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 120469 results
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Decision Reference DRN-3435708
21 Apr 2022 Aviva Insurance Limited UpheldInsuranceDRN-3435708 The complaint Mrs M had touring caravan insurance underwritten by Aviva Insurance Limited (Aviva). She complains that Aviva didn’t offer her enough to replace her caravan when it was badly damaged. The complaint against Aviva includes other companies acting on its behalf. What ... (4 pages)View decision -
Decision Reference DRN-3426037
21 Apr 2022 Target Servicing Limited UpheldMortgagesDRN-3426037 The complaint Mr and Mrs S have complained that Target Servicing Limited has made an error in relation to the collection of a monthly fee on their help-to-buy (HTB) loan, but is continuing to hold them liable for the amounts it failed to collect. What happened In 2017 Mr and Mr... (2 pages)View decision -
Decision Reference DRN-3334295
21 Apr 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3334295 The complaint Mrs Z and Miss Z are unhappy because Great Lakes Insurance SE (Great Lakes) declined their travel insurance claim. Any reference to Great Lakes includes all its agents. What happened Mrs Z and Miss Z took out a single trip travel insurance policy, which was underw... (4 pages)View decision -
Decision Reference DRN-3376271
21 Apr 2022 Santander UK Plc UpheldMortgagesDRN-3376271 The complaint Miss H complains that Santander UK Plc approved a payment holiday and a rate switch on a joint mortgage without her consent. What happened Miss H has a joint mortgage with Santander which has been in place since 2007. Miss H has told us that in 2016 she made Santa... (5 pages)View decision -
Decision Reference DRN-3240589
21 Apr 2022 Zurich Assurance Ltd UpheldInvestmentsDRN-3240589 The complaint Mrs A is represented by a claims management company (‘CMC’) in bringing her complaint. The CMC says Mrs A was sold a ten-year savings policy by Zurich Assurance Ltd which was not appropriate for her circumstances. Specifically, it says Mrs A did not need the life ... (5 pages)View decision -
Decision Reference DRN-3441537
21 Apr 2022 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-3441537 The complaint Mr and Mrs H complained that data recorded incorrectly by Ocaso SA, Compania de Seguros y Reaseguros (“Ocaso”) unfairly impacted the cost of their home insurance. What happened Mr and Mrs H made a claim on their policy when their roof leaked. Ocaso validated the d... (3 pages)View decision -
Decision Reference DRN-3205249
21 Apr 2022 Tandem Bank Limited UpheldBanking and PaymentsDRN-3205249 The complaint Mr W is unhappy that Tandem Bank Limited (‘Tandem’) will not refund him for flights he purchased using his Tandem credit card. What happened Mr W bought return flights from a travel agent (‘the Agent’) in October 2019 using his Tandem credit card for £1,284.24. In... (4 pages)View decision -
Decision Reference DRN-3121562
21 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3121562 The complaint Miss W complained that NewDay Ltd lent irresponsibly when providing her with two credit cards. What happened Miss W applied for the first credit card online in August 2016. Her application data included that she was a part-time contractor earning £9,600 a year. Ne... (6 pages)View decision -
Decision Reference DRN-3434128
21 Apr 2022 Creative Finance Corp Ltd UpheldConsumer CreditDRN-3434128 The complaint Miss M has complained that Creative Finance Corp Ltd trading as Motorkitty was irresponsible to have agreed credit for her. What happened Motorkitty provided Miss M with a loan of £1,500 in December 2017. The total amount of £2,737 including interest and charges w... (5 pages)View decision -
Decision Reference DRN-3429152
21 Apr 2022 Santander UK Plc UpheldMortgagesDRN-3429152 The complaint Mr K is unhappy that Santander UK Plc declined his mortgage application then recorded a marker against him on a fraud prevention database. What happened Mr K made an online application with Santander on 1 March 2019 for a mortgage to purchase a property. Santander... (3 pages)View decision
