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 120327 results
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Decision Reference DRN-3805208
5 Dec 2022 esure Insurance Limited UpheldInsuranceDRN-3805208 The complaint Mr R and Mr S complain about esure Insurance Limited’s level of service and its settlement offer following a claim on their motor insurance policy. Mr R is a named driver on Mr S’s policy. He wants a higher valuation for their car and compensation. What happened M... (2 pages)View decision -
Decision Reference DRN-3731405
5 Dec 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3731405 The complaint Mrs N complains about how Fairmead Insurance Limited dealt with her escape of water claim on her home insurance policy. Mrs N has been represented on her claim and complaint, for ease of reading I’ve referred to Mrs N throughout. What happened Mrs N had an escape ... (2 pages)View decision -
Decision Reference DRN-3789370
5 Dec 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3789370 The complaint Mrs W has complained that AA Underwriting Insurance Company Limited (‘AA’) declined a claim under her buildings insurance policy following water damage to her property. What happened In March 2022, Mrs W noticed black marks on the skirting board of her utility roo... (3 pages)View decision -
Decision Reference DRN-3840819
5 Dec 2022 Santander UK Plc UpheldMortgagesDRN-3840819 The complaint Mr and Mrs C complain that Santander UK Plc (“Santander”) didn’t send them a closing statement when they redeemed their mortgage. Once a statement was sent, it was not in the usual format and was hard to understand and Mr and Mrs C say a copy was also sent to thei... (4 pages)View decision -
Decision Reference DRN-3840769
5 Dec 2022 Bradford & Bingley Limited UpheldMortgagesDRN-3840769 The complaint This complaint is about a mortgage Mr P holds with Bradford & Bingley Limited (B&B). There are several elements to the complaint. Mr P is unhappy with: B&B charging the wrong interest rate during part of November 2001; keeping him in a phone call for... (3 pages)View decision -
Decision Reference DRN-3808429
4 Dec 2022 Sainsbury's Bank Plc UpheldInsuranceDRN-3808429 The complaint Mrs G and Mr G complain that Sainsbury’s Bank Plc (“Sainsbury’s”) renewed their buildings and contents insurance policy automatically without notifying them. What happened Mrs G and Mr G took out buildings and contents insurance which was arranged by Sainsbury’s. ... (4 pages)View decision -
Decision Reference DRN-3835963
4 Dec 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3835963 The complaint Miss C complains that HSBC UK Bank Plc refused to allow her to re-start her loan repayments and complains about the information reported on her credit file about the loan. What happened Miss C was unwell in 2020 and via a third-party debt help organisation I will ... (3 pages)View decision -
Decision Reference DRN-3731960
3 Dec 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3731960 The complaint Mrs C complains that Barclays Bank UK PLC (Barclays) wrote to her about a loan that wasn’t hers. What happened Mrs C didn’t have a loan from Barclays, but she received letters from Barclays’ debt collection agency. There were approximately nine letters sent to her... (2 pages)View decision -
Decision Reference DRN-3692154
2 Dec 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3692154 The complaint Mr W is unhappy with the service The Co-operative Bank Plc provided after it placed a fraud block on his account. What happened On 26 June 2021 The Co-op Bank placed a fraud block on Mr W’s account. It called Mr W and left a voicemail asking him to call back. When... (3 pages)View decision -
Decision Reference DRN-3766141
2 Dec 2022 U K Insurance Limited UpheldInsuranceDRN-3766141 The complaint Mr G complained that U K Insurance Limited trading as Privilege undervalued his car following his claim on his motor insurance policy. What happened After Mr G’s car was damaged in an accident Privilege decided that it was uneconomical to repair. So they offered h... (5 pages)View decision
