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 4569 results
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Decision Reference DRN2593093
30 Apr 2019 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr R complains about the level of cover provided by Allianz Insurance Plc (Allianz).backgroundMr R held a warranty policy with Allianz. After his vehicle had reached 100,000 miles on the clock the level of cover reduced to exclude claims relating to wear and tear. Mr ... (2 pages)View decision -
Decision Reference DRN4303340
20 Sep 2017 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Miss C is unhappy because AXA Insurance UK Plc won’t apply the ‘Uninsured Driver Promise’ to a recent claim.All references to AXA include its claims handlers. backgroundMiss C had an accident while reversing out of a parking space. After investigation by AXA it was ... (2 pages)View decision -
Decision Reference DRN-4563327
17 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4563327 The complaint Mrs M complained because Santander UK Plc refused to refund her for a transaction she said she didn’t make. What happened On 12 April 2023, there was a payment from Mrs M’s account to a banking services company. It was for the sterling equivalent of ... (5 pages)View decision -
Decision Reference DRN8289978
9 Sep 2016 Catalyst Housing Group Limited Not upheldBanking and creditMs K complains that Catalyst Housing Group Limited will not allow her to buy out its interest if she pays the original value of the loan.backgroundMs K has a repayment mortgage with another lender and an equity loan with Catalyst on her house. She believes that as i... (2 pages)View decision -
Decision Reference DRN0685792
18 Mar 2015 Cabot Financial (Europe) Limited Not upheldBanking and creditIn summary, Mr D complains about adverse information which was added to his credit file in respect of a debt currently owned by Cabot Financial (Europe) Limited. He says that this has meant he lost out on a mortgage offer and it has caused him a great deal of distre... (2 pages)View decision -
Decision Reference DRN3362299
23 May 2013 Bank of Scotland Plc UpheldBanking and creditMrs L has complained about the service that she has received from Bank of Scotland plc (trading as Halifax) following the death of her husband in 2008.background Mrs L holds a mortgage and a secured loan with Halifax. Originally these were in the joint names of Mrs L and her late hus... (2 pages)View decision -
Decision Reference DRN9773471
20 Mar 2014 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mr Q complains that Zurich Insurance plc cancelled his motor insurance policy. He says that – after a claim on that policy – Zurich charged him £150 extra for another policy.backgroundMr Q took out a policy online and paid an annual premium of about £268. Zurich later cancelled it. Mr Q t... (2 pages)View decision -
Decision Reference DRN4614628
2 Dec 2014 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr G complains that the valuation of and offer for his vehicle by AXA Insurance UK Plc under his motor insurance policy is too low. backgroundMr G had a motor insurance policy with AXA. He was involved in an accident and his car was deemed uneconomical to repair. AXA has offered to pay £... (2 pages)View decision -
Decision Reference DRN2216622
29 Feb 2016 Royal & Sun Alliance Insurance Plc Not upheldInsurance (excluding PPI)Mr D’s complaint is about the registration by Royal & Sun Alliance Insurance Plc of a claim under his Let Property Policy. backgroundMr D called RSA’s agent because he didn’t have a copy of his policy and wanted to understand whether he could make a claim for... (2 pages)View decision -
Decision Reference DRN2188776
28 May 2013 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr K has complained about the issues that have arisen following his accident and claim on his motor policy. A County Court Judgement (CCJ) had been registered against him due to the delay by Advantage Insurance Company Limited in the settlement of the third party’s claim. A High Cour... (2 pages)View decision
