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 125400 results
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Decision Reference DRN-4008713
13 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4008713 The complaint Mr S and Mrs P complain about how AXA Insurance UK Plc handled their claim on their home insurance policy following an escape of water. What happened Mr S and Mrs P had home insurance that was underwritten by AXA. In October 2020 they made a claim after returning ... (2 pages)View decision -
Decision Reference DRN-4006669
13 Mar 2023 esure Insurance Limited UpheldInsuranceDRN-4006669 The complaint Ms B complains that esure Insurance Limited (esure) haven’t settled her claim fairly under the terms of her motor insurance policy. What happened In September 2022, Ms B made a claim on her policy. Unfortunately, her car was stolen and later declared a total loss.... (3 pages)View decision -
Decision Reference DRN-3989977
13 Mar 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3989977 The complaint Miss D complains that Lloyds Bank PLC won’t refund money she didn’t withdraw from her account. What happened Miss D explains that she deposited £8,500 in cash she had saved for her children into her account on 17 May 2022. She ordered a new card and PIN. She conta... (5 pages)View decision -
Decision Reference DRN-4011903
13 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4011903 The complaint Mrs B complains on behalf of Mr B’s estate that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of her husband’s occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened Mr ... (42 pages)View decision -
Decision Reference DRN-4019900
13 Mar 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4019900 The complaint Mr F complains about the AA Underwriting Insurance Company Limited (AA) who declined his claim under his home insurance policy. What happened Following a named storm, Mr F’s home was damaged. The damage was to the roof in that a few tiles became dislodged, a secti... (6 pages)View decision -
Decision Reference DRN-4019788
13 Mar 2023 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4019788 The complaint Mr K has a credit card provided by Vanquis Bank Limited (“Vanquis”) and complains about the lender’s unfair registration of a default on his credit file and Vanquis’s actions following the default. What happened I don’t propose to detail here the full history of t... (4 pages)View decision -
Decision Reference DRN-4019316
13 Mar 2023 Santander UK Plc UpheldInvestmentsDRN-4019316 The complaint Mr and Mrs G complain that Santander UK Plc sold them an unsuitable life and critical illness policy. What happened I issued a provisional decision in Mr and Mrs G’s complaint and set out the background to the complaint and my provisional findings as follows: “In ... (4 pages)View decision -
Decision Reference DRN-3810329
13 Mar 2023 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-3810329 The complaint Mrs H complains about how Aviva Life & Pensions UK Limited (‘Aviva’) dealt with a pension contribution. She says Aviva returned the contribution because it didn’t receive the necessary paperwork to apply the payment. But, Mrs H says she didn’t receive Aviva’s ... (3 pages)View decision -
Decision Reference DRN-3592245
13 Mar 2023 Kensington Mortgage Company Limited UpheldMortgagesDRN-3592245 The complaint Ms G complains that Kensington Mortgage Company Limited wouldn’t offer her a new interest rate on her mortgage, or allow her to convert it back to repayment terms. What happened Ms G has a mortgage with Kensington. In 2005 she borrowed around £110,000 over a 25 ye... (7 pages)View decision -
Decision Reference DRN-4017984
13 Mar 2023 Skipton Building Society UpheldMortgagesDRN-4017984 The complaint Mr O complains about delays with a valuation when he applied to re-mortgage his buy to let property with Skipton Building Society. He asks that Skipton pays compensation for his costs of £460. What happened Mr O applied to Skipton for a buy to let mortgage via a b... (2 pages)View decision
