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 118878 results
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Decision Reference DRN-4663320
5 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4663320 The complaint Ms N trading as S complains about the way that Santander UK Plc handled an international money transfer from her business account. What happened In October 2023, Ms N asked Santander to transfer money to a beneficiary’s account overseas. Santander transferred the ... (2 pages)View decision -
Decision Reference DRN-4662060
5 Mar 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4662060 The complaint Mr G has complained about the way The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) has administered his home insurance policy. What happened As the circumstances of this complaint aren’t in dispute, I’ll summarise what’s happened. In 2019, Mr ... (3 pages)View decision -
Decision Reference DRN-4663405
5 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4663405 The complaint Mr L complains that Barclays Bank UK PLC unfairly blocked his card on more than one occasion, and they provided him with poor customer service. Mr L is represented by his mother in bringing this complaint. But for ease of reading, I’ll refer to any submission and ... (5 pages)View decision -
Decision Reference DRN-4596750
5 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4596750 The complaint Mr and Mrs S are unhappy that Santander UK Plc hasn’t refunded them after they fell victim to an investment scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise the key details here. Mr and Mrs S were approa... (3 pages)View decision -
Decision Reference DRN-4663331
5 Mar 2024 The Mortgage Business Plc UpheldMortgagesDRN-4663331 The complaint Mr and Mrs D’s complaint about The Mortgage Business Plc (TMB) relates to the repeated sending of correspondence to them by TMB when they had assured them they would not. What happened Mr and Mrs D held a mortgage with TMB but when they ran into financial difficul... (3 pages)View decision -
Decision Reference DRN-4459029
5 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4459029 The complaint Ms D complains about the administration of her stakeholder pension plan by ReAssure Limited (ReAssure). She says ReAssure hasn’t provided sufficient information about the charges deducted from her plan. Ms D complains that information about charges was provided to... (6 pages)View decision -
Decision Reference DRN-4663178
5 Mar 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4663178 The complaint Mr C complains about the way that The Mortgage Works (UK) Plc (TMW) administered a transfer to a new interest rate product on a buy-to-let mortgage. What happened Mr C has a buy-to-let mortgage with TMW. In June 2023, he arranged a new fixed rate to start in Septe... (3 pages)View decision -
Decision Reference DRN-4612732
5 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4612732 The complaint Mr H complains that esure Insurance Limited (“esure”) has unfairly handled a claim made under his motor insurance policy. Any reference to Mr H or esure includes respective agents or representatives. What happened The background of this complaint is well known to ... (2 pages)View decision -
Decision Reference DRN-4662994
5 Mar 2024 Digital Moneybox Limited UpheldBanking and PaymentsDRN-4662994 The complaint Miss E complains about errors, delays and poor service from Digital Moneybox Limited trading as Moneybox when trying to complete a Lifetime Individual Savings Account (LISA) transfer. What happened The background to this complaint and my initial conclusions were s... (4 pages)View decision -
Decision Reference DRN-4467057
5 Mar 2024 MBNA Limited UpheldBanking and PaymentsDRN-4467057 The complaint Mr C has complained that MBNA Limited (“MBNA”) closed his credit card account by mistake. To rectify the mistake Mr C would like MBNA to reopen his credit card account and reinstate his credit limit. What happened In February 2023 MBNA wrote to Mr C to say that, a... (2 pages)View decision
