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 4395 results
-
Decision Reference DRN9046250
28 Mar 2019 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr M is complaining about the customer service he’s received from Advantage Insurance Company Limited (Advantage) on his car insurance policy.backgroundMr M had a car insurance policy with Advantage for a number of years. In April 2015 he was involved in a non-fault ... (5 pages)View decision -
Decision Reference DRN1120411
25 Apr 2014 Santander UK Plc Not upheldBanking and creditMr and Mrs R complain that, when they ended their mortgage with Santander UK plc, they were charged a mortgage administration fee by Santander and a further fee by their solicitor.backgroundMr and Mrs R had a mortgage with Santander. At the end of the loan, they were required by th... (3 pages)View decision -
Decision Reference DRN2886470
18 May 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)A has complained about UK Insurance Limited and its decision not to pay a claim for the total loss of a car insured under the terms of its Motor Trade Road Risks policy. backgroundA, a premium car sales company, said it had been given a car owned by Mr J to sell. M... (3 pages)View decision -
Decision Reference DRN7636632
28 Feb 2014 The Society of Lloyd's Not upheldInsurance (excluding PPI)The complaint is against The Society of Lloyd’s and relates to the rejection of a claim for theft and loss that was made under a Home & Holiday Home insurance.backgroundI issued a provisional decision on 21 January 2014. An extract is attached and forms part of this final decision.I... (4 pages)View decision -
Decision Reference DRN-3132439
23 Aug 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldPensions and AnnuitiesDRN-3132439 The complaint Ms C has complained, with the help of a professional third party, about the transfer of her Sun Life Assurance Company of Canada (U.K.) Limited, trading as Sun Life Financial of Canada (‘SLOC’), personal pension to a small self-administered scheme (“SSAS”) in O... (12 pages)View decision -
Decision Reference DRN-5395568
8 Apr 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5395568 The complaint Mrs R complain about the quality of service from their insurer, Acromas Insurance Company Limited (Acromas), under their breakdown cover in respect of breakdowns to their vehicle while on a trip overseas. References to Acromas in this decision include their ag... (5 pages)View decision -
Decision Reference DRN-4899703
16 Jul 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4899703 The complaint Mrs R complains that the decision of Santander Consumer (UK) Plc (“Santander”) to default and terminate her conditional sale agreement was unfair. What happened I issued a provisional decision on this complaint in May 2024. In that decision I explained why I th... (5 pages)View decision -
Decision Reference DRN-4855916
19 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4855916 The complaint Mr P, Mrs B and Mr K complain that Monzo Bank Ltd (‘Monzo’) won’t refund the money that was lost as the result of a scam. What happened The account is in Mr P’s name and he made all of the payments to the scam. However, payment six was funded by Mrs B and payments... (6 pages)View decision -
Decision Reference DRN7104575
2 Nov 2017 BISL Limited Not upheldInsurance (excluding PPI)Mr S believes BISL Limited mis-sold him his car insurance policy. He’s also unhappy he couldn’t access his policy documents online, and the branding of the policy he took out.backgroundMr S took out his motor insurance policy through a comparison website. The website... (3 pages)View decision -
Decision Reference DRN-4501389
27 Feb 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4501389 The complaint Mr S complains Tesco Personal Finance PLC trading as Tesco Bank sent him a new credit card but didn’t initially explain why. What happened When Mr S received a new credit card he believed it was because his existing credit card was due to expire. He’s then found o... (2 pages)View decision
