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 354447 results
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Decision Reference DRN-5108530
13 Dec 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5108530 The complaint Mr and Mrs T complain that Liverpool Victoria Insurance Company Limited (“LV”) unfairly recorded a claim against their home buildings insurance policy. I’ll refer to Mrs T in my decision for ease. What happened In November 2023 Mrs T called LV as her roof had b... (2 pages)View decision -
Decision Reference DRN-4708566
13 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4708566 The complaint Mr W is unhappy National Westminster Bank Plc (“NatWest”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. I... (4 pages)View decision -
Decision Reference DRN-5160626
13 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5160626 The complaint Mrs G complains that Nationwide Building Society cannot tell her now what happened to her savings account between 1997 and 2001, when a large amount of money was withdrawn from her savings. What happened Mrs G has recently rediscovered an old passbook from a sa... (2 pages)View decision -
Decision Reference DRN-5209943
13 Dec 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5209943 The complaint Mr S complains about end of agreement charges that he has been asked to pay by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened Mr S has been assisted in making his complaint by a family member. But in this decision, for ease, I will simply r... (5 pages)View decision -
Decision Reference DRN-5168211
13 Dec 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5168211 The complaint Mr D complains that Haven Insurance Company Limited (“Haven”) mishandled his van insurance policy. What happened The subject matter of the insurance was a van that had first been registered in 2005. Mr D acquired the van. Mr D used an insurance intermediary ... (4 pages)View decision -
Decision Reference DRN-5008629
13 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5008629 The complaint Mr Y complains that HDI Global Speciality SE (“HDI”) has unfairly handled a claim made on his residential landlord insurance policy. Any reference to Mr Y or HDI refers to respective agents or representatives. What happened The background of this complaint is w... (4 pages)View decision -
Decision Reference DRN-5151255
13 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5151255 The complaint Mr and Mrs S have questioned the validity of their mortgage with Santander UK Plc (Santander) and complain that it has failed to fully respond to their Data Subject Access Request (DSAR) in this regard. What happened In February 2020, Mr and Mrs S made a DSAR t... (3 pages)View decision -
Decision Reference DRN-4862937
13 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4862937 The complaint Mr G, through a representative, complains that Bank of Scotland plc trading as Halifax (“Halifax”) have failed to refund money that he lost due to scams. What happened The circumstances of the matter are well known to both parties so I will not go into too much... (3 pages)View decision -
Decision Reference DRN-5211282
13 Dec 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5211282 The complaint Miss W complains about a car she acquired using a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”). What happened In March 2023, Miss W entered into a conditional sale agreement with Santander for ... (4 pages)View decision -
Decision Reference DRN-5140108
13 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5140108 The complaint Ms Y complains that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined her claim for damage caused by an escape of water, under her home buildings insurance policy. What happened In October 2023 Ms Y arranged for a builder to inspect her bath... (4 pages)View decision
