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 125400 results
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Decision Reference DRN-4960227
18 Nov 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4960227 The complaint Ms C complains about the way Highway Insurance Company Limited (“HICL”) handled a claim she made on her home insurance policy for damage caused by subsidence. What happened Ms C has had a subsidence claim ongoing with HICL for a number of years. Unhappy with ho... (4 pages)View decision -
Decision Reference DRN-5064890
18 Nov 2024 Tandem Home Loans Ltd UpheldMortgagesDRN-5064890 The complaint Mrs B complains that Tandem Home Loans Ltd gave her a secured loan without adequately checking if it was affordable. What happened In 2018, Mrs B took out a secured second charge loan with 1 st Stop Home Loans, which is now called Tandem. I will refer to Tandem... (5 pages)View decision -
Decision Reference DRN-5104414
18 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5104414 Complaint Miss P has complained that Nationwide Building Society (“Nationwide”) continued to allow her to use her overdraft over an extended period and even when she was in financial difficulty. Background One of our investigators looked at Miss P’s complaint and thought th... (4 pages)View decision -
Decision Reference DRN-5085267
18 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5085267 The complaint Mr C complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim under his car insurance policy. What happened Mr C’s car was involved in an accident in April 2024, and he made a claim with Admiral under his car insurance policy. Admiral declare... (3 pages)View decision -
Decision Reference DRN-5115636
18 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5115636 Complaint Mr P is unhappy with what that Santander UK Plc (“Santander”) has agreed to do to put things right for him after it agreed that it shouldn’t have allowed him to continue using his overdraft in the way that he did from March 2019 onwards. Background After receiving... (4 pages)View decision -
Decision Reference DRN-5114030
18 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5114030 Complaint Mrs H has complained about a credit card and subsequent limit increases which NewDay Ltd (trading as “Aqua”) provided to her. She says the account was unaffordable. Background Aqua provided Mrs H with a credit card which had a credit limit of £250 in December 2012... (3 pages)View decision -
Decision Reference DRN-5104970
17 Nov 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-5104970 The complaint Mr R complains about the way Alwyn Insurance Company Limited (“Alwyn”) handled a claim made under his insurance policy. What happened Mr R made a claim to his insurer, Alwyn, under his Landlord Home Emergency policy, when his tenants reported water ingress comi... (6 pages)View decision -
Decision Reference DRN-5096018
15 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5096018 The complaint Mrs B has complained that she couldn’t access her account for around two weeks after she switched her account to Barclays Bank UK PLC (“Barclays”). What happened Mrs B switched her current account to Barclays, and although she’d downloaded Barclays’ banking app... (3 pages)View decision -
Decision Reference DRN-5133144
15 Nov 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5133144 The complaint Mr and Mrs H have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. What happened Mr and Mrs H were on a trip abroad in November 2023 when Mrs H suffered a serious medical event and needed to be hospital... (3 pages)View decision -
Decision Reference DRN-4986182
15 Nov 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4986182 The complaint Mr D complains about the way St. James's Place Wealth Management Plc (SJP) have treated him and managed their advisory relationship. In particular, he feels they have unfairly removed the service they were providing him. What happened Mr D has an investmen... (2 pages)View decision
