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 128312 results
-
Decision Reference DRN-4191155
16 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4191155 The complaint Mrs B complains that Aviva Insurance Limited (“Aviva”) provided her with an inadequate service which led to her boiler breaking down. She wants Aviva to reimburse her for the repairs she had to pay for privately. What happened Mrs B held a boiler service plan with... (3 pages)View decision -
Decision Reference DRN-4091156
16 Jun 2023 QIC Europe Ltd UpheldInsuranceDRN-4091156 The complaint Mr A and Miss H complain about how QIC Europe Ltd (“QIC”) dealt with their claim for damage following an escape of water at their home. Any reference to QIC includes its agents. The home insurance policy is in joint names but, for ease o... (3 pages)View decision -
Decision Reference DRN-4123725
16 Jun 2023 AWP P&C SA UpheldInsuranceDRN-4123725 The complaint Mr A and Mrs O are unhappy that AWP P&C SA has delayed assessing a claim made under their travel insurance policy (‘the policy’). What happened Mr A and Mrs O travelled abroad with their children. Whilst away, they were involved in a car accident and needed me... (2 pages)View decision -
Decision Reference DRN-4158241
16 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-4158241 The complaint Mr J is complaining about the way U K Insurance Limited (UKI) has handled a claim he made on his buildings insurance policy. What happened In November 2021 Mr J’s property was damaged in a storm – with damage occurring to the roof and greenhouse. As a result of th... (5 pages)View decision -
Decision Reference DRN-4195008
16 Jun 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4195008 The complaint The estate of Ms M is unhappy with the way in which AXA Insurance UK Plc handled a claim made on Ms M’s travel insurance policy and medical assistance provided whilst she was abroad. Any references to AXA include its claim handlers and medical assistance team. Wha... (5 pages)View decision -
Decision Reference DRN-4192486
16 Jun 2023 TSB Bank plc UpheldConsumer CreditDRN-4192486 The complaint Mr B complains TSB Bank plc continue to write to him despite his father asking them not to. He’s also unhappy TSB have refused to remove information from his credit file regarding a loan and overdraft he had with them, and because they refuse to pay him compensati... (5 pages)View decision -
Decision Reference DRN-4194927
16 Jun 2023 Sainsbury's Bank Plc UpheldConsumer CreditDRN-4194927 The complaint In summary, Mr L complains that Sainsbury’s Bank Plc provided him with incorrect information about how his loan repayments had to be made. He believes this has caused him a financial loss. What happened On 5 October 2022, Mr L took out a loan with Sainsbury’s. He ... (2 pages)View decision -
Decision Reference DRN-4143320
16 Jun 2023 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-4143320 The complaint Mrs M complains AvantCredit of UK, LLC irresponsibly provided her with a loan. What happened AvantCredit provided Mrs M with a £4,800 personal loan in November 2015. The loan had instalments of around £160 across a 60-month term, with a total repayable value of ar... (4 pages)View decision -
Decision Reference DRN-4157742
16 Jun 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4157742 The complaint Mrs S complains Marks and Spencer Financial Services Plc (“M&S”) has not dealt fairly with a claim she brought under section 75 of the Consumer Credit Act 1974 (“CCA”) in relation to home improvement works. What happened I issued a provisional decision on Mrs ... (9 pages)View decision -
Decision Reference DRN-4146547
16 Jun 2023 The Mortgage Works (UK) Plc UpheldMortgagesDRN-4146547 The complaint Miss L complains that The Mortgage Works (UK) plc (TMW) has failed to treat her fairly when she asked for information about her buy-to-let mortgage. What happened The background to this complaint is well known to both Miss L and TMW and I don’t intend to set it ou... (4 pages)View decision