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 120469 results
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Decision Reference DRN-3704143
26 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3704143 The complaint Mrs K has complained about the service she received when she contacted AWP P&C SA (AWP) under a Home Emergency policy she holds with Mr K. What happened In October 2021 Mrs K asked for assistance under her Home Emergency plan with AWP. A contractor attended an... (3 pages)View decision -
Decision Reference DRN-3660795
26 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3660795 The complaint Ms P and Mr T are unhappy with the way in which U K Insurance Limited settled a claim on their travel insurance policy. What happened In March 2020 Ms P and Mr T were travelling to a country I’ll refer to as ‘S’. They were travelling via another country I’ll refer... (2 pages)View decision -
Decision Reference DRN-3719190
25 Sep 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3719190 The complaint Ms F complains that Santander UK Plc have withdrawn money from her account which she credited. What happened In September 2021, Ms F went to a Santander branch. She says she had £1000 worth of old £50 notes and wanted to exchange them for new ones; but the cashier... (2 pages)View decision -
Decision Reference DRN-3686015
25 Sep 2022 Mars Capital Finance Limited UpheldMortgagesDRN-3686015 The complaint Mr and Mrs F complained that there would be a balance remaining on a secured loan account they held with Mars Capital Finance Limited at the end of the loan term. What happened Mr and Mrs F took out this secured loan in March 2007 over a 15-year term. The loan was... (3 pages)View decision -
Decision Reference DRN-3701738
25 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3701738 The complaint Ms B complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a subsidence claim she made under her home insurance policy. All references to RSA in this decision include its appointed agents. What happened In September 2020, Ms B made a ... (3 pages)View decision -
Decision Reference DRN-3663053
25 Sep 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3663053 The complaint Mr H complains about the quality of a used car that was supplied through a hire purchase agreement with Oodle Financial Services Limited (OFSL). What happened In February 2022 Mr H acquired a used car through a hire purchase agreement with OFSL. The car was regist... (4 pages)View decision -
Decision Reference DRN-3710179
24 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3710179 The complaint Mr B is unhappy that Monzo Bank Ltd won’t refund the money he’s lost to a scam. What’s happened? Mr B has fallen victim to a purchase scam. He arranged to rent a car from a company he found on a popular social media platform. I’ll refer to the company as ‘BCH’ thr... (3 pages)View decision -
Decision Reference DRN-3672797
24 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3672797 The complaint Ms H complains that AWP P&C SA mishandled her claim on a home emergency insurance policy. Where I refer to AWP, I refer to the above-named company and I include its policy administrator and others insofar as I hold AWP responsible for their acts or omissions. ... (5 pages)View decision -
Decision Reference DRN-3691339
23 Sep 2022 Santander UK Plc UpheldInsuranceDRN-3691339 The complaint Mrs B has complained that Santander UK Plc mis-sold her a personal loan payment protection insurance (PPI) policy. What happened Mrs B arranged the loan over the internet in January 2011 and was sold PPI at the same time. Our adjudicator upheld the complaint. Sant... (2 pages)View decision -
Decision Reference DRN-3593645
23 Sep 2022 BUPA Insurance Limited UpheldInsuranceDRN-3593645 The complaint Mr H complains that BUPA Insurance Limited refused to refund his private medical insurance premiums after finding out he was not eligible to make a claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here... (2 pages)View decision
