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 370904 results
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Decision Reference DRN-5201047
18 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5201047 The complaint This complaint is about a mortgage in the joint names of Mr and Mrs M taken out with Santander UK Plc. Mrs M, who has brought the complaint with the consent of Mr M, is unhappy that, after Santander told her a 30-day hold would be put on the account, a possess... (3 pages)View decision -
Decision Reference DRN-5168777
18 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5168777 The complaint Mr C complains about the service and communication provided by UK Insurance Limited (UKI) after he made a claim on his motor insurance policy. What happened Mr C and his family returned from a holiday to find that he had left his car’s key abroad. He was at an... (2 pages)View decision -
Decision Reference DRN-5219537
18 Dec 2024 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5219537 The complaint Mr M has complained about a transfer of his Scottish Equitable Plc trading as AEGON personal pension to a small self-administered scheme (SSAS 1 ) around the end of August 2014. Mr M’s SSAS was subsequently used to invest in a hotel development overseas. The in... (13 pages)View decision -
Decision Reference DRN-5161570
18 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5161570 The complaint Miss O complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened In September 2021 Miss O applied for a balance transfer credit card with Fluid. In her applica... (3 pages)View decision -
Decision Reference DRN-5162485
18 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5162485 The complaint Miss N complains that Advantage Insurance Company Limited (Advantage) unfairly declined her claim and avoided (treated it as though it never existed), her home buildings and contents insurance policy. What happened In February 2023 Miss N discovered that a gar... (4 pages)View decision -
Decision Reference DRN-5217635
18 Dec 2024 Covea Insurance plc UpheldInsuranceDRN-5217635 The complaint Mr M complains that Covea Insurance plc (“Covea”) misled him about hire car costs after he made a claim on his car insurance policy. What happened On 11 May 2023, Mr M’s car was damaged following a road traffic accident involving another car. Mr M reported the... (5 pages)View decision -
Decision Reference DRN-4974669
18 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4974669 The complaint Mr and Mr D are unhappy with the way Admiral Insurance (Gibraltar) Limited (“Admiral”) handled their claim for damage caused by damp. The buildings and contents insurance policy was underwritten by Admiral and held in joint names. For ease of reading, I’ll refe... (4 pages)View decision -
Decision Reference DRN-5188095
18 Dec 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5188095 The complaint B has complained that Marshmallow Insurance Limited has avoided the van insurance policy covering a van belonging to it. B is represented by Mr Z, who is a director. What happened Mr Z took out a policy in May 2023 in his own name covering a van which belonged ... (3 pages)View decision -
Decision Reference DRN-5199818
18 Dec 2024 Inclusive Finance Limited UpheldConsumer CreditDRN-5199818 The complaint Mr M has complained that Inclusive Finance Limited trading as Creditspring (“Creditspring”) gave him a loan without properly considering his finances. Mr M says that had further checks been made Creditspring would’ve concluded he couldn’t afford to repay the re... (5 pages)View decision -
Decision Reference DRN-5220112
18 Dec 2024 Interactive Investor Services Limited UpheldPensions and AnnuitiesDRN-5220112 The complaint Mr M is unhappy with the service he received from Interactive Investor Services Limited (Interactive Investor) which he says led to him missing out on taking tax-free cash. What happened Mr M has a self-invested personal pension (SIPP) with Interactive Investo... (11 pages)View decision
