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-4705655
26 Mar 2024 National House-Building Council UpheldInsuranceDRN-4705655 The complaint Mr B complains about how National House-Building Council (“NHBC”) have dealt with claims under a building warranty policy. What happened Mr B purchased a new property in 2016 and noticed there were many issues with it. He has made a number of claims to NHBC over t... (6 pages)View decision -
Decision Reference DRN-4695945
26 Mar 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4695945 The complaint Mr D complains about how Marshmallow Insurance Limited handled a claim against his motor insurance policy. Reference to Marshmallow includes its agents. What happened In summary, on 11 December 2022, Mr D was involved in an accident whilst driving. The repairs rep... (4 pages)View decision -
Decision Reference DRN-4603380
26 Mar 2024 One Call Insurance Services Limited UpheldInsuranceDRN-4603380 The complaint Miss W complains that her broker, One Call Insurance Services Limited, provided poor service to her after she reported an incident to it. What happened Miss W contacted One Call after an accident on 29 April 2023. Two days later she called it to say she didn’t wan... (2 pages)View decision -
Decision Reference DRN-4696809
26 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4696809 The complaint L a limited company complains Lloyds Bank PLC unfairly closed its business account. Mr E, a director of L brings the complaint. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of... (5 pages)View decision -
Decision Reference DRN-4707439
26 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4707439 The complaint Mr W – owner of a business (P) complains about the service he received from HSBC UK Bank Plc. Mr W is represented by a third-party professional firm who I will call M. What happened The circumstances of this complaint are well known to both parties, so I won’t rep... (7 pages)View decision -
Decision Reference DRN-4704976
26 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4704976 The complaint Mr T and Mrs T complain that Santander UK Plc didn’t uphold their chargeback claim for tickets bought using Mrs T’s credit card which weren’t received. What happened Mr T says he booked tickets using Mrs T’s Santander credit card for him to travel abroad in Septem... (3 pages)View decision -
Decision Reference DRN-4679541
26 Mar 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4679541 The complaint Miss H, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In August 2018 Miss H acquired a used car financed by a conditional... (3 pages)View decision -
Decision Reference DRN-4332178
26 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4332178 The complaint Mr N has complained about the time it has taken for AXA Insurance UK Plc (‘AXA’) to progress a claim made for damage to his flat caused by a water leak from the flat directly above. What happened Mr N is the owner of a leasehold flat within a building covered by a... (5 pages)View decision -
Decision Reference DRN-4707571
26 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4707571 The complaint Mr H complains about AXA Insurance UK Plc’s handling of a subsidence claim made under his buildings insurance policy. Any reference to AXA includes the actions of its agents. What happened Mr H holds buildings insurance cover with AXA. He made a subsidence claim i... (3 pages)View decision -
Decision Reference DRN-4707535
26 Mar 2024 Nationwide Building Society UpheldConsumer CreditDRN-4707535 The complaint Miss G complains that Nationwide Building Society haven’t treated her fairly in relation to a loan application and payments made from her account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ... (4 pages)View decision
