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 360264 results
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Decision Reference DRN-4499752
29 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4499752 The complaint Mrs V complains that an international transfer she made from her Santander UK Plc (“Santander”) account failed to reach the destination beneficiary bank account and hasn’t been returned to her. Mrs V would like Santander to return the funds to her. What happened O... (4 pages)View decision -
Decision Reference DRN-4527328
29 Jan 2024 West Bay Insurance Plc UpheldInsuranceDRN-4527328 The complaint Mr L is unhappy with the service provided by West Bay Insurance Plc (West Bay) following a claim he made on his motorbike insurance policy. What happened Mr L purchased a new motorbike in February 2022 for £2,300. Mr L took out a motorbike insurance policy with We... (3 pages)View decision -
Decision Reference DRN-4491171
29 Jan 2024 Santander UK Plc Not upheldMortgagesDRN-4491171 The complaint This complaint’s about a mortgage Mr H and Miss K used to hold jointly with Santander UK Plc. After they separated and put the mortgaged property up for sale, Mr H applied for a new mortgage in his own name to buy another home, hoping to port the interest rate pro... (4 pages)View decision -
Decision Reference DRN-4542033
29 Jan 2024 Euroins AD UpheldInsuranceDRN-4542033 The complaint Mr and Mrs G complaint that there had been further delays by Euroins AD in settling a claim they made on their travel insurance policy. What happened Mr G became unwell whilst on holiday abroad in June 2022. They complained about the assistance they received and E... (2 pages)View decision -
Decision Reference DRN-4539441
29 Jan 2024 British Gas Services Limited Not upheldInsuranceDRN-4539441 The complaint Mr J complains that British Gas Insurance Limited (BG) caused damage to his home, following a claim under his home emergency policy. What happened Mr J contacted BG as he had a blocked sink at his home. It sent an engineer who whilst attempting to remove the block... (3 pages)View decision -
Decision Reference DRN-4495555
29 Jan 2024 British Gas Services Limited Not upheldInsuranceDRN-4495555 The complaint The estate (Miss H) complains that British Gas Services Limited (BGSL) mis-sold central heating cover (CHC policy) to Ms H at every renewal from 2015 to 2022. Following the unfortunate passing of Ms H in November 2022, the benefit of the CHC policy was passed to M... (4 pages)View decision -
Decision Reference DRN-4221787
29 Jan 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4221787 The complaint This complaint is about a mortgage Mr and Mrs M hold with Bank of Scotland plc trading as Halifax. It’s a follow-up to an earlier complaint about how a mortgage sub-account which was meant to have a zero balance, came to be recorded as having a nominal debit balan... (3 pages)View decision -
Decision Reference DRN-4551985
29 Jan 2024 Citibank UK Limited UpheldBanking and PaymentsDRN-4551985 The complaint Mr F complaint relates to Citibank UK Limited’s decision to close his US dollar account and its level of customer service in assisting him in transferring the balance from the account. What happened Citibank wrote to Mr F in May 2023 to tell him that following a r... (3 pages)View decision -
Decision Reference DRN-4433246
29 Jan 2024 Quidie Limited UpheldConsumer CreditDRN-4433246 The complaint Mr H complains that Quidie Limited irresponsibly lent to him. What happened Quidie lent Mr H one loan in December 2021, the loan was for £250 repayable in four instalments. The highest repayment was around £99. The account is in arrears as Mr H has been unable to ... (2 pages)View decision -
Decision Reference DRN-4443756
29 Jan 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4443756 The complaint Mrs S and Mr S complain about Liverpool Victoria Insurance Company Limited (“LV”) and the service they’ve received following the claim they made on their home insurance policy in December 2018. Mrs S has acted as the main representative during the claim and compla... (4 pages)View decision
