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 362195 results
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Decision Reference DRN-5112770
15 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5112770 The complaint Miss O complains Santander UK Plc (“Santander”) closed her accounts without explanation. Miss O also complains Santander demanded she repay her overdraft debt within 14 days’, failed to consider her circumstances, and offer her a suitable repayment plan. Miss O... (4 pages)View decision -
Decision Reference DRN-5259248
15 Jan 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5259248 The complaint Mr C complains that BUPA Insurance Limited is refusing to communicate with him about removing the special conditions applied to his private health insurance policy. What happened Mr C has held a policy with Bupa for a long time. But he took out a new Bupa poli... (2 pages)View decision -
Decision Reference DRN-5218777
15 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5218777 The complaint Mr F complains that Nationwide Building Society (Nationwide) won’t give him the £175 switching incentive it offered to new customers shortly after his switch to Nationwide. What happened In Mid-September 2024, Mr F switched his bank account from his previous ba... (2 pages)View decision -
Decision Reference DRN-5247331
15 Jan 2025 Currencies Direct Limited UpheldBanking and PaymentsDRN-5247331 The complaint Mr K complains that Currencies Direct Limited made an error in processing his international payments which resulted in loss and inconvenience for him. What happened Mr K explains that he had been making payments through Currencies Direct to his bank account abr... (3 pages)View decision -
Decision Reference DRN-5028646
15 Jan 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5028646 The complaint Mr M complains about the car supplied by Volvo Car Financial Service UK Limited (VCFS). He says the car isn’t of satisfactory quality. What happened Mr M entered into a hire agreement with VCFS in March 2022. VCFS supplied Mr M a brand-new car. Mr M made an ad... (3 pages)View decision -
Decision Reference DRN-5236345
15 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5236345 The complaint Mr M complains about the information provided by an esure Insurance Limited (esure) representative about his no claims discount. What happened Mr M renewed his car insurance policy with esure in December 2022. The car insurance schedule confirmed Mr M had ‘Not... (3 pages)View decision -
Decision Reference DRN-5195711
15 Jan 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5195711 The complaint Mr K complains that Starr International (Europe) Limited (“Starr”) unfairly declined his claim on a mobile phone insurance policy. What happened Mr K had a phone insured on a policy branded with the names of his service provider and an administrator. Starr was... (3 pages)View decision -
Decision Reference DRN-5251321
15 Jan 2025 Domestic & Gemeral Insurance Plc UpheldInsuranceThe complaint Mr H has complained about Domestic & General Insurance Plc (D&G). He isn’t happy about the way it dealt with a claim under his household appliance insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as foll... (3 pages)View decision -
Decision Reference DRN-5262394
15 Jan 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5262394 The complaint P, a limited company complains that The Co-operative Payments Bank Plc (Co-operative) closed its accounts and didn’t return money paid into the account back to it, so it has lost out financially. P’s complaint has been brought to our service by its director, M... (7 pages)View decision -
Decision Reference DRN-4829783
15 Jan 2025 Quilter Financial Planning Solutions Limited UpheldInvestmentsDRN-4829783 The complaint Mr F and Miss P, as executors, complain on behalf of the estate of Mr I about the advice he received from Digby Associates an appointed representative of Quilter Financial Planning Solutions Limited (referred to as “Quilter”). In summary they say Mr I was advi... (8 pages)View decision
