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 367928 results
-
Decision Reference DRN-5187344
24 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5187344 The complaint Mr G and Miss M complain that AXA Insurance UK Plc (“AXA”) has handled a claim they made under their building insurance policy unfairly and has caused avoidable delays. What happened Mr G and Miss M made a claim under their policy with AXA, in July 2023, follow... (3 pages)View decision -
Decision Reference DRN-5217157
24 Dec 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-5217157 The complaint Mr S and Mr T complain that HSBC UK Bank Plc offered them a mortgage then rescinded its offer. What happened Mr S and Mr T applied for a mortgage with HSBC via a mortgage broker. The application was declined by HSBC’s system, so their broker called HSBC. The ca... (2 pages)View decision -
Decision Reference DRN-5190577
24 Dec 2024 Motors Insurance Company Limited Not upheldInsuranceDRN-5190577 The complaint Mr R complains Motors Insurance Company Limited unfairly declined his motor warranty claim. Motors’ been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Motors’ own. What happened Mr R’s car wa... (2 pages)View decision -
Decision Reference DRN-5195536
24 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5195536 The complaint Mrs A complains that U K Insurance Limited (“UKI”) decided she was at fault for a claim under her car insurance policy. What happened Mrs A had a car insurance policy with UKI. In March 2024 Mrs A was driving on a motorway in wet conditions. She collided with t... (3 pages)View decision -
Decision Reference DRN-5230755
24 Dec 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5230755 The complaint Ms C complains that a withdrawal from her account with National Savings and Investments (NSI) was delayed. What happened Ms C had a Direct Saver account with NSI. On 30 January 2024, she instructed an online withdrawal for £309,000 – to go into her partner’s ac... (4 pages)View decision -
Decision Reference DRN-5229666
24 Dec 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-5229666 The complaint Mr H complains about a claim he made to Zopa Bank Limited (Zopa) in respect of some of the terms of a holiday he booked having been changed before he departed. What happened In April 2023, Mr H booked a cruise through a merchant (who I’ll call B). Mr H paid a £... (3 pages)View decision -
Decision Reference DRN-5229659
24 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5229659 The complaint Ms A’s complaint is about the rejection of a claim made under her legal expenses insurance with Liverpool Victoria Insurance Company Limited. What happened In September 2023, Ms A made a claim for cover under her policy with Liverpool Victoria, as she wanted to... (4 pages)View decision -
Decision Reference DRN-5182076
24 Dec 2024 Adrian Flux Insurance Services Group UpheldInsuranceDRN-5182076 The complaint Mr P complains that Adrian Flux Insurance Services Group (“Flux”) said he’d misrepresented his details when applying for insurance, so it cancelled his motor insurance policy and recorded his details on an external database, which means he’s had to buy more exp... (3 pages)View decision -
Decision Reference DRN-4941455
24 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-4941455 The complaint A limited company, which I will refer to as R, complains about Aviva Insurance Limited’s handling and settlement of its business interruption insurance claim, made in relation to the COVID-19 pandemic. What happened R is currently in administration, and the adm... (7 pages)View decision -
Decision Reference DRN-5189601
24 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5189601 The complaint Ms K complains about Lloyds Bank General Insurance Limited (“LBGIL”) and their decision to decline part of the claim made on her home insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to lis... (3 pages)View decision
