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 360982 results
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Decision Reference DRN-5064639
9 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5064639 The complaint Mr W complains that Accredited Insurance (Europe) Ltd voided his home insurance policy and refused to pay his claim. This complaint involves the actions of agents for whom Accredited is responsible. Any reference to Accredited includes its agents. What happen... (4 pages)View decision -
Decision Reference DRN-5041234
9 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5041234 The complaint Miss D complains that Nationwide Building Society blocked her account when it had concerns about a payment she tried to make from it. What happened In or about February 2024 Miss D signed up for a course with a company, which I’ll call “A”. The details are limi... (3 pages)View decision -
Decision Reference DRN-4758109
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4758109 The complaint E, a limited company, complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected it from losing money it paid to one of HSBC’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everyt... (2 pages)View decision -
Decision Reference DRN-4929000
9 Dec 2024 TenetLime Ltd Not upheldMortgagesDRN-4929000 The complaint The estate of Mr M complains that TenetLime Ltd gave unsuitable advice to Mr M to remortgage his property. What happened Mr M met with a broker authorised by TenetLime in November 2018. A residential mortgage questionnaire was completed which showed Mr M was re... (6 pages)View decision -
Decision Reference DRN-4809106
9 Dec 2024 AXA Insurance Plc Not upheldInsuranceDRN-4809106 The complaint Mrs M complains about AXA Insurance Plc’s (AXA) handling of a home insurance claim. What happened Mrs M insured her house with AXA. In 2022, her house was damaged by an escape of water caused by a burst pipe and she made a claim. AXA agreed the claim was covere... (3 pages)View decision -
Decision Reference DRN-5139101
9 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5139101 The complaint Mr and Mrs W complain about AXA Insurance UK Plc’s handling of their home insurance claim. Mr and Mrs W are joint policyholders, but most of the communication regarding the claim and complaint has been from Mr W. So, I’ll refer mainly to him in my decision. AXA... (5 pages)View decision -
Decision Reference DRN-5166686
9 Dec 2024 Covea Insurance plc UpheldInsuranceDRN-5166686 The complaint Mrs F complained about the service she received from Covea Insurance plc under her motor policy for the repair of her pickup vehicle following an accident, especially concerning the extra costs she incurred due to the lack of an appropriate hire van. Reference... (4 pages)View decision -
Decision Reference DRN-5146150
9 Dec 2024 LeasePlan UK Limited UpheldConsumer CreditDRN-5146150 The complaint Miss H complains that a car she had via a hire agreement with LeasePlan UK Limited wasn’t of satisfactory quality and she should not be liable for repair costs in respect of a faulty clutch. What happened In August 2021 Miss H entered into a three-year hire agr... (4 pages)View decision -
Decision Reference DRN-5149113
9 Dec 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-5149113 The complaint Ms S complains about how Acromas Insurance Company Limited (Acromas) dealt with a claim on her motor insurance. References to Acromas include other individuals and organisations acting on its behalf. What happened Ms S had motor insurance with Acromas. Her car ... (3 pages)View decision -
Decision Reference DRN-5167417
9 Dec 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-5167417 The complaint Mr H complains that he was unable to open fixed rate ISAs with Zopa Bank Limited trading as Zopa. As a result he has lost out on the higher interest rates available at the time. What happened In December 2023, having received an e-mail from Zopa saying he could... (3 pages)View decision
