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-4454992
22 Nov 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4454992 he complaint Miss B complains Inter Partner Assistance SA (IPA) settled her travel insurance claim unfairly. What happened In Autumn 2022 Miss B claimed against her IPA travel insurance policy for loss of a gadget. She says the insurer repeatedly delayed settling her claim by a... (2 pages)View decision -
Decision Reference DRN-4470891
22 Nov 2023 Santander UK Plc UpheldMortgagesDRN-4470891 The complaint Miss B says Santander UK Plc treated her unfairly when it took possession of her property. She’s since repaid the mortgage. Miss B says she’s out of pocket, having had to pay for accommodation for a month, and her health and ability to work was affected. She asks ... (3 pages)View decision -
Decision Reference DRN-3801825
22 Nov 2023 Tuto Money Limited UpheldPensions and AnnuitiesDRN-3801825 The complaint Mr R complained that he was given unsuitable advice to transfer his deferred defined benefit (DB) British Steel Pension Scheme (BSPS), to a type of personal pension plan, in 2018. Mr R originally and primarily dealt with a firm called Eadon & King. At the time... (7 pages)View decision -
Decision Reference DRN-4466112
22 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4466112 The complaint Ms S complains about U K Insurance Limited (“UKI”), and her intended use of arbitration related to her family legal protection insurance policy. Any reference to Ms S or UKI includes respective agents or representatives. What happened The background of this compla... (4 pages)View decision -
Decision Reference DRN-4470974
22 Nov 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4470974 The complaint Mrs B is unhappy with Fairmead Insurance Limited’s (Fairmead) handling of a claim made under her residential property owners insurance policy. Fairmead is the lead insurer of Mrs B’s policy, so I’ll refer to them throughout. Where I refer to Fairmead, this also in... (6 pages)View decision -
Decision Reference DRN-4470889
22 Nov 2023 Covea Insurance plc UpheldInsuranceDRN-4470889 The complaint Mr and Mrs F have complained about their home insurer, Covea Insurance plc following a claim made for water damage which occurred at their home. What happened Mr and Mrs F noticed a problem in their home in September 2019 and obtained a report. The report ... (11 pages)View decision -
Decision Reference DRN-4470206
22 Nov 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4470206 The complaint Mr A complains National Westminster Bank Plc has acted unfairly because it no longer allows him to benefit from “Mastercard protection” – i.e. the ability to raise a chargeback – when he makes purchases. He also complains National Westminster Bank Plc has accused ... (4 pages)View decision -
Decision Reference DRN-4198226
22 Nov 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4198226 The complaint Mr K has complained about Haven Insurance Company Limited. He isn’t happy that it referred him to it’s Straight to Salvage (S2S) service as opposed to allowing a claim under his motor insurance policy. For ease of reading any reference to Haven includes its agents... (2 pages)View decision -
Decision Reference DRN-4470825
22 Nov 2023 Chetwood Financial Limited UpheldConsumer CreditDRN-4470825 The complaint Mr C complains that Chetwood Financial Limited (“Chetwood”) is holding him liable for the debt on two loans which he says he didn’t apply for. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief... (4 pages)View decision -
Decision Reference DRN-4216281
22 Nov 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4216281 The complaint A limited company, which I will refer to as B, complains that Bank of Scotland plc’s errors meant its new mortgage completed two weeks later than it should have done. What happened B’s directors told us: They approached Bank of Scotland to apply for a commercial ... (3 pages)View decision
