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 128535 results
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Decision Reference DRN-3931869
2 May 2023 Santander UK Plc UpheldMortgagesDRN-3931869 The complaint Mr and Mrs P’s complaint is about their mortgage account with Santander UK Plc. They say that Santander unfairly refused to allow a switch to a new interest rate product until their account had been clear of arrears for 6-12 months. Mr and Mrs P are also unhappy a... (4 pages)View decision -
Decision Reference DRN-4096144
2 May 2023 Accelerant Insurance Europe SA/NV UpheldInsuranceDRN-4096144 The complaint Mr M complains about how Accelerant Insurance Europe SA/NV handled a claim made on his commercial motor insurance policy. He wants compensation for his loss of use, and its delays and errors. What happened Mr M’s van was stolen, and he made a claim to Accelerant. ... (2 pages)View decision -
Decision Reference DRN-4107704
2 May 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4107704 The complaint Mrs M complains that HSBC UK Bank Plc closed her credit card account without reason. She would like to know the reason. And compensation for the way she was treated. I am aware that there is a complaint about Mrs M’s current account, but I will only be dealing wit... (4 pages)View decision -
Decision Reference DRN-4107773
2 May 2023 esure Insurance Limited UpheldInsuranceDRN-4107773 The complaint Mr J complains esure Insurance Limited (esure) did not offer a fair market value for his car when it was written off in an accident. What happened Following an incident with his car Mr J made a claim on his motor insurance policy that he had with esure. The car wa... (3 pages)View decision -
Decision Reference DRN-4035370
2 May 2023 Ageas Insurance Limited UpheldInsuranceDRN-4035370 The complaint Mr H complains about Ageas Insurance Limited (Ageas), who declined his claim under his home insurance policy. What happened Mr H explained that his ceiling in his home suddenly collapsed. He contacted a contractor who discovered a hole in a roof tile and proceeded... (3 pages)View decision -
Decision Reference DRN-3933061
2 May 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3933061 The complaint Miss H complains that Advantage Insurance Company Limited (Advantage) hasn’t settled her claim on her car insurance policy fairly. What happened Miss H’s car was stolen, so she made a claim on her car insurance policy. Advantage accepted Miss H’s claim and offered... (2 pages)View decision -
Decision Reference DRN-4065248
2 May 2023 Rothesay Life Plc UpheldPensions and AnnuitiesDRN-4065248 The complaint Mr M complains that Rothesay Life Plc, trading as Rothesay, delayed providing information to his independent financial adviser (‘IFA’) which resulted in his transfer value quotation expiring. What happened Mr M was a deferred member of a defined benefit occupation... (4 pages)View decision -
Decision Reference DRN-4041362
2 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4041362 The complaint Miss R and Mr S, together complain that Everyday Lending Limited, trading as Everyday Loans (“EL”), lent to them irresponsibly and the loan placed them in a worse financial situation than before. What happened Miss R says she applied for the loan initially on her ... (5 pages)View decision -
Decision Reference DRN-4091300
2 May 2023 esure Insurance Limited UpheldInsuranceDRN-4091300 The complaint Mr H and Mr B have complained that, after Mr B’s car was deemed a total loss, esure Insurance Limited settled the claim for only the amount outstanding on finance, rather than the market value of the car. What happened In summer 2021, Mr B bought a new car on a pe... (2 pages)View decision -
Decision Reference DRN-3915918
2 May 2023 Charles Stanley & Co Ltd UpheldPensions and AnnuitiesDRN-3915918 The complaint Mr V complains about pension advice provided by Charles Stanley & Co Ltd (CS). What happened The events that occurred aren’t disputed by either party. So, I’ll only briefly summarise here insofar as setting out the basic relevant facts. Mr V met with CS in 202... (4 pages)View decision