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 121262 results
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Decision Reference DRN-3841017
5 Dec 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3841017 The complaint Mr S complains that NewDay Ltd trading as Marbles (“NewDay”) was irresponsible when it increased his credit limit. What happened NewDay opened a credit card account for Mr S in April 2020 with a credit limit of £450. This type of credit was an open-ended or runnin... (4 pages)View decision -
Decision Reference DRN-3828335
5 Dec 2022 QIC Europe Ltd UpheldInsuranceDRN-3828335 The complaint Mr S and Miss W have complained that QIC Europe Ltd (QIC) unfairly declined a claim under their home insurance policy. I will normally only refer to Miss W as she dealt with the complaint. What happened Miss W contacted QIC when a polytunnel in her garden was dama... (2 pages)View decision -
Decision Reference DRN-3838709
5 Dec 2022 Santander UK Plc UpheldMortgagesDRN-3838709 The complaint Mr C complains that Santander UK Plc caused unacceptable delays in deciding whether to offer him a mortgage, then made him pay a large Early Repayment Charge (“ERC”) when he says he was forced to go to another lender. What happened Mr C said he’d been a mortgage c... (4 pages)View decision -
Decision Reference DRN-3808761
5 Dec 2022 Covea Insurance plc UpheldInsuranceDRN-3808761 The complaint Mr G has complained about the valuation Covea Insurance plc reached when settling a total loss claim under his car insurance policy. What happened Mr G’s car was written off and so his insurer Covea settled Mr G’s claim as a total loss. It paid the market value fo... (2 pages)View decision -
Decision Reference DRN-3838543
5 Dec 2022 AWP P&C SA UpheldInsuranceDRN-3838543 The complaint Mr and Mrs P complain that AWP P&C SA has turned down a medical expenses claim they made on a travel insurance policy. What happened Mr and Mrs P have travel insurance as a benefit of a packaged bank account. Mr and Mrs P were abroad on holiday in a country I’... (4 pages)View decision -
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
