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 125400 results
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Decision Reference DRN-5058219
2 Oct 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5058219 The complaint Ms M is unhappy with several aspects of the service that she received from Santander UK Plc surrounding a transfer she tried to make. What happened Ms M tried to make a transfer from her Santander account but found that it wouldn’t go through. Ms M tried the tr... (3 pages)View decision -
Decision Reference DRN-4935401
2 Oct 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4935401 The complaint Mr F and Mrs F have complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim under their home insurance policy. What happened Mr F and Mrs F contacted RSA to make a claim for storm damage. RSA sent a surveyor to inspect the da... (4 pages)View decision -
Decision Reference DRN-5057429
2 Oct 2024 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-5057429 The complaint Mrs O’s complaint is, in essence, that Oplo PL Ltd 1 (‘Oplo’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (the ‘CCA’) and (2) deciding against paying a claim un... (10 pages)View decision -
Decision Reference DRN-4750080
2 Oct 2024 Secure Trust Bank Plc UpheldBanking and PaymentsDRN-4750080 The complaint Mr R complains Secure Trust Bank Plc frustrated and confused his efforts to partially reinvest a sum of cash he held on deposit with the firm. What happened Mr R held a fixed rate bond with Secure Trust that was due to mature on 9 November 2023. In the weeks ... (5 pages)View decision -
Decision Reference DRN-5031208
2 Oct 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5031208 The complaint Mr and Mrs C complain about how Inter Partner Assistance SA (IPA) settled their travel insurance claim. My references to IPA include its agents. What happened Mr and Mrs C had single trip ‘Gold’ level travel insurance. IPA was the insurer for most of the polic... (3 pages)View decision -
Decision Reference DRN-4987964
2 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4987964 The complaint Ms M and Mr M have complained that when they called about a claim under their motor insurance policy Liverpool Victoria Insurance Company Limited (LV) did not explain that the replacement car they were going to be provided with would be on credit hire and what ... (2 pages)View decision -
Decision Reference DRN-5057919
2 Oct 2024 Covea Insurance plc UpheldInsuranceDRN-5057919 The complaint Mrs H complains that Covea Insurance plc have voided her policy and declined her claim following a burglary What happened Mrs H took out a buildings and contents policy with Covea through a comparison website in 2021 and renewed it in 2022. In January 2023 Mrs... (4 pages)View decision -
Decision Reference DRN-4958834
2 Oct 2024 Zurich Assurance Ltd UpheldInsuranceDRN-4958834 The complaint Mr K and Mrs O are unhappy with the way Zurich Assurance Limited handled a claim Mrs O made on their life and critical illness policy (‘the policy’) including not paying the claim in full. What happened The details of this complaint are well known to both part... (4 pages)View decision -
Decision Reference DRN-3935681
2 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3935681 The complaint Mr D has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (5 pages)View decision -
Decision Reference DRN-4998774
2 Oct 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4998774 The complaint Mr H complains about the settlement that Advantage Insurance Company Limited offered him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr H’s car was damaged in a storm, and he made a claim on his policy. Adv... (4 pages)View decision
