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-5109129
20 Nov 2024 Ald Automotive Limited UpheldConsumer CreditDRN-5109129 The complaint Mr R says Ald Automotive Limited (Ald) were unreasonable not to provide a courtesy car when the one he was leasing through an agreement with them, broke down. What happened Mr R took receipt of a brand-new car in February 2022. He had problems with the car and ... (2 pages)View decision -
Decision Reference DRN-5097644
20 Nov 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5097644 The complaint Mr B’s complaint is about a claim he made on his Red Sands Insurance Company (Europe) Limited (‘Red Sands’) pet insurance policy, which was declined. Mr B said Red Sands treated him unfairly. What happened Mr B took out a pet insurance policy underwritten by Re... (2 pages)View decision -
Decision Reference DRN-4713542
20 Nov 2024 Coutts & Company Not upheldMortgagesDRN-4713542 The complaint Mr W has complained about how he has been treated by Coutts & Company since he contacted it in January 2023 to discuss the options available to him on his mortgage account. What happened Mr W has held a mortgage with Coutts for many years. In August 2021 a ... (6 pages)View decision -
Decision Reference DRN-5090678
20 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5090678 The complaint Mr A complains that National Westminster Bank Plc failed to process a number of cheques he issued from his account. And that the response to his complaint contained errors. What happened In July 2023, Mr A issued a cheque for £13,000 from his NatWest account i... (3 pages)View decision -
Decision Reference DRN-5158044
20 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5158044 Complaint Ms L is unhappy that Santander UK Plc didn’t refund her after she fell victim to a scam. Background In 2020, someone Ms L knew through a social media platform contacted her. They recommended that she make extra money by investing in cryptocurrency. They put her in ... (4 pages)View decision -
Decision Reference DRN-5124243
20 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5124243 The complaint Mr S complains that National Westminster Bank Plc sent personal information about his credit card account to a third-party by text message. What happened Mr S updated his mobile phone number using the NatWest mobile banking app. But while his current account w... (3 pages)View decision -
Decision Reference DRN-4869971
20 Nov 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4869971 The complaint Mr and Mrs K complain that The National Farmers’ Union Mutual Insurance Society Limited (NFU) have treated them unfairly in their handling and settlement of an insurance claim. Any reference to NFU will include those who acted on their behalf. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5110759
20 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5110759 The complaint Ms M and Mr M complain about U K Insurance Limited (“UKI”) and the decision to decline the valuables aspect of the claim made on their home insurance policy. Ms M and Mr M also complain about the service provided by UKI around the claim, including steps taken t... (4 pages)View decision -
Decision Reference DRN-4977635
20 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4977635 The complaint Ms G and Mr R complain about how AXA Insurance UK Plc proposes to settle a claim they made for stolen jewellery under a contents insurance policy. All references to AXA also include its appointed agents. What happened Below is intended to be a summary of the ke... (4 pages)View decision -
Decision Reference DRN-5003143
20 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5003143 The complaint A limited company, which I’ll refer to as ‘S’, is unhappy with how Lloyds Bank PLC have administered its Bounce Back Loan (“BBL”). S’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr F’. What happened In May 2020, S successfully ... (3 pages)View decision
