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 364422 results
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Decision Reference DRN-5200604
10 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5200604 The complaint The Estate of Mr H complains about Nationwide Building Society as they allowed money to be withdrawn from Mr H’s account incorrectly. Mr B, as the executor to Mr H’s Estate, is authorised by law to bring the complaint on behalf of the Estate. What happened In... (6 pages)View decision -
Decision Reference DRN-5139755
10 Dec 2024 Allianz Insurance Plc Not upheldInsuranceDRN-5139755 The complaint Mr S is a sole trader, trading as T. He complains about the decline of a claim made under a commercial insurance (Coffee Shop and Tea Room) policy with Allianz Insurance Plc. What happened The background to this complaint is well known to T and Aviva. In my dec... (3 pages)View decision -
Decision Reference DRN-5127160
10 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5127160 The complaint Mrs N complained that Advantage Insurance Company Limited (“Advantage”) didn’t cover her claim when her car was damaged after hitting a pothole. She’s unhappy that Advantage didn’t manage her expectations reasonably when dealing with her motor insurance claim. ... (2 pages)View decision -
Decision Reference DRN-5186714
10 Dec 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5186714 The complaint Miss P’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Miss P says C&G treated her unfairly and wants them to cover her claim. What happened Miss P took... (2 pages)View decision -
Decision Reference DRN-5190745
10 Dec 2024 Nationwide Building Society UpheldMortgagesDRN-5190745 The complaint Miss M has complained about the length of time Nationwide Building Society took to deal with her mortgage application. As a result, the purchase did not go through. Miss M would like Nationwide to pay compensation of £2,500 for the expense she’s incurred and fo... (3 pages)View decision -
Decision Reference DRN-5200743
10 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5200743 The complaint Mr L complains about the way Lloyds Bank General Insurance Limited handled a claim he made under his home insurance policy. Reference to Lloyds includes those agents acting on its behalf. What happened Mr L had home insurance with Lloyds. In November 2022 there... (3 pages)View decision -
Decision Reference DRN-5096261
10 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5096261 The complaint Mr R complains about complains about how AXA Insurance UK Plc (‘AXA’) handled a claim he made under a home insurance policy, for a property he let out on a short term basis. Much of Mr R’s dissatisfaction relates to the actions of AXA’s appointed agents carryin... (5 pages)View decision -
Decision Reference DRN-5158321
10 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5158321 The complaint Miss M complains that HSBC UK Bank Plc incorrectly cancelled a standing order to the company who provided her mobile phone. What happened Miss M had a phone contact with a company I’ll call A. Another contract was fraudulently taken out in her name, also with A... (2 pages)View decision -
Decision Reference DRN-5163119
10 Dec 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5163119 The complaint Mr M complains about the way Tandem Personal Loans Ltd dealt with his request for a loan settlement figure. What happened Mr M has a loan with Tandem. On 2 July 2024 Mr M requested a settlement figure for his loan by email. Mr M’s explained he didn’t receive a... (3 pages)View decision -
Decision Reference DRN-5188069
10 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5188069 The complaint Mr J’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr J... (16 pages)View decision
