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-4327873
20 Nov 2023 QIC Europe Ltd UpheldInsuranceDRN-4327873 The complaint Ms K complains about how QIC Europe Ltd considered and settled a contents insurance claim. QIC are the underwriters (insurers) of this policy. Much of this complaint concerns the actions of their appointed agents. As QIC accept they are accountable for the actions... (3 pages)View decision -
Decision Reference DRN-4464328
20 Nov 2023 National Westminster Bank Plc UpheldMortgagesDRN-4464328 The complaint Ms D complains about what happened when she asked National Westminster Bank Plc for a Buy To Let (“BTL”) mortgage for a property purchase. She said she wasn’t warned interest rates may change, and was denied an earlier appointment as the online system didn’t work.... (5 pages)View decision -
Decision Reference DRN-4439728
20 Nov 2023 Society of Lloyd's UpheldInsuranceDRN-4439728 The complaint Mr E complains that Society of Lloyd’s hasn’t settled his claim made on his motor insurance policy. He wants it to pay his claim and his storage charges. What happened Mr E told Lloyd’s he was involved in an incident and had arranged for his car to be taken into s... (2 pages)View decision -
Decision Reference DRN-4456712
20 Nov 2023 more 2 life Ltd UpheldMortgagesDRN-4456712 The complaint Mr and Mrs S complain that more 2 life Ltd unfairly refused them a further advance on their lifetime mortgage. What happened Mr and Mrs S took out a lifetime mortgage – a form of equity release – in 2020. They borrowed around £600,000 to pay off their existing int... (5 pages)View decision -
Decision Reference DRN-4402502
20 Nov 2023 Highway Insurance Company Limited UpheldInsuranceDRN-4402502 The complaint Mr B complains about the settlement he was offered after he made a claim under his home insurance policy with Highway Insurance Company Limited. He’s also raised concerns about the customer service he received. Highway is the underwriter of this policy i.e. the in... (4 pages)View decision -
Decision Reference DRN-4443893
20 Nov 2023 U K Insurance Limited UpheldInsuranceDRN-4443893 The complaint Miss W has complained about the poor service she received from U K Insurance Limited when she made a claim for repairs under her car insurance policy. What happened Miss W’s car was damaged while parked and in June 2022 she made a claim for her car to be repaired.... (3 pages)View decision -
Decision Reference DRN-4464792
20 Nov 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4464792 The complaint Mr C complains that The Co-operative Bank Plc (Co-op) hasn’t paid him the £125 account opening incentive that it had advertised. What happened I set out the background and provisional findings to Mr C’s complaint in my provisional decision and here. ‘On 15 Novembe... (3 pages)View decision -
Decision Reference DRN-4195319
20 Nov 2023 Santander UK Plc UpheldMortgagesDRN-4195319 The complaint This complaint’s about a mortgage Ms F used to hold with Santander UK Plc. The essence of the complaint is that Santander instructed solicitors to begin legal action for possession of the mortgaged property whilst Ms F was trying to sell it. The possession proceed... (3 pages)View decision -
Decision Reference DRN-4191687
20 Nov 2023 Accord Mortgages Limited UpheldMortgagesDRN-4191687 The complaint Ms T has complained about the service she received when she wanted to arrange a new preferential interest rate on her mortgage she holds with Accord Mortgages Limited. Ms T has said, in summary: More competitive interest rates were available to other people who w... (6 pages)View decision -
Decision Reference DRN-4409384
20 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4409384 The complaint Mr L complains that Barclays Bank UK PLC (“Barclays”) failed to pick up on unusual activity on his account and offer appropriate support for his spending on gambling which was due to a third party influencer/scammer. Mr L says this resulted in losses of approximat... (4 pages)View decision