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 361839 results
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Decision Reference DRN-5112316
29 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5112316 The complaint Mr G and Miss S have complained about Liverpool Victoria Insurance Company Limited (LV)’s decision to reject a claim they made for storm damage under their home and buildings insurance policy. What happened In December 2023, a gable end wall to Mr G and Miss S’... (3 pages)View decision -
Decision Reference DRN-5179313
29 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5179313 The complaint Mr and Mrs M complain about the service they received from Advantage Insurance Company Limited (Advantage) when they tried to arrange a quote on their car insurance policy. What happened Mrs M held car insurance through Advantage. To benefit from the multicar ... (2 pages)View decision -
Decision Reference DRN-5141691
29 Nov 2024 AXA Insurance Plc Not upheldInsuranceDRN-5141691 The complaint Mr W complains that AXA Insurance Plc mishandled two claims on his motor insurance policy. What happened In August 2021 and June 2022, Mr W had a vehicle insured on a comprehensive policy with AXA. Unfortunately, he reported that on 25 August 2021, a third pa... (3 pages)View decision -
Decision Reference DRN-4798948
29 Nov 2024 Ageas Insurance Limited UpheldInsuranceDRN-4798948 The complaint Mrs and Mr N complain about Ageas Insurance Limited (Ageas) decision to decline their subsidence claim on their home insurance policy. What happened The background of this complaint is well known to both parties, so I’ve summarised the key points: Mrs and Mr... (2 pages)View decision -
Decision Reference DRN-4842949
29 Nov 2024 Connells Limited UpheldMortgagesDRN-4842949 The complaint Mr U has complained about the service he received when he applied for a mortgage through Sequence (UK) Limited, which is an appointed representative of Connells Limited. He says he was a vulnerable customer, and he was pressured into buying a property at auctio... (5 pages)View decision -
Decision Reference DRN-5178270
29 Nov 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5178270 The complaint Mrs K’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Mrs K feels that C&G treated her unfairly and wants them to pay her claim. What happened Mrs K too... (4 pages)View decision -
Decision Reference DRN-4881085
29 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4881085 The complaint Miss E complains that Santander UK Plc won’t reimburse her the money she says she lost to a scam. What happened Miss E was looking for a tradesperson to update a bathroom. She made contact with a company (which I’ll refer to as C) through a well-known recommen... (4 pages)View decision -
Decision Reference DRN-5024434
29 Nov 2024 Capital Home Loans Limited Not upheldMortgagesDRN-5024434 The complaint Mrs G complains that when she took out a payment break on her Buy To Let mortgage with Capital Home Loans Limited trading as CHL Mortgages (“CHL”) it said pre-existing arrears on her account wouldn’t be marked on her credit file during the break. But they were.... (3 pages)View decision -
Decision Reference DRN-4990962
29 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4990962 The complaint Mrs N has complained about the way Royal & Sun Alliance Insurance Limited (RSA) dealt with an Escape of Water (EOW) claim which she made under her home insurance policy. Any reference to RSA in my decision includes it agents. What happened Mrs N contacted h... (2 pages)View decision -
Decision Reference DRN-5020751
29 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5020751 The complaint Mr V complains that Bank of Scotland plc (trading in this case under its Halifax brand) blocked his bank account without telling him why. What happened Mr V held a Halifax current account. On 22 December 2023 Halifax placed a block on the account, meaning Mr V ... (2 pages)View decision
