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-4838041
10 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4838041 The complaint Mr M complains that NewDay Ltd acted irresponsibly in lending him two credit cards. What happened Mr M took out a credit card with NewDay under its Aqua brand in June 2021, with a credit limit of £600. In November 2022, Mr M took out a further credit card with New... (4 pages)View decision -
Decision Reference DRN-4474758
10 Jun 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4474758 The complaint Mr J complains about how AA Underwriting Insurance Company Limited (“AA”) has handled a subsidence claim made on his buildings insurance policy. Any reference to AA includes the actions of its agents. What happened The circumstances of this complaint are well know... (5 pages)View decision -
Decision Reference DRN-4843071
10 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4843071 The complaint Mr D’s complaint arises from his mortgage held with Santander UK Plc. Mr D is unhappy that, when he was discussing a payment arrangement with Santander in October 2023, he wasn’t made aware that a formal arrangement would need to be put in place in order to stop t... (4 pages)View decision -
Decision Reference DRN-4383213
10 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4383213 The complaint Mr B complains about how Admiral Insurance Company Limited dealt with a claim on his car insurance policy. What happened Mr B was involved in a non-fault accident and called Admiral to claim on his policy. Rather than dealing with the claim under the policy Admira... (3 pages)View decision -
Decision Reference DRN-4719022
10 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4719022 The complaint Ms B says that after she made a claim on her motor insurance policy, Admiral Insurance (Gibraltar) Limited didn’t offer her enough for her written-off car What happened Ms B’s car was damaged in a non-fault accident on 28 August 2023. Admiral asked an independent ... (2 pages)View decision -
Decision Reference DRN-4843008
10 Jun 2024 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-4843008 The complaint Mrs M complains that Allied World Assurance Company (Europe) dac has unfairly declined a claim under her residential landlord insurance policy. Where I refer to Allied, this includes the actions of its agents and claims handlers for which it takes responsibility. ... (5 pages)View decision -
Decision Reference DRN-4842873
10 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4842873 The complaint Mrs R complains that Specialist Motor Finance Limited (SMFL) irresponsibly entered into a hire purchase agreement with her. She says she was struggling financially at the time and couldn’t afford the repayments. Mrs R has been represented by a third party. But for... (5 pages)View decision -
Decision Reference DRN-4841557
10 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4841557 The complaint Mr R complains Santander UK Plc has not treated him fairly in connection with a dispute over a large payment for airline tickets made on his credit card. What happened The background to this complaint, and my provisional findings on it, can be found in my provisio... (10 pages)View decision -
Decision Reference DRN-4806245
10 Jun 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4806245 The complaint Mr J has complained that Astrenska Insurance Limited (‘Astrenska’) unfairly declined his claim. All reference to Astrenska includes any agents acting on its behalf. What happened Mr J bought an income protection policy, underwritten by Astrenska. He was made redun... (3 pages)View decision -
Decision Reference DRN-4676782
10 Jun 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4676782 The complaint Mr S complains that Starling Bank Limited didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well know... (5 pages)View decision
