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 4361 results
-
Decision Reference DRN-4811770
7 Aug 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4811770 The complaint Miss D has complained about the way Ageas Insurance Limited trading as Ageas dealt with a claim she made under her car insurance policy. What happened Miss D was involved in an incident and her car was damaged. She reported the incident to her insurer Ageas. M... (4 pages)View decision -
Decision Reference DRN-5175773
28 Nov 2024 First Central Underwriting Limited UpheldInsuranceDRN-5175773 The complaint Mr S complains about problems renewing his car insurance policy provided by First Central Underwriting Limited. During the events of this complaint, First Central Underwriting Limited were known by its previous registered company name of Skyfire Insurance Comp... (3 pages)View decision -
Decision Reference DRN5046609
29 Sep 2020 Phoenix Wealth Services Limited UpheldInvestment and pensionsComplaintMr and Mrs P have complained that after setting up their Family SunTrust, Phoenix Wealth Services Limited (Phoenix), previously known as AXA Wealth Services Limited (AXA) withdrew an important facility of the scheme - the non-proportionate allocation of investment growth facility.... (6 pages)View decision -
Decision Reference DRN-4965578
29 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4965578 The complaint Mr D complains about how AXA Insurance UK Plc (AXA) has handled a claim on his motor insurance policy. Mr D’s complaint has been brought by a representative. Any references to Mr D include the comments of his representative. Reference to AXA includes its agents... (4 pages)View decision -
Decision Reference DRN-5001640
4 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5001640 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited unfairly declined a claim under his motor insurance policy for the theft of his car, cancelled his policy retaining the premiums, and registered a fraud marker against him. Where I refer to Admiral, thi... (4 pages)View decision -
Decision Reference DRN-4551108
12 Feb 2024 The Co-operative Bank Plc Not upheldConsumer CreditDRN-4551108 Complaint Mr D has complained about a loan that The Co-Operative Bank Limited Plc (“Co-op”) provided to him. In effect, he says that the loan was unaffordable and so he should never have been lent to. Background Co-op provided Mr D with a Professional and Career Development loa... (3 pages)View decision -
Decision Reference DRN-4654016
29 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4654016 The complaint Mr M has complained that Bank of Scotland plc (trading as Halifax) registered a marker against him at CIFAS, the national fraud database. What happened In 2019, Mr M received £4,750 in bank transfers, which he then quickly withdrew in cash or transferred to an acc... (3 pages)View decision -
Decision Reference DRN3088657
21 Mar 2014 HSBC Bank plc UpheldBanking and creditMr N complains that HSBC Bank plc should remove a default from his credit file and pay him compensation.background Around the time their marriage broke down, Mr N and his wife had an overdrawn joint account with HSBC. Mr N says that - without warning - HSBC registered a default which ... (3 pages)View decision -
Decision Reference DRN-5031574
9 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5031574 The complaint Mr B has complained about the way Santander UK Plc handled fraud. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Fraudsters stole Mr B’s identity, set up a mail redirect, opened a Santander account in his name, and ... (3 pages)View decision -
Decision Reference DRN-4476925
22 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4476925 The complaint Mr C complains that when he redeemed his mortgage with Bank of Scotland plc trading as Halifax it failed to return to him the title deeds to his property. Mr C said he’d complained about this since, but Halifax just wasn’t looking for the documents it had lost. Wh... (3 pages)View decision
