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 352408 results
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Decision Reference DRN-4229550
11 Mar 2024 Fluent Mortgages Limited Not upheldMortgagesDRN-4229550 The complaint Mrs D has complained about a lifetime mortgage application she made through Fluent Lifetime, which is an appointed representative of Fluent Mortgages Limited. She says the interest rate was too high, and the valuation of her property was too low. Mrs D has been su... (6 pages)View decision -
Decision Reference DRN-4667953
11 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4667953 The complaint Mr and Mrs H have complained about the amount Royal & Sun Alliance Insurance Limited (“RSA”) has offered to pay for a claim they made on their home insurance policy. Mr H has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened... (7 pages)View decision -
Decision Reference DRN-3857561
11 Mar 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-3857561 The complaint Mr F has complained that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”), has not properly dealt with a complaint that arose out of the sale of a timeshare membership bought using finance provided by BPF. What happened On 9 March... (8 pages)View decision -
Decision Reference DRN-4600934
11 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4600934 The complaint Mr R is unhappy that HSBC UK Bank Plc trading as first direct (“first direct”) continue to provide balance updates to him without mentioning any pending authorisations or direct debits that are due to leave his account despite a note being placed on its system abo... (2 pages)View decision -
Decision Reference DRN-4515985
11 Mar 2024 Covea Insurance plc Not upheldInsuranceDRN-4515985 The complaint Mr P complains that Covea Insurance plc have provided poor service regarding his policy renewal. What happened Mr P held a buildings and contents insurance policy with Covea. In April 2023 Mr P was made bankrupt, but he didn’t inform Covea, as he didn’t realise he... (3 pages)View decision -
Decision Reference DRN-4673781
11 Mar 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4673781 The complaint H, a company, complains that Clydesdale Bank Plc didn’t do enough to prevent the loss it suffered when it sent money to a Clydesdale account as the result of a scam. Mr Y (H’s director) brings the complaint on its behalf and has used a representative when doing so... (4 pages)View decision -
Decision Reference DRN-4633076
11 Mar 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4633076 The complaint Mr D complains that The Royal Bank of Scotland Plc reversed a transfer from his joint account to his sole account, and they provided him with poor customer service. What happened Mr D says that he is in the process of being separated from his wife. His lawyer advi... (5 pages)View decision -
Decision Reference DRN-4673623
11 Mar 2024 Western Provident Association Limited Not upheldInsuranceDRN-4673623 The complaint Mr B complains about the decision by Western Provident Association Limited (‘WPA’) to turn down his private medical insurance claim. What happened On 1 January 2023, Mr B joined his employer’s private medical insurance cover with WPA. This was on a moratorium basi... (4 pages)View decision -
Decision Reference DRN-4351659
11 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4351659 The complaint Mrs W complains that Santander UK Plc won’t refund a payment she made using her credit card. What happened In June 2022, Mrs W bought flights for her and her husband from a company I’ll call “J”. She paid £589 using her Santander credit card. The outbound flight w... (3 pages)View decision -
Decision Reference DRN-4673618
11 Mar 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-4673618 The complaint Mr C complains that the value of his pension plan held with Phoenix Life Limited has been unreasonably eroded by charges over the years and has failed in its primary objective of long-term growth for retirement. Mr C has been helped in his complaint by his financi... (3 pages)View decision
