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 120614 results
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Decision Reference DRN-3701949
22 Sep 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3701949 The complaint Mr A has complained that Shawbrook Bank Limited (“Shawbrook”) rejected his claim against it under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to his purchase of some solar panels. Background Mr A bought solar panels for his home in March 201... (2 pages)View decision -
Decision Reference DRN-3714606
22 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3714606 The complaint Ms P is complaining about Bank of Scotland plc trading as Halifax (Halifax) giving her incorrect information about her account which led to her making an unnecessary visit to a branch, which affected her health. What happened Ms P has a cash account and a current ... (3 pages)View decision -
Decision Reference DRN-3713731
22 Sep 2022 Telefonica UK Limited UpheldConsumer CreditDRN-3713731 The complaint Mr M complains that Telefonica UK Limited didn’t cancel a fixed sum loan he’d asked it to and that it subsequently acted unfairly in asking him to repay the lending. What happened Mr M entered into a fixed sum loan with Telefonica to cover the cost of a mobile pho... (4 pages)View decision -
Decision Reference DRN-3688429
22 Sep 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3688429 The complaint Mr C has complained that AXA Insurance UK Plc (AXA) unfairly declined a claim for storm damage under a home insurance policy. What happened Mr C contacted AXA when part of a boundary wall collapsed at his home. AXA investigated the claim as storm damage and declin... (3 pages)View decision -
Decision Reference DRN-3654804
22 Sep 2022 NM MORTGAGES LTD UpheldMortgagesDRN-3654804 The complaint Mr and Mrs T complain that NM MORTGAGES LTD, a firm which had given them mortgage advice, didn’t keep their personal data safe. As a result, they’ve been the victims of identity theft. What happened Mr and Mrs T used NM for mortgage advice for both their residenti... (4 pages)View decision -
Decision Reference DRN-3608289
22 Sep 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3608289 The complaint Mr and Mrs D are unhappy that AA Underwriting Insurance Company Limited (“AA”) declined their claim for a replacement boiler and carpet under their household insurance. What happened Mr and Mrs D’s boiler burst on the 12 March 2021. Water escaping from it spilled ... (5 pages)View decision -
Decision Reference DRN-3714150
22 Sep 2022 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3714150 The complaint Mr G complains about Casualty & General Insurance Company (Europe) Ltd (CG) asking him to pay an additional premium towards claims for the cost of treatment to his dog under his pet insurance policy, because of an error in the dog’s date of birth. References t... (6 pages)View decision -
Decision Reference DRN-3637222
22 Sep 2022 Domestic & General Insurance Plc UpheldInsuranceDRN-3637222 The complaint Ms B has complained about the way Domestic & General Insurance Plc (D&G) has treated her as a customer. Ms B says D&G mis-sold her a policy and declined her claim. She says the service D&G has provided has been very p... (4 pages)View decision -
Decision Reference DRN-3667736
22 Sep 2022 Ageas Insurance Limited UpheldInsuranceDRN-3667736 The complaint Mr B and Mrs B complain about Ageas Insurance Limited (Ageas) under their home insurance policy, about how they dealt with damage to the roof of their property caused by bad weather. References to Ageas include their agents who provide services and deal with claim... (3 pages)View decision -
Decision Reference DRN-3585058
22 Sep 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3585058 The complaint Mr and Mrs P complain that TSB Bank Plc closed their bank account in error. And that, because of this, their travel insurance benefit was cancelled which resulted in a claim being declined by the insurance provider. Mr and Mrs P have been represented by a third-pa... (4 pages)View decision
