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 366350 results
-
Decision Reference DRN-5141003
17 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5141003 The complaint Mrs A and Mr Z have complained that AXA Insurance UK Plc held incorrect details about their property and that this led to them paying higher premiums under their home insurance policy and potentially invalidated the policy. What happened The background to this ... (2 pages)View decision -
Decision Reference DRN-5131215
17 Dec 2024 AWP P&C S.A. UpheldInsuranceDRN-5131215 The complaint Mrs Q and Mr Z complain about AWP P&C S.A.’s decision to decline their claim under their travel insurance policy for lost baggage. Any reference to AWP includes its agents. What happened Mrs Q and Mr Z made a claim under their policy after they lost a bag c... (2 pages)View decision -
Decision Reference DRN-5185224
17 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5185224 The complaint Mrs C and Mr S complain about AXA Insurance UK Plc (“AXA”) and the handling of the claim made on their home insurance policy. Mr S has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any action... (5 pages)View decision -
Decision Reference DRN-4436692
17 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4436692 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this ... (7 pages)View decision -
Decision Reference DRN-5112532
17 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5112532 The complaint Mr D complains Santander UK plc (Santander) caused delays transferring his ISA to a new provider. What happened Mr D says in mid-March 2024 he completed an Individual Savings Account (ISA) transfer request with his new provider, and this was sent to Santander t... (3 pages)View decision -
Decision Reference DRN-5163354
17 Dec 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5163354 The complaint Miss D complains about the rate of interest being applied to her accounts with Shop Direct Finance Company Limited trading as Very Pay (“SDF”). What happened Miss D holds two accounts with SDF. She noticed that despite making payments each month her balance was... (2 pages)View decision -
Decision Reference DRN-5216469
17 Dec 2024 Intrum Mortgages UK Finance Limited Not upheldMortgagesDRN-5216469 The complaint Mr and Mrs T have complained about their mortgage they held with Intrum Mortgages UK Finance Limited. They’ve said Intrum was just looking out for itself and never had any intention to allow a shortfall sale, instead it was just stringing them along until it co... (8 pages)View decision -
Decision Reference DRN-5185743
17 Dec 2024 Dentons Pension Management Limited UpheldPensions and AnnuitiesDRN-5185743 The complaint Mr W’s complaint primarily concerns an investment made in an investment called the Centaur Bond, in a self-invested personal pension (SIPP) provided by Dentons Pension Management Limited (Dentons). In summary, Mr W says Dentons conducted little or no due dilige... (36 pages)View decision -
Decision Reference DRN-4780141
17 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4780141 The complaint Mr L complains about a car supplied to him under a conditional sale agreement taken out with Moneybarn No.1 Limited trading as Moneybarn (Moneybarn). What happened In September 2023, Mr L acquired a used car by entering into a conditional sale agreement with M... (5 pages)View decision -
Decision Reference DRN-5216687
17 Dec 2024 Metro Bank PLC Not upheldMortgagesDRN-5216687 The complaint Mr and Mrs S complain that Metro Bank PLC did not give them enough notice that the fixed interest rates on their buy-to-let mortgages were coming to an end. What happened Mr and Mrs S had three buy-to-let mortgages on an interest only basis with Metro. The mort... (4 pages)View decision
