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 366874 results
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Decision Reference DRN-5190549
16 Dec 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5190549 The complaint Mr and Mrs H are unhappy that Ageas Insurance Limited declined a claim on their home insurance policy. Mrs H is a joint policyholder. I’ll mainly refer to Mr H as he referred the complaint to us. This complaint also involves the actions of agents for whom Age... (3 pages)View decision -
Decision Reference DRN-5214435
16 Dec 2024 Dromara & Drumgooland Credit Union Limited UpheldConsumer CreditDRN-5214435 The complaint Mr M complains that Dromara & Drumgooland Credit Union Limited (“the Credit Union”) has unfairly declined his application for a loan. What happened In May 2023, Mr M applied for a £60,000 loan through the Credit Union which was declined. The Credit Union w... (6 pages)View decision -
Decision Reference DRN-5214080
16 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5214080 The complaint A limited company, which I’ll refer to as ‘R’, is unhappy that HSBC UK Bank Plc defaulted its Bounce Back Loan (“BBL”) without prior notice or warning. R’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr J’, What happened In Ju... (5 pages)View decision -
Decision Reference DRN-5126914
16 Dec 2024 Topaz Finance Limited Not upheldMortgagesDRN-5126914 The complaint Mr P is unhappy with how Topaz Finance Limited trading as Rosolite Mortgages (Rosolite) dealt with the repossession of his property. The main issue that Mr P has is that Rosolite, marketed the property as a three-bedroom maisonette when it was in fact a five-be... (5 pages)View decision -
Decision Reference DRN-5156039
16 Dec 2024 Amplifi Capital (U.K.) Limited UpheldConsumer CreditDRN-5156039 The complaint Mrs M complains that Amplifi Capital (UK) Limited trading as My Community Finance (“MCF”) defaulted her account. What happened Mrs M holds a loan agreement with MCF. On 2 December 2023 Mrs M requested a two-month payment break. MCF responded on 14 December 2023... (3 pages)View decision -
Decision Reference DRN-5214127
16 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5214127 The complaint Mrs B and Mr B are unhappy with the service provided by AXA Insurance UK Plc (AXA) after making a claim following a flood that damaged their home, outbuilding and contents. Mrs B and Mr B are both parties to this complaint. Mr B has primarily dealt with this s... (6 pages)View decision -
Decision Reference DRN-5094063
16 Dec 2024 Unum Ltd Not upheldInsuranceDRN-5094063 The complaint Mr J is unhappy with Unum Limited’s decision to decline his income protection claim. What happened Mr J had income protection insurance with Unum provided by his previous employer. On 29 September 2023, he became too unwell to work. Mr J suffered with symptoms ... (3 pages)View decision -
Decision Reference DRN-5086736
16 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5086736 The complaint Mr R complains Santander UK Plc (“Santander”) didn’t close his accounts with them on the dates they’d given. What happened Mr R said after giving him notice that it was closing his accounts Santander didn’t close them when it had promised to. He said Santander ... (3 pages)View decision -
Decision Reference DRN-4976867
16 Dec 2024 Nationwide Independent Consultants Ltd Not upheldMortgagesDRN-4976867 The complaint Mr and Mrs W have complained about the advice they received from Nationwide Independent Consultants Ltd in 2021 when their preferential interest rate product was coming to an end on their mortgage. Mr and Mrs W are represented in bringing this complaint by a cl... (4 pages)View decision -
Decision Reference DRN-5142264
16 Dec 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5142264 The complaint Mr M complains that Assurant General Insurance Limited (‘Assurant’) mishandled his claim on a mobile phone insurance policy. What happened Mr M had a phone insured with Assurant. Each claim was subject to an excess of £75.00. In late June 2024, Mr M reported ... (3 pages)View decision
