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 120614 results
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Decision Reference DRN-4653615
6 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4653615 The complaint Mr C complained about esure Insurance Limited’s handling of his claim under his motor insurance policy. What happened In about October 2021 Mr C’s car was hit by another car while it was stationary in a car park. Mr C was in it at the time, and he was injured. Mr ... (4 pages)View decision -
Decision Reference DRN-4838170
6 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4838170 The complaint Ms D has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under a home insurance policy. What happened Ms D had a fire in her home. So, she contacted Accredited to make a claim. Ms D later complained, as she was concerned ab... (7 pages)View decision -
Decision Reference DRN-4836104
6 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4836104 The complaint Mrs C complains that Santander UK Plc told her she could cancel a new fixed interest rate deal which was about to be applied to her mortgage, then applied it anyway. Mrs C said she needs to go elsewhere for lending, and Santander’s actions have cost her a lot of m... (4 pages)View decision -
Decision Reference DRN-4798657
6 Jun 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4798657 The complaint Mr N has complained that Fairmead Insurance Limited declined a claim he made on his buildings insurance policy. Reference to Fairmead includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise th... (4 pages)View decision -
Decision Reference DRN-4835291
6 Jun 2024 The Co-operative Bank Plc UpheldMortgagesDRN-4835291 The complaint Ms K complains that The Co-operative Bank Plc (“Co-op”) isn’t administering her offset mortgage how she wants. She says the mortgage is now fully offset by her savings, and she wants Co-op to use the interest on her savings to cover her monthly mortgage payments. ... (5 pages)View decision -
Decision Reference DRN-4036485
6 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4036485 The complaint Mrs D has complained about Creation Consumer Finance Ltd’s (‘Creation’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking in to account Section 140.A (... (5 pages)View decision -
Decision Reference DRN-4771906
6 Jun 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4771906 The complaint TSB Bank plc admitted providing poor service to Mr K when it delayed updating account information, which impacted on Mr K’s credit file. Mr K complains that the proposed compensation amount is insufficient redress for what happened. What happened Around February 2... (4 pages)View decision -
Decision Reference DRN-4837753
6 Jun 2024 National Westminster Bank Plc UpheldMortgagesDRN-4837753 The complaint Ms M complained that National Westminster Bank Plc had agreed to waive her monthly mortgage payments while she was out of work. But then it recorded her as missing payments after this. Ms M said she lost her job because this was on her credit file. What happened M... (9 pages)View decision -
Decision Reference DRN-4549032
6 Jun 2024 Amtrust Europe Limited UpheldInsuranceDRN-4549032 The complaint The estate of Ms D complain that Amtrust Europe Limited unfairly declined a claim under their residential property owner insurance policy. What happened The detailed background to this complaint is well known to both parties, so I’ll only summarise the key events ... (3 pages)View decision -
Decision Reference DRN-4727896
6 Jun 2024 HDI Global Specialty SE UpheldInsuranceDRN-4727896 The complaint E, a limited company, complains that HDI Global Specialty SE rejected a claim on its commercial property insurance policy and said the policy was void. Mr H, who is a director of E, brings the complaint on E’s behalf. What happened E owns a property with several f... (3 pages)View decision
