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 375868 results
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Decision Reference DRN-5260368
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5260368 The complaint A company, which I’ll refer to as B, complains that Santander UK Plc took the wrong amounts in repayment of its Bounce Back Loan (BBL). What happened In July 2020, B successfully applied for a £39,000 BBL from Santander. BBLs were designed to help businesses g... (2 pages)View decision -
Decision Reference DRN-5257804
4 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5257804 The complaint Miss U had complained about how U K Insurance Limited (UKI) dealt with a claim under a home emergency policy. Miss U is represented on this complaint by Mr U, who I will also sometimes refer to. References to UKI include companies acting on its behalf. What h... (3 pages)View decision -
Decision Reference DRN-5208408
4 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5208408 The complaint Mr H complains that National Westminster Bank Plc charged him a fee for investment advice, then later closed his stocks and shares ISA. He’d like the advice fee returned. What happened Mr H had several bank accounts with NatWest. In July 2023 NatWest issued Mr ... (2 pages)View decision -
Decision Reference DRN-5304172
4 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5304172 The complaint Mr H has complained about a transfer of his Phoenix Life Limited personal pension to a small self-administered scheme (SSAS 1 ) in November 2015. Mr H’s SSAS was subsequently used to invest in an overseas property development. The investment now appears to have... (18 pages)View decision -
Decision Reference DRN-5208319
4 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5208319 The complaint Mrs H complains that National Westminster Bank Plc charged her a fee for investment advice, then later closed her stocks and shares ISA. She’d like the advice fee returned. What happened Mrs H had several bank accounts with NatWest. In July 2023 NatWest issued ... (2 pages)View decision -
Decision Reference DRN-5302028
4 Feb 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5302028 The complaint Mr H has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (SSAS 1 ) in October 2015. Mr H’s SSAS was subsequently used to invest in an overseas property development. The investment now appears to have ... (17 pages)View decision -
Decision Reference DRN-5259642
4 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5259642 The complaint Mr and Mrs M complain that U K Insurance Limited declined their claim against a travel insurance policy. Reference to UKI includes its agents. What happened Mr and Mrs M have travel insurance underwritten by UKI as a benefit of a current account. They paid a p... (3 pages)View decision -
Decision Reference DRN-5293219
4 Feb 2025 Idealing.com Limited Not upheldInvestmentsDRN-5293219 The complaint Mr M complains that Idealing.com Limited (‘Idealing’) took too long to transfer his ISA to another provider, and how it communicated with him during the transfer. What happened Mr M held a Stocks and Shares ISA with Idealing. On 25 September 2023, he requested... (6 pages)View decision -
Decision Reference DRN-5172072
4 Feb 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5172072 The complaint Miss H complains that Red Sands Insurance Company (Europe) Limited rejected a claim on her pet insurance and added an exclusion to the policy. What happened Miss H took out a pet insurance policy for her dog, which started on 7 April 2024. Soon after, her dog h... (3 pages)View decision -
Decision Reference DRN-5271790
4 Feb 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5271790 The complaint Mr B, through a representative, says Oakbrook Finance Limited, trading as Finio Loans, irresponsibly lent to him. What happened Mr B took out a loan for £1,000 over 36 months on 23 April 2024. The monthly repayments were £54.25 and the total repayable was £1,95... (4 pages)View decision
