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 125399 results
-
Decision Reference DRN-4225882
4 Sep 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4225882 The complaint Mrs M complains that Madison CF UK Limited, trading as 118 118 Money (“Madison”), lent to her without obtaining the full and correct information from her and so approved the loan when she was not able to afford it. What happened I set out here the two provisional ... (6 pages)View decision -
Decision Reference DRN-4329771
4 Sep 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4329771 The complaint Mr R has complained about his property insurer AA Underwriting Insurance Company Limited cancelling his policy because he hadn’t declared two claims. What happened In 2022 Mr R arranged new cover with AA. He told AA about a claim with his previous insurer. Shortly... (4 pages)View decision -
Decision Reference DRN-4331814
4 Sep 2023 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4331814 The complaint Mr M complains that TRANSUNION INTERNATIONAL UK LIMITED (Transunion) have been reporting incorrect information on his credit file for the last six years. What happened I previously issued my provisional decision on this case. I intended to come to a different outc... (3 pages)View decision -
Decision Reference DRN-4050937
4 Sep 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4050937 The complaint Mr W complains that Santander UK Plc did not process his bank drafts in a reasonable timeframe. What happened Mr W deposited two Canadian bank drafts for $75,674.07 CAD and $18,186.54 CAD into his Santander account. Santander acknowledged receipt of the cheques on... (3 pages)View decision -
Decision Reference DRN-4260868
4 Sep 2023 Lloyds Bank PLC UpheldMortgagesDRN-4260868 The complaint Miss R and Mr S complain that Lloyds Bank PLC unfairly chased them to repay their mortgage arrears when they were making payments in accordance with a court order. They ask that Lloyds stops collection activity, puts aside a possession order from 2012, re- imburse... (3 pages)View decision -
Decision Reference DRN-4331656
4 Sep 2023 Wilmot Lynne & Co UpheldPensions and AnnuitiesDRN-4331656 The complaint Mr H complains that he was given unsuitable advice by Wilmot Lynne & Co to transfer the benefits from a defined-benefit (DB) occupational pension scheme with a former employer to a buyout bond – also referred to as a Section 32 policy – and a personal pension ... (10 pages)View decision -
Decision Reference DRN-4329563
4 Sep 2023 Higos Insurance Services Ltd UpheldInsuranceDRN-4329563 The complaint P, a limited company, is unhappy with what Higos Insurance Services Ltd did after it contacted it about a legal claim that had been made against it. What happened P is a company involved in the management of a property. In May 2022 it told Higos (its broker) about... (3 pages)View decision -
Decision Reference DRN-4284042
4 Sep 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4284042 The complaint Mr C complains that Advantage Insurance Company Limited (“Advantage”) cancelled his car insurance policy. What happened Mr C had a motor insurance policy with Advantage covering his car. The policy covered him for social, domestic, pleasure and commuting. Mr C had... (3 pages)View decision -
Decision Reference DRN-4331605
4 Sep 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4331605 The complaint Miss A is unhappy with AXA Insurance Plc’s handling of a subsidence claim made under her building insurance policy. Where I’ve referred to AXA, this also includes any actions and communications from agents appointed by AXA to handle the claim on their behalf. What... (6 pages)View decision -
Decision Reference DRN-4199538
4 Sep 2023 Euroins AD UpheldInsuranceDRN-4199538 The complaint Ms G complains Euroins AD declined her claim for physiotherapy she underwent abroad. What happened Ms G took out a single trip travel insurance policy, underwritten by Euroins. And she travelled abroad with her husband, for a holiday lasting around 12 weeks. Unfor... (3 pages)View decision
