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 125299 results
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Decision Reference DRN-5053365
10 Oct 2024 Nationwide Building Society UpheldConsumer CreditDRN-5053365 The complaint Mr and Mrs E complain that Nationwide Building Society hasn’t responded to their letters and they say that they want it to refund the payments that they’ve made to it under some loan agreements. What happened I issued a provisional decision on this complaint la... (3 pages)View decision -
Decision Reference DRN-5072019
10 Oct 2024 Nationwide Building Society UpheldConsumer CreditDRN-5072019 The complaint Mr E complains that Nationwide Building Society hasn’t responded to his letters and he says that he wants it to refund the payments that he’s made to it under some loan agreements. What happened I issued a provisional decision on this complaint last month in wh... (3 pages)View decision -
Decision Reference DRN-4971401
10 Oct 2024 Curve UK Limited UpheldBanking and PaymentsDRN-4971401 The complaint Mr W complains about delays by Curve UK Limited after it blocked his account. What happened Mr W’s explained that he has an account with Curve that allows him to make purchases abroad in other currencies without incurring a fee. Mr W travelled to France on 29 ... (2 pages)View decision -
Decision Reference DRN-5059490
10 Oct 2024 Derbyshire Home Loans Ltd UpheldMortgagesDRN-5059490 The complaint Mr B complains about what happened when he asked Derbyshire Home Loans Ltd (“DHLL”) to extend the term of his existing Buy To Let (“BTL”) mortgage. He said he was charged too much for a survey, and then the report recommended unnecessary extra work. What happen... (5 pages)View decision -
Decision Reference DRN-5003594
10 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5003594 The complaint A company, which I’ll refer to as T, complains that Revolut Ltd has declined to refund payments made as part of a scam. What happened The facts are well known to the parties here, so I’ll summarise them briefly. Mrs K, the director of T, says she was contacted ... (3 pages)View decision -
Decision Reference DRN-5068717
10 Oct 2024 Pepper (UK) Limited UpheldMortgagesDRN-5068717 The complaint Ms W complains that Pepper (UK) Limited trading as Engage Credit, and its predecessor lender, didn’t make clear the outstanding balance of her second charge mortgage (secured loan) or what she would need to pay to ensure it was repaid in full by the end of the ... (5 pages)View decision -
Decision Reference DRN-5074071
10 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5074071 The complaint Mr M is unhappy with AXA Insurance UK Plc’s (AXA) approach to settling a claim made under his commercial property insurance policy. What happened Mr M made a complaint to AXA about damage to a property he rented out. AXA declined the claim, so Mr M referred hi... (4 pages)View decision -
Decision Reference DRN-5073551
10 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5073551 The complaint Mr D complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined to settle his claim on his motor insurance policy. Admiral are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. A... (3 pages)View decision -
Decision Reference DRN-5074021
10 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5074021 The complaint Miss M has complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under a home emergency policy. References to Admiral include companies and contractors acting on its behalf. What happened Miss M contacted Admiral when she f... (3 pages)View decision -
Decision Reference DRN-5074034
10 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5074034 The complaint Mr and Mrs T complain that AXA Insurance UK Plc has failed to progress a claim under their home insurance policy. Where I refer to AXA, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed b... (3 pages)View decision
