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 353100 results
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Decision Reference DRN-4652723
11 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4652723 The complaint Mr L and Ms V complain that Santander UK Plc unfairly declined their mortgage application and delayed giving them a decision. They say they missed out on lower interest rate products during the delay. What happened Mr L and Ms V applied to Santander for a mortgage... (5 pages)View decision -
Decision Reference DRN-4667540
11 Mar 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4667540 The complaint Mrs W complains that Great Lakes Insurance SE declined her pet insurance claim and about its service. My references to Great Lakes include its agents. Mrs W initially said she wanted to be represented by her husband, but she’s made the representations about her co... (7 pages)View decision -
Decision Reference DRN-4422630
11 Mar 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4422630 The complaint Miss K complains that PrePay Technologies Limited trading as PPS hasn’t done enough to assist her in recovering money she paid using a debit card for a purchase. Miss K’s card is operated under the brand name Mettle. For ease of reading, in this decision I’ll refe... (2 pages)View decision -
Decision Reference DRN-4675065
11 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4675065 The complaint Mr and Mrs C have complained that AXA Insurance UK Plc (‘AXA’) declined their claim for damage to their shower under their home insurance policy. What happened A home insurance policy was taken out by Mr and Mrs C with AXA in December 2022. They made an on-line cl... (6 pages)View decision -
Decision Reference DRN-4586922
11 Mar 2024 Nationwide Building Society UpheldMortgagesDRN-4586922 The complaint Mr and Mrs C complain about their mortgage with Nationwide Building Society. They’re concerned that when they made overpayments their balance didn’t reduce as expected. What happened Mr and Mrs C have a mortgage with Nationwide, which they took out in 2007 over a ... (3 pages)View decision -
Decision Reference DRN-4674832
11 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4674832 The complaint Ms S complains that Barclays Bank UK PLC has treated her unfairly in a number of ways over the years. What happened I have already corresponded, at some length, with Ms S and Barclays in relation to the various complaints Ms S has asked us to look into as well as ... (5 pages)View decision -
Decision Reference DRN-4623466
11 Mar 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4623466 The complaint Mrs N complains that Financial Administration Services Limited (‘Fidelity’) closed an investment fund held in her Self-Invested Personal Pension (‘SIPP’) account and transferred the funds to a cash holding without telling her. Mrs N says she hasn’t received any st... (2 pages)View decision -
Decision Reference DRN-4675260
11 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4675260 The complaint Mr B complains Monzo Bank Ltd trading as Monzo didn’t do enough to protect him when he fell victim to two scams. What happened Mr B has an account with Monzo. Mr B says he made payments of approximately £300,000 to what he believed was an investment. In fact, Mr B... (2 pages)View decision -
Decision Reference DRN-4609032
11 Mar 2024 Leeds Building Society Not upheldBanking and PaymentsDRN-4609032 The complaint Mr G complains about the information Leeds Building Society included in correspondence with him. What happened Mr G says Leeds sent him an e-mail which included the amount of money he had transferred into a new account. He says there was a breach of confidentialit... (2 pages)View decision -
Decision Reference DRN-4646293
11 Mar 2024 Zurich Assurance Ltd Not upheldInsuranceDRN-4646293 The complaint Mrs R is unhappy with the way in which Zurich Assurance Limited handled a claim made for the critical illness and total permanent disability (TPD) benefits under a decreasing life and critical illness insurance policy (‘the policy’) which included TPD. That includ... (6 pages)View decision
