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 362195 results
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Decision Reference DRN-5129414
25 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5129414 The complaint Mr D & Mrs M complain that U K Insurance Limited trading as Direct Line (“UKI”) handled a claim for damage from an escape of water under their home insurance policy. When I say UKI I also mean its contractors and assessors. What happened Mr D & Mrs M ha... (4 pages)View decision -
Decision Reference DRN-5033104
25 Nov 2024 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5033104 The complaint Ms B complains that Blue Motor Finance Ltd (“BMF”) failed to carry out proportionate checks before providing her with a credit agreement which she says she wasn’t able to sustainably afford. Ms B has been assisted in her complaint by a third-[arty, but for ease... (4 pages)View decision -
Decision Reference DRN-5051418
25 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5051418 The complaint Miss B is unhappy with how AXA Insurance UK Plc has settled a contractor’s invoice that she believes to be fraudulent. What happened This dispute is well known to the parties so I won’t detail it all here. But for brief context in keeping with the informal nat... (3 pages)View decision -
Decision Reference DRN-5089717
25 Nov 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-5089717 The complaint Mr B complains about the policy of National Savings and Investments (NS&I) in how they calculate growth for their Index-Linked Savings Certificates. What happened In March 2024, Mr B raised a query with NS&I as to how the growth was calculated for thei... (2 pages)View decision -
Decision Reference DRN-5160936
25 Nov 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5160936 The complaint Mr J complains about Hargreaves Lansdown Asset Management Limited’s (‘HL’) promotion and monitoring of the Woodford Equity Income Fund (‘WEIF’) as well as the costs he’s incurred from the wind up of WEIF. What happened The WEIF was managed by Neil Woodford, wh... (10 pages)View decision -
Decision Reference DRN-5029023
25 Nov 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5029023 The complaint Mr P complains that Watford Insurance Company Europe Limited declined his claim made on his motor insurance policy. He wants it to settle his claim for the loss of his car. What happened Mr P made a claim to Watford that his car had been stolen. Mr P had been ... (3 pages)View decision -
Decision Reference DRN-5167167
25 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5167167 The complaint Mr B complains Santander UK Plc unfairly closed his current account. He wants compensation for financial losses and the trouble and inconvenience he experienced. What happened I summarised the facts which led to Mr B bringing his complaint to our service in my ... (5 pages)View decision -
Decision Reference DRN-5115466
25 Nov 2024 National Westminster Bank Plc UpheldMortgagesDRN-5115466 The complaint Mr A complains about the way National Westminster Bank Plc dealt with his buy to let mortgage account, in particular that it took action for possession of the property. Mr A asks that the court order for possession is revoked and for compensation. What happened... (3 pages)View decision -
Decision Reference DRN-5123334
25 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5123334 The complaint Miss W and Mr W are complaining about the premium Admiral Insurance (Gibraltar) Limited (Admiral) were charging for the renewal of their motor insurance policy. They also complain they were misled into taking out the insurance policy and with issues with the no... (4 pages)View decision -
Decision Reference DRN-4800513
25 Nov 2024 Bank of Scotland Plc UpheldMortgagesDRN-4800513 The complaint Miss P complains that Bank of Scotland plc didn’t offer her a new interest rate product on her mortgage. What happened Miss P took out an interest only mortgage with Bank of Scotland in 2008 after receiving advice from a mortgage broker. The mortgage was taken ... (7 pages)View decision
