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
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Decision Reference DRN-3979812
27 Feb 2023 QIC Europe Ltd UpheldInsuranceDRN-3979812 The complaint Mr W complains about QIC Europe Ltd (QIC), declining a claim under his home insurance policy for damage to his property caused by bad weather. QIC use agents to administer the policy and to assess claims. Reference to QIC includes these agents. What happened In Fe... (7 pages)View decision -
Decision Reference DRN-3921846
27 Feb 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-3921846 The complaint Mr B complains that Advantage Insurance Company Limited mishandled a claim on his motor insurance policy. What happened The subject matter of the claim and complaint is a luxury car, first registered in 2002. Mr B acquired the car in about 2018. For the year from ... (3 pages)View decision -
Decision Reference DRN-3988999
27 Feb 2023 QIC Europe Ltd UpheldInsuranceDRN-3988999 The complaint L, a limited company, complains that QIC Europe Ltd failed to consider its claim correctly under its commercial business protection insurance policy. L is represented by their broker, but I’ve referred to their representative’s submissions as L’s own for ease of r... (3 pages)View decision -
Decision Reference DRN-3936246
27 Feb 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3936246 The complaint Miss S complains that a car she was financing through an agreement with Moneybarn No. 1 Limited, was not of satisfactory quality and, when it cancelled the agreement, she wasn’t fairly charged for her usage. What happened Miss S entered a conditio... (3 pages)View decision -
Decision Reference DRN-3988910
27 Feb 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-3988910 The complaint Mr H is unhappy that Accredited Insurance (Europe) Ltd declined a claim made under his motor insurance policy. He is also concerned with the time taken to progress his claim. References to Accredited Insurance include its representatives. What happened Mr H has ex... (5 pages)View decision -
Decision Reference DRN-3654572
27 Feb 2023 1plus1 Loans Limited UpheldConsumer CreditDRN-3654572 The complaint Miss D complains about a loan given to her by 1Plus1 Loans Limited. What happened In 2018, Miss D applied for a loan of £6,000 from 1Plus1 to consolidate other debts. This was declined but 1Plus1 offered her £4,000 instead for the same purpose. Miss D accepted tha... (4 pages)View decision -
Decision Reference DRN-3975191
27 Feb 2023 Santander UK Plc UpheldMortgagesDRN-3975191 The complaint This complaint is about an interest-only mortgage Ms D holds with Santander UK Plc, which was due for repayment in February 2022. The gist of Ms D’s complaint is she wanted a term extension and a new fixed rate deal, but Santander told her she needed to vary the c... (5 pages)View decision -
Decision Reference DRN-3921009
27 Feb 2023 Bank of Scotland Plc UpheldMortgagesDRN-3921009 The complaint This complaint is about a Halifax-branded mortgage Mrs and Mr S held until recently with Bank of Scotland plc (BOS). They’re unhappy because they say that BOS misled them into thinking they could continue paying interest at a fixed rate in the period between the e... (2 pages)View decision -
Decision Reference DRN-3974961
25 Feb 2023 AXA France IARD UpheldInsuranceDRN-3974961 The complaint Mrs L complains that AXA France IARD mis-sold payment protection insurance (‘PPI’) to her alongside a store card. I know Mrs L bought PPI in a store, but AXA has accepted responsibility for the sale of PPI. To keep things simple, I’ll refer to AXA for the rest of ... (2 pages)View decision -
Decision Reference DRN-3988328
24 Feb 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3988328 The complaint Mr J complains that he received poor service from HSBC UK Bank Plc (HSBC) in connection with disputed transactions on his credit card. What happened Mr J had a credit card from HSBC. His account been subjected to several frauds in the past. In April 2021, transact... (3 pages)View decision