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 125267 results
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Decision Reference DRN-3845713
20 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3845713 The complaint Mrs L complains that Nationwide Building Society (Nationwide) made errors in sending her international payment. What happened On 3 September 2021, Mrs L visited her local branch of Nationwide and instructed an international payment of EUR 16,000 to a beneficiary i... (4 pages)View decision -
Decision Reference DRN-3444366
20 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3444366 The complaint Ms B complains that NewDay Ltd, trading as Aqua, should not have agreed her credit card application or increased her credit limit as the lending was both unaffordable and irresponsible. What happened Ms B is represented in this complaint. However, for the sake of ... (5 pages)View decision -
Decision Reference DRN-3704484
20 Dec 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3704484 The complaint Miss H and Mr P complain that Great Lakes Insurance SE declined their travel insurance claim. My references to Great Lakes include its agents, which include the administrator our investigator referred to in her previous correspondence. Great Lakes is the insurer o... (3 pages)View decision -
Decision Reference DRN-3600145
20 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3600145 Complaint Miss S has complained that NewDay Ltd (trading as “Aqua”) charged her even more interest on her credit card despite being on a repayment plan as a result of being in persistent debt. Background In September 2018, Aqua wrote to Miss S to let her know that over the prev... (5 pages)View decision -
Decision Reference DRN-3853168
20 Dec 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3853168 The complaint Mrs S complains that Santander UK Plc (Santander) made errors on an international payment. What happened On 18 March 2022, Mrs D visited a branch of Santander and asked to transfer £10,000 from her account to a relative in Serbia. On 21 March 2022, Santander sent ... (3 pages)View decision -
Decision Reference DRN-3869048
20 Dec 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3869048 The complaint N complains that The Co-operative Bank Plc (Co-op) accepted a switching request for its account from another bank before it had made the decision about which bank it was going to move to. N is represented by its director, Mr S. What happened N’s bank offered it a ... (3 pages)View decision -
Decision Reference DRN-3762151
20 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3762151 The complaint Mr M complains about the way Admiral Insurance (Gibraltar) Limited handled his claim under his motor insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. In summary, Mr M was inv... (3 pages)View decision -
Decision Reference DRN-3859173
20 Dec 2022 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3859173 The complaint Miss G complains about Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of her claim, under her motor insurance policy, following an accident when driving. What happened Miss G was involved in a car accident in December 2020. She contacted Admiral and it... (4 pages)View decision -
Decision Reference DRN-3838581
20 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3838581 The complaint Ms B has complained that QIC Europe Ltd (QIC) unfairly declined a claim for an escape of water at her home. What happened Ms B was having a new bathroom fitted. When the plumber was finishing stripping the bathroom, he found a water leak. So, Ms B contacted QIC to... (2 pages)View decision -
Decision Reference DRN-3837190
20 Dec 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3837190 The complaint Mrs A complains Santander Consumer (UK) Plc (Santander) trading as Hyundai Finance (Hyundai) provided finance for a car that was not of satisfactory quality. She asks to reject it. What happened I set out the background to this complaint in my earlier provisional ... (5 pages)View decision
