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 125399 results
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Decision Reference DRN-4699237
8 Apr 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4699237 The complaint Mrs O’s complaint is about the refusal of a claim under her pet insurance policy with Casualty & General Insurance Company (Europe) Ltd (“C&G”). What happened In July 2023, Mrs O contacted C & G to enquire about cover, as her dog had run off during a w... (6 pages)View decision -
Decision Reference DRN-4588807
8 Apr 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-4588807 The complaint Mr I complains that Madison CF UK Limited trading as 118 118 Money irresponsibly provided him with a credit card account which was unaffordable for him. What happened In August 2022 Mr I applied for a credit card with 118 118 Money which was approved. The card had... (3 pages)View decision -
Decision Reference DRN-4692525
8 Apr 2024 Covea Insurance plc UpheldInsuranceDRN-4692525 The complaint Mr D and Mrs K complain Covea Insurance plc (Covea) caused a number of unnecessary delays and did not offer a fair settlement after they made a claim on their home insurance policy. References to Mr D or Mrs K, will include the other. There are several parties and... (3 pages)View decision -
Decision Reference DRN-4707644
8 Apr 2024 One Insurance Limited UpheldInsuranceDRN-4707644 The complaint Ms I complains about the delays One Insurance Limited made in handling her claim on her motor insurance policy. She wanted to know what was happening, for the claim to be settled and to be given one point of contact. What happened Ms I was involved in an accident ... (3 pages)View decision -
Decision Reference DRN-4645469
8 Apr 2024 Target Servicing Limited UpheldMortgagesDRN-4645469 The complaint Miss H and Mr M complain that Target Servicing Limited delayed issuing a deed of postponement for their help to buy shared equity loan, which meant they lost out on the chance of re-mortgaging at a more favourable interest rate. What happened Miss H and Mr M have ... (5 pages)View decision -
Decision Reference DRN-4672279
8 Apr 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4672279 The complaint Ms A complains about how Marshmallow Insurance Limited handled her claim and cancelled her motor insurance policy. She wants substantial compensation for the trouble and upset this caused. What happened Ms A’s car was damaged in an incident with another driver. Bu... (2 pages)View decision -
Decision Reference DRN-4724624
8 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4724624 The complaint Mrs T has complained about the actions of Santander UK Plc in relation to the provision of various services that relate to her current account with it. Mrs T’s complaint has been brought on her behalf by her son. What happened I have previously issued a provisiona... (5 pages)View decision -
Decision Reference DRN-4697700
8 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4697700 The complaint Mrs B is unhappy with the service she’s received from Santander UK Plc surrounding a request she made to add her fiancé to her account. What happened In August 2023, Mrs B went into her local Santander branch and asked to add her fiancé to her account as a joint a... (2 pages)View decision -
Decision Reference DRN-4626094
8 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4626094 The complaint Miss M has complained that Santander UK plc didn’t remove fraud-related markers from her record in 2022 when they said they would. What happened Santander decided to close Miss M’s account in 2021 after a large credit was paid into her account. They also placed a ... (2 pages)View decision -
Decision Reference DRN-4587828
8 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4587828 The complaint Ms K complains Bank of Scotland plc trading as Halifax transferred too much money to her individual savings account (ISA). What happened Ms K completed an ISA transfer to Halifax, and asked it to transfer a specific amount. But Halifax transferred the whole amount... (3 pages)View decision
