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 120327 results
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Decision Reference DRN-3638860
9 Aug 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3638860 The complaint Ms O complains about Bank of Scotland plc trading as Halifax (“Halifax”) for the way it handled her closed account and repayment plan. She wants Halifax to apologise and consider the impact of its communications on consumers. What happened Ms O held a Halifax acco... (2 pages)View decision -
Decision Reference DRN-3506538
9 Aug 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3506538 The complaint Ms R complains Fairmead Insurance Limited unfairly declined her Buildings Insurance claim. All references to Fairmead also include its appointed agents. 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 -
Decision Reference DRN-3630041
9 Aug 2022 AWP P&C SA UpheldInsuranceDRN-3630041 The complaint Mr A complains about AWP P&C SA (“AWP”) for the way it handled his emergency repair claim. He wants AWP to reimburse him for the costs he received, and to pay him compensation. What happened Mr A held home emergency insurance which was underwritten by AWP. On ... (2 pages)View decision -
Decision Reference DRN-3638705
9 Aug 2022 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-3638705 The complaint Miss E complains that Phoenix Life Limited (Phoenix Life) has recently confirmed it will pay her a yearly pension income of £3,304.11, instead of the £4,838.35 it stated it would pay her in correspondence from 2009. She wants the original annuity figure to be hono... (6 pages)View decision -
Decision Reference DRN-3315219
9 Aug 2022 Hastings Insurance Services Limited UpheldInsuranceDRN-3315219 The complaint Miss J complains that Hastings Insurance Services Limited failed to provide her with sufficient evidence that her motor policy covered her for commuting to more than one place of work. She said this caused distress, a loss of earnings, and she lost her job as a re... (3 pages)View decision -
Decision Reference DRN-3634027
9 Aug 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-3634027 The complaint Miss K complains that a car that was supplied to her under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Miss K under a conditional sal... (3 pages)View decision -
Decision Reference DRN-3638754
9 Aug 2022 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3638754 The complaint Mr B complains that Westerby Trustee Services Limited (“Westerby”) should’ve done more due diligence before accepting the investments he made in his Self-Invested Personal Pension (“SIPP”). What happened Westerby’s been represented by two law firms for periods of ... (43 pages)View decision -
Decision Reference DRN-3604138
9 Aug 2022 U K Insurance Limited UpheldInsuranceDRN-3604138 The complaint Mr C complains that U K Insurance Limited (UKI) didn’t provide him with a courtesy car when he made a claim on his motor insurance policy. He wants UKI to reimburse him £756 for his travel costs. What happened Mr C had Guaranteed Hire Car cover on his policy with ... (2 pages)View decision -
Decision Reference DRN-3624134
9 Aug 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3624134 The complaint Mr and Ms M complain that Liverpool Victoria Insurance Company Limited (“LV”) has treated them unfairly in relation to a subsidence claim made under their home insurance policy. What happened The background of this complaint is well known to parties. And has been ... (3 pages)View decision -
Decision Reference DRN-3639586
9 Aug 2022 London and Country Mortgages Ltd UpheldMortgagesDRN-3639586 The complaint Miss F complains that London and Country Mortgages Ltd took too long with her mortgage application. She says it was rude to her. Miss F asks that L&C refunds its fee and pays compensation. What happened Miss F took mortgage advice from L&C. It made a right... (2 pages)View decision
