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 120469 results
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Decision Reference DRN-4351414
22 Sep 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4351414 The complaint Mr K complains about delays and the repairs that Royal & Sun Alliance Limited (RSA) made to his car following a claim on his motor insurance policy. He’s also unhappy that he wasn’t provided with a courtesy car. He wants a refund of his payments and compensati... (3 pages)View decision -
Decision Reference DRN-4363092
22 Sep 2023 Ageas Insurance Limited UpheldInsuranceDRN-4363092 The complaint Ms B and Mr B are unhappy that Ageas Insurance Limited has both reduced and delayed the settlement it offered on their home insurance claim for storm damage to their property. What happened There have been several businesses or individuals involved in this claim, ... (3 pages)View decision -
Decision Reference DRN-4154186
22 Sep 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4154186 The complaint Miss B is unhappy Santander UK Plc shared her bank statements with a third party without her authorisation. What happened In September 2022 a third party requested copies of Miss B’s account statements. Initially Santander rejected the request but later after a fu... (2 pages)View decision -
Decision Reference DRN-4123899
22 Sep 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4123899 The complaint Mr B complains that NewDay Ltd trading as Amazon Platinum Credit Card did not process a Credit Balance Refund (CBR) in line with the timeframes they gave him. What happened Mr B accidently made a payment to his NewDay account, so he rang NewDay on 13 October 2022 ... (2 pages)View decision -
Decision Reference DRN-4358274
22 Sep 2023 Santander UK Plc UpheldConsumer CreditDRN-4358274 The complaint Mr C is unhappy with the conduct of Santander UK Plc after a fraudster applied for, and was granted, a loan in his name. What happened Mr C was the victim of identity theft. Fraudsters were able to apply for a personal loan in his name with Santander. The fraudste... (4 pages)View decision -
Decision Reference DRN-4218042
22 Sep 2023 Madison CF UK Limited UpheldBanking and PaymentsDRN-4218042 The complaint Miss C complains that Madison CF UK Limited trading as 118 118 Money continued to charge her a monthly fee for her account despite blocking her card and after she had cleared her outstanding balance. What happened Miss C says her 118 118 Money credit card charged ... (2 pages)View decision -
Decision Reference DRN-4350755
22 Sep 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4350755 Complaint Miss K has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says the loan was unaffordable. Background 118 118 Money provided Miss K with a loan for £1,000.00 in February 2023. This loan had an APR of 79.9% and a term of ... (3 pages)View decision -
Decision Reference DRN-4361258
22 Sep 2023 Aviva Insurance Limited UpheldInsuranceDRN-4361258 The complaint Mr and Mrs P are unhappy with the amount offered by Aviva Insurance Limited to settle a claim made under their home insurance policy. Reference to Mr and Mrs P includes anything said or done by their representative. What happened The circumstances of this complain... (7 pages)View decision -
Decision Reference DRN-4360311
22 Sep 2023 Ageas Insurance Limited UpheldInsuranceDRN-4360311 The complaint Mr G complains about how Ageas Insurance Limited handled a claim for subsidence on the home insurance policy for his property. What happened Mr G owns a property that is covered by a group home insurance policy, underwritten by Ageas. In August 2020 a claim was ma... (2 pages)View decision -
Decision Reference DRN-4362933
22 Sep 2023 AFH Independent Financial Services Limited UpheldInvestmentsDRN-4362933 The complaint Mr P complains about the way AFH Independent Financial Services Limited dealt with his request to surrender funds from an ISA and General Invest Account (GIA). He says he has suffered a loss as a result of the way the surrender was handled. What happened In early ... (3 pages)View decision
