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 360982 results
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Decision Reference DRN-5204337
7 Jan 2025 Currensea Limited Not upheldBanking and PaymentsDRN-5204337 The complaint Mr B complains Currensea Limited (“Currensea”) blocked his account because he’d complained didn’t investigate his disputed payments properly incorrectly say he misrepresented information about the payments failed to pay further £50 compensation that it ... (4 pages)View decision -
Decision Reference DRN-5177974
7 Jan 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5177974 The complaint Mrs N complains that St James’s Place Wealth Management Plc (SJP) unfairly cancelled one of the plans she held with it without value. And that it inappropriately invested that plan and the other plan she held with it. What happened Mrs N had two Additional Reti... (9 pages)View decision -
Decision Reference DRN-5212113
7 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5212113 The complaint Miss S complains about Royal & Sun Alliance Insurance Limited (RSA) and how they handled a claim she made on her home insurance policy. She says they caused delays in completing works which left her unable to use her bedroom. What happened In early March 2... (3 pages)View decision -
Decision Reference DRN-5171035
7 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5171035 The complaint Mr K complains about charges applied to his credit card by Vanquis Bank Limited. What happened Mr K had a credit card with Vanquis that was closed at default due to missed payments in 2014. Before the credit card was closed, Vanquis applied overlimit and late ... (2 pages)View decision -
Decision Reference DRN-5172748
7 Jan 2025 George Baker (Insurance Brokers) Limited UpheldInsuranceDRN-5172748 The complaint W, a limited company, complains George Baker (Insurance Brokers) Limited didn’t arrange the renewal of its professional indemnity insurance policy. W is represented by its director, Mr I. What happened W arranged professional indemnity insurance through George ... (3 pages)View decision -
Decision Reference DRN-5134105
7 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5134105 The complaint Mr K and Mrs K complain that esure Insurance Limited (‘esure’) declined their claim for roof damage under their home insurance policy. Mr K has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to ... (4 pages)View decision -
Decision Reference DRN-5182537
7 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5182537 The complaint Mr C complains about UK Insurance Limited (‘UKI’)’s handling of a claim on his home insurance. Mr C’s policy was sold and is administered by a third party company on UKI’s behalf, and all his correspondence has been with this company. However, UKI is the policy... (3 pages)View decision -
Decision Reference DRN-5243382
7 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5243382 The complaint Mr J is unhappy that Santander UK Plc will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr J has brought his complaint through a representative, for ease of reading I will refer solely to Mr J in this decision. What hap... (4 pages)View decision -
Decision Reference DRN-5123606
7 Jan 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5123606 The complaint Mr and Mrs R complain about what The National Farmers' Union Mutual Insurance Society Limited did after they made a claim on their legal expenses insurance. All references to NFU include its agents and claims handlers. Although the policy is in joint names... (6 pages)View decision -
Decision Reference DRN-5187143
7 Jan 2025 Topaz Finance Limited Not upheldMortgagesDRN-5187143 The complaint Miss G complains that Topaz Finance Limited trading as Heliodor Mortgages (Heliodor) incorrectly placed markers on her mortgage account stating that she shouldn’t be contacted by telephone. Miss G says she didn’t provide such an instruction. She also complains ... (4 pages)View decision
