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 122624 results
-
Decision Reference DRN-3745961
11 Oct 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3745961 The complaint Mr A has complained about his property insurer AXA Insurance UK Plc regarding a claim he made to it when his home was damaged by subsidence. What happened Mr A noted damage in 2018 and made a claim to AXA. He was unhappy about the claim’s progress and plans for re... (9 pages)View decision -
Decision Reference DRN-3722706
11 Oct 2022 British Gas Insurance Limited UpheldInsuranceDRN-3722706 The complaint Mr M complained that British Gas Insurance Limited (“British Gas”) provided an unreasonably poor level of customer service under his home emergency policy. What happened Mr M had his gas switched off at the mains due to concerns with the levels of carbon monoxide ... (3 pages)View decision -
Decision Reference DRN-3747172
11 Oct 2022 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-3747172 The complaint Mr G complains that Liverpool Victoria Insurance Company Limited (LV) didn’t offer to complete repairs following water damage to his home, and its cash settlement offer was less than the repairs cost. What happened Mr G had buildings and contents insurance with LV... (4 pages)View decision -
Decision Reference DRN-3741384
11 Oct 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3741384 The complaint R, a limited company, complains about delays by HSBC UK Bank Plc with closing an account and transferring the funds. R is in voluntary liquidation. The complaint was brought to us by R’s ex-director and the liquidator. I’ll refer to them as R’s representatives. Wh... (2 pages)View decision -
Decision Reference DRN-3732955
11 Oct 2022 U K Insurance Limited UpheldInsuranceDRN-3732955 The complaint Miss E complains about how UK Insurance Limited, trading as Direct Line (“UKI”) handled her motor insurance claim. She says her car was returned to her twice, without repairs being completed adequately. References to UKI include its agents. What happened In Septem... (3 pages)View decision -
Decision Reference DRN-3747113
11 Oct 2022 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3747113 The complaint Mrs L, who is represented by a friend, Ms S, complains that National Westminster Bank Plc (“NatWest”) rejected her claim under section 75 Consumer Credit Act 1974 in respect of the cost of a timeshare. Mrs L made the purchase along with her husband, but the credit... (7 pages)View decision -
Decision Reference DRN-3706235
11 Oct 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3706235 The complaint Mr S complains that Embark Investment Services Limited (“Embark”) failed to transfer his self-invested personal pension (“SIPP”) to another provider in a timely manner. What happened I issued a provisional decision on this complaint in August 2022. In that decisio... (4 pages)View decision -
Decision Reference DRN-3744100
11 Oct 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3744100 The complaint Mr N complains that Shop Direct Finance Company Limited (trading as Very) didn’t give him enough information about whether his account should be defaulted. What happened Mr N had an account with Very. Following losing his job, Mr N’s account fell into arrears. Mr ... (3 pages)View decision -
Decision Reference DRN-3734017
11 Oct 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3734017 The complaint Mr H and Mr H complain about a missing payment sent from their account with Santander UK Plc. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the r... (2 pages)View decision -
Decision Reference DRN-3712244
11 Oct 2022 Covea Insurance plc UpheldInsuranceDRN-3712244 The complaint Mr and Mrs D complain Covea Insurance Plc unfairly declined their claim for storm damage. What happened In December 2021 Mr and Mrs D claimed against their Covea home insurance policy. They felt a storm had damaged a chimney on their property. They were concerned ... (3 pages)View decision
