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-4557650
18 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4557650 The complaint Mr E and Ms F are complaining about the way AXA Insurance UK Plc has handled a claim they made on their commercial property insurance policy. What happened In February 2022 Mr E and Ms F noticed some damp appearing on the walls of their property so they contacted ... (5 pages)View decision -
Decision Reference DRN-4670240
18 Mar 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4670240 The complaint Ms A complains that Aviva Life & Pensions UK Limited caused delays in transferring two pensions held elsewhere into her personal pension policy (PPP) held with Aviva. Ms A says Aviva delayed her plans to purchase an annuity with another provider, causing her a... (8 pages)View decision -
Decision Reference DRN-4638380
18 Mar 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4638380 The complaint Mr G complains about how Lloyds Bank General Insurance Limited trading as Halifax (“Lloyds”) dealt with a claim he made on his home insurance policy following an escape of water at his home. Lloyds is the underwriter of this policy... (4 pages)View decision -
Decision Reference DRN-4490758
18 Mar 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4490758 The complaint Mr S complains that the car he acquired through a conditional sale agreement wasn’t of satisfactory quality. What happened Mr S entered into conditional sale agreement with Santander Consumer in May 2023 to acquire a car. He says that after a couple of months he e... (3 pages)View decision -
Decision Reference DRN-4469458
18 Mar 2024 Equifinance Limited UpheldMortgagesDRN-4469458 The complaint Miss C and Mr T complain that Equifinance Limited irresponsibly lent them a second charge mortgage (secured loan) which was unaffordable for them. What happened Miss C and Mr T took out a secured loan with Equifinance in 2017. They borrowed £20,000 plus around £3,... (3 pages)View decision -
Decision Reference DRN-4283271
18 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4283271 The complaint Mr S complains Santander UK Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr S has a current account and a debit card with Santander and says he has been a customer Santander customer for over 30 years. Mr S says he w... (5 pages)View decision -
Decision Reference DRN-4685289
18 Mar 2024 AWP P&C S.A. UpheldInsuranceDRN-4685289 The complaint Mr P, Mrs P, Miss P and Mr B complain that AWP P&C SA hasn’t paid a cancellation claim they made under their travel insurance policies. What happened This decision covers a complaint about two single trip travel insurance policies that were both bought on 15 J... (3 pages)View decision -
Decision Reference DRN-4569502
18 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4569502 The complaint Ms R complains about difficulties and delays she encountered with Monzo Bank Ltd (Monzo) when trying to cancel a direct debit. What happened In November 2022, Ms R joined a gym which I will call A and set up a monthly direct debit to pay for the membership. Soon a... (3 pages)View decision -
Decision Reference DRN-4690675
18 Mar 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-4690675 The complaint Mrs S complains about Ocaso SA, Compania de Seguros y Reaseguros’ (“Ocaso”) handling of her claim under her home insurance policy. Mrs S’ complaint has been brought by a representative who I’ll refer to as company K. What happened The background to this complaint ... (5 pages)View decision -
Decision Reference DRN-4478272
18 Mar 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4478272 The complaint Mr E complains on behalf of the estate of his late sister Ms E. He complains that Barclays Bank UK PLC wouldn’t accept payments to Ms E’s mortgage from him, tried to take payments from Ms E’s bank account, and took legal action to repossess the property. What happ... (4 pages)View decision
