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 130193 results
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Decision Reference DRN-4881965
16 Sep 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-4881965 The complaint Mr J complains that Mortgage Agency Services Number Five Limited (MAS5) unfairly increased the interest rate on his mortgage from 2.99% to 6% from 2009 onwards. He says the increases were not made in line with the terms and conditions of his mortgage. Mr J also... (24 pages)View decision -
Decision Reference DRN-5023344
16 Sep 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-5023344 The complaint Mr K has complained that Wise Payments Limited (“Wise”) failed to pick up on unusual payments from his account which led to him becoming the victim of a scam. What happened I set out the background to this complaint, as well as my provisional findings, in my p... (6 pages)View decision -
Decision Reference DRN-4692896
15 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4692896 The complaint Mrs C and Mr N complain about the way Admiral Insurance (Gibraltar) Limited (“Admiral”) has handled a claim made under their home insurance policy. What happened In 2023, Mrs C and Mr N made an escape of water claim under their home insurance policy when they n... (3 pages)View decision -
Decision Reference DRN-4903630
14 Sep 2024 Amtrust Europe Limited UpheldInsuranceDRN-4903630 The complaint Mr and Mrs B complain about the way Amtrust Europe Limited (“Amtrust”) has handled a claim made under their building warranty. What happened In 2020, the external render of Mr and Mrs B’s property began to bulge and crack in various places. Mr and Mrs B reporte... (3 pages)View decision -
Decision Reference DRN-4904997
14 Sep 2024 Hiscox Insurance Company Limited UpheldInsuranceDRN-4904997 The complaint Dr B is complaining on behalf of B – a partnership – that Hiscox Insurance Company Limited has delayed settling a claim he made on B’s commercial property insurance policy. What happened In November 2023 Dr B made a claim on B’s commercial property insurance po... (3 pages)View decision -
Decision Reference DRN-4872852
13 Sep 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4872852 The complaint Miss A complains J.P. Morgan Europe Limited, trading as Chase, blocked her accounts without warning or explanation. To keep matters simple, I’ll refer mainly to “Chase” in my decision. Miss A says Chase’s actions have caused her substantive distress and inconve... (3 pages)View decision -
Decision Reference DRN-5022503
13 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5022503 The complaint Mrs U complains about the amount Royal & Sun Alliance Insurance Limited (“RSA) paid to settle her home insurance (buildings) claim. She’s also raised concerns about its handling of the claim. RSA is the underwriter of this policy i.e. the insurer. Part of ... (9 pages)View decision -
Decision Reference DRN-4887942
13 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4887942 The complaint Mr I and Mrs I have complained about delays by AXA Insurance UK Plc in settling a claim made under their home insurance policy. What happened The background to this complaint isn’t in dispute. In summary Mr and Mrs I made a claim following a flood at the proper... (2 pages)View decision -
Decision Reference DRN-4839616
13 Sep 2024 Sky UK Limited UpheldConsumer CreditDRN-4839616 The complaint Mr W has complained that Sky UK Limited is holding him liable for a fixed sum loan agreement he used to buy a phone he says wasn’t delivered. What happened On 5 August 2023 Mr W entered into a fixed sum loan agreement with Sky to pay for a £678 phone. I unders... (2 pages)View decision -
Decision Reference DRN-5022347
13 Sep 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5022347 The complaint Mr R has complained about Mitsubishi HC Capital UK Plc trading as Hitachi Capital (“Mitsubishi”)’s response to a claim he made under Section 75 (“s.75”) of the Consumer Credit Act 1974 (the “CCA”), and in relation to allegations of an unfair relationship taking... (7 pages)View decision