceDRN-4617994 The complaint Mr A complains about Society of Lloyd’s decision not to settle his claim. He also complains about delays in assessing his claim and feels he’s been treated unfairly and racially profiled. What happened The details in this complaint are well known to the parties, s... (5 pages)View decision -
Decision Reference DRN-4574921
13 Feb 2024 Vitality Health Limited Not upheldInsuranceDRN-4574921 The complaint Miss M and Mrs M have complained about the way Vitality Health Limited (‘Vitality’) dealt with a claim. Miss M is Mrs M’s daughter. What happened Miss M and Mrs M have a private medical insurance policy, underwritten by Vitality. Cover began for Miss M in June 202... (2 pages)View decision
