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 358002 results
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Decision Reference DRN-4843343
10 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4843343 The complaint Mr D has complained that Santander UK Plc (‘Santander’) blocked and then closed his accounts without notice. He said this caused him a lot of inconvenience and impacted him financially, something he’d like to be compensated for. What happened Mr D had a number of ... (4 pages)View decision -
Decision Reference DRN-4649139
10 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4649139 The complaint Mr H and Miss W complain that Santander UK Plc (‘Santander’) won’t refund the money they lost in a scam. What happened Mr H and Miss W have a joint account with Santander. As Mr H was involved in the scam, I’ll mainly refer to him in this decision. Mr H and Miss W... (5 pages)View decision -
Decision Reference DRN-4838120
10 Jun 2024 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-4838120 The complaint Mr T and Mr T as trustees (‘the trustees’) of the Trust complain that The Prudential Assurance Company Limited didn’t complete a partial withdrawal in 2022. And that it didn’t honour its commitment to pay any monetary loss. What happened The trustees sent Prudenti... (4 pages)View decision -
Decision Reference DRN-4503393
10 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4503393 The complaint Mrs R complains about the service she received from Lloyds Bank PLC when she called for account information and in relation to a complaint she raised. What happened Mrs R called Lloyds on 26 July 2023 to locate the date and the amount of a BACs transfer she had ma... (3 pages)View decision -
Decision Reference DRN-4706644
10 Jun 2024 Vitality Health Limited Not upheldInsuranceDRN-4706644 The complaint Mrs C complains about how Vitality Health Limited handled a claim against her private medical insurance and its decision to decline her claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In... (3 pages)View decision -
Decision Reference DRN-4619189
10 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4619189 The complaint Mrs F complains that Monzo Bank Ltd did not refund the transactions she lost to a scam. What happened Mrs F had recently applied for jobs when she was contacted on a private messaging app by a recruiter. They said she could earn £1,600 per week in a flexible and f... (3 pages)View decision -
Decision Reference DRN-4838041
10 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4838041 The complaint Mr M complains that NewDay Ltd acted irresponsibly in lending him two credit cards. What happened Mr M took out a credit card with NewDay under its Aqua brand in June 2021, with a credit limit of £600. In November 2022, Mr M took out a further credit card with New... (4 pages)View decision -
Decision Reference DRN-4474758
10 Jun 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4474758 The complaint Mr J complains about how AA Underwriting Insurance Company Limited (“AA”) has handled a subsidence claim made on his buildings insurance policy. Any reference to AA includes the actions of its agents. What happened The circumstances of this complaint are well know... (5 pages)View decision -
Decision Reference DRN-4498139
10 Jun 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4498139 The complaint Mr H complains that National Westminster Bank Plc (NatWest) wrongly treated his account as dormant and didn’t send him a new debit card. Mr H also complained that he didn’t receive a call back and NatWest had ignored his subject access request (SAR). What happene... (3 pages)View decision -
Decision Reference DRN-4634828
10 Jun 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4634828 The complaint Mrs G complains that Aviva Life & Pensions UK Limited terminated a claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are ... (8 pages)View decision
