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 360982 results
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Decision Reference DRN-4935401
2 Oct 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4935401 The complaint Mr F and Mrs F have complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim under their home insurance policy. What happened Mr F and Mrs F contacted RSA to make a claim for storm damage. RSA sent a surveyor to inspect the da... (4 pages)View decision -
Decision Reference DRN-5057429
2 Oct 2024 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-5057429 The complaint Mrs O’s complaint is, in essence, that Oplo PL Ltd 1 (‘Oplo’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (the ‘CCA’) and (2) deciding against paying a claim un... (10 pages)View decision -
Decision Reference DRN-4750080
2 Oct 2024 Secure Trust Bank Plc UpheldBanking and PaymentsDRN-4750080 The complaint Mr R complains Secure Trust Bank Plc frustrated and confused his efforts to partially reinvest a sum of cash he held on deposit with the firm. What happened Mr R held a fixed rate bond with Secure Trust that was due to mature on 9 November 2023. In the weeks ... (5 pages)View decision -
Decision Reference DRN-5031208
2 Oct 2024 Inter Partner Assistance SA UpheldInsuranceDRN-5031208 The complaint Mr and Mrs C complain about how Inter Partner Assistance SA (IPA) settled their travel insurance claim. My references to IPA include its agents. What happened Mr and Mrs C had single trip ‘Gold’ level travel insurance. IPA was the insurer for most of the polic... (3 pages)View decision -
Decision Reference DRN-4987964
2 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4987964 The complaint Ms M and Mr M have complained that when they called about a claim under their motor insurance policy Liverpool Victoria Insurance Company Limited (LV) did not explain that the replacement car they were going to be provided with would be on credit hire and what ... (2 pages)View decision -
Decision Reference DRN-4998768
2 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4998768 The complaint Miss M complains that Santander UK Plc reported missed payments to the credit reference agencies even though she made payments to her account. What happened Miss M holds a bank account with Santander. In March 2024 Miss M set up an arrangement to pay the overdr... (3 pages)View decision -
Decision Reference DRN-5057919
2 Oct 2024 Covea Insurance plc UpheldInsuranceDRN-5057919 The complaint Mrs H complains that Covea Insurance plc have voided her policy and declined her claim following a burglary What happened Mrs H took out a buildings and contents policy with Covea through a comparison website in 2021 and renewed it in 2022. In January 2023 Mrs... (4 pages)View decision -
Decision Reference DRN-4907765
2 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4907765 The complaint L is a company, which has been represented in bringing this complaint by its directors, Mr W and Mr H. L complains that Santander UK Plc wrongly blocked its account without notice while it carried out a review. What happened In February 2024 Santander contacted... (2 pages)View decision -
Decision Reference DRN-4980453
2 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4980453 The complaint Mr C complains that a loan provided by Shawbrook Bank Limited (“Shawbrook”) is unenforceable, as the credit intermediary who arranged it wasn’t authorised to do so. What happened In December 2019 (the “Time of Sale”), Mr C (jointly with his wife) purchased a ti... (3 pages)View decision -
Decision Reference DRN-4947418
2 Oct 2024 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-4947418 The complaint Mrs R is unhappy that Scottish Friendly Assurance Society Limited declined a claim made on her husband’s life and critical illness insurance policy (‘the policy’) after he died. Mrs R is the trustee of the trust set up for the policy benefit. I’ll refer to Mr... (3 pages)View decision
