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 344609 results
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Decision Reference DRN-4935114
15 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4935114 The complaint Mr G has complained that Santander UK Plc (“Santander”) failed to warn him that he might’ve been falling victim to a scam before him allowing to make a payment. What happened The background of this complaint is already known to both parties, so I won’t repeat ... (3 pages)View decision -
Decision Reference DRN-4968712
15 Aug 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4968712 The complaint Mr H complains that Aviva Life & Pensions UK Limited (‘Aviva’) has incorrectly calculated his investment policy surrender value and believes he is owed around £600 extra. What happened I issued my provisional decision of July 2024 in which I said that I was... (6 pages)View decision -
Decision Reference DRN-4915261
15 Aug 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4915261 The complaint Miss F is unhappy AXA Insurance UK Plc cancelled her home insurance policy (which included legal expenses insurance). What happened Miss F has home insurance with AXA which includes legal expenses cover. She sought assistance from her legal expenses policy in r... (2 pages)View decision -
Decision Reference DRN-4965222
15 Aug 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4965222 The complaint Mr O complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) blocked his accounts for a long time . He said this impacted him financially as well as causing him stress and wants to be compensated. What happened Mr O had a current and a savings acc... (5 pages)View decision -
Decision Reference DRN-4521425
15 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4521425 The complaint Mr and Mrs L have complained that Nationwide Building Society (“Nationwide”) failed in its duty to protect them from becoming victims of an investment scam. What happened Mr and Mrs L have used the services of a professional representative to refer their compl... (3 pages)View decision -
Decision Reference DRN-4775254
15 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4775254 The complaint Mr D complains as a director of G, a company, that transactions on his business charge card issued by National Westminster Bank PLC have been regularly declined for no clear reason. What happened Mr D has a business charge card in the company name. He says that... (2 pages)View decision -
Decision Reference DRN-4513744
15 Aug 2024 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-4513744 The complaint Miss B complains that Vauxhall Finance plc trading as Vauxhall Finance (“VF”) incorrectly calculated the monthly payments she had remaining to pay on her conditional sale agreement, after she made a partial early settlement payment. What happened Miss B acquire... (4 pages)View decision -
Decision Reference DRN-4968802
15 Aug 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4968802 The complaint Ms B complains that Marshmallow Insurance Limited mishandled a motor insurance policy. What happened Ms B had years of experience of driving in a Commonwealth country. On 10 December 2023, Ms B contacted Marshmallow online. She gave certain information includ... (5 pages)View decision -
Decision Reference DRN-4882332
15 Aug 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4882332 The complaint Miss L complains about how her insurer, Ageas Insurance Limited (Ageas) dealt with a claim under her breakdown policy. References to Ageas in this decision include their agents. What happened In October 2023 Miss L’s vehicle had a problem while driving on a m... (5 pages)View decision -
Decision Reference DRN-4806662
15 Aug 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4806662 The complaint Mr and Mrs D complain about Royal & Sun Alliance Limited’s decision to decline a claim made under their home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll give only a brief summary here. Mr and Mrs D... (5 pages)View decision