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 128535 results
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Decision Reference DRN-4793032
10 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4793032 The complaint Mrs B has complained about the way in which AXA Insurance UK Plc (‘AXA’) handled a claim for storm damage under her home insurance policy, and the subsequent impact this had on her policy. For the avoidance of doubt, the term AXA includes reference to its represen... (4 pages)View decision -
Decision Reference DRN-4844006
10 Jun 2024 U K Insurance Limited UpheldInsuranceDRN-4844006 The complaint Mr B complains about delays, poor quality repairs, poor communication, and a voided warranty following a claim U K Insurance Limited (UKI) dealt with under his motor insurance policy. What happened Mr B’s car was involved in an accident in late 2022. UKI arranged ... (5 pages)View decision -
Decision Reference DRN-4827840
10 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4827840 The complaint Mr P is unhappy with several aspects of the service he’s received from Clydesdale Bank Plc, trading as Virgin Money. What happened To briefly summarise: Mr P visited a Virgin branch on 17 March 2023 to raise a Data Subject Access Request (DSAR) with them. Mr P the... (4 pages)View decision -
Decision Reference DRN-4774261
10 Jun 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4774261 The complaint Mr H complains that Sainsburys Bank Plc (“Sainsburys”) registered a default on his credit file without sending him a default notice or termination letter. He says the default is reporting incorrectly on his credit file as it shows a default in 2020 whereas the acc... (3 pages)View decision -
Decision Reference DRN-4829623
10 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4829623 The complaint Mr G and Mrs R complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) settled a claim on their property insurance and about delays dealing with the claim. What happened Mr G and Mrs R made a claim on their insurance in August 2021 after their pr... (8 pages)View decision -
Decision Reference DRN-4836396
10 Jun 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4836396 The complaint Mr S complains that Inter Partner Assistance SA (IPA) hasn’t fully settled a claim he made on a travel insurance policy. What happened Mr S was abroad on holiday when he lost his sunglasses. He made a claim on his travel insurance policy for the cost of replacing ... (3 pages)View decision -
Decision Reference DRN-4830849
10 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4830849 The complaint This complaint is about a mortgage Mr J holds with Santander UK Plc. Mr J and his wife, Mrs J, are unhappy that Santander offered a term extension and a change to joint borrowers at a higher interest rate than they were expecting. Although the mortgage is currentl... (5 pages)View decision -
Decision Reference DRN-4795629
10 Jun 2024 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-4795629 The complaint Mrs O says Bank of Ireland (UK) Plc, trading as Post Office Financial Services, irresponsibly lent to her. What happened Mrs O took out a 60-month loan for £10,000 on 23 December 2022. The monthly repayments were £219.35 and the total repayable was £13,161. She sa... (3 pages)View decision -
Decision Reference DRN-4843646
10 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4843646 The complaint Mr and Mrs W complain that Accredited Insurance (Europe) Ltd were unfair in their rejection of their claim for damage to an outbuilding. What happened Mr and Mrs W had household insurance with Accredited. The insurance included cover for outbuildings, and they mad... (3 pages)View decision -
Decision Reference DRN-4721357
10 Jun 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4721357 The complaint A company, which I’ll refer to as H, complains that The Royal Bank of Scotland Plc failed to set up a fixed interest rate as instructed on a Coronavirus Business Interruption Loan (CBIL). What happened H received a £250,000 CBIL in May 2020. The interest rate was ... (5 pages)View decision