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 370149 results
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Decision Reference DRN-5115924
9 Dec 2024 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5115924 The complaint Mr H complains about the amount that he had to pay to Volvo Car Financial Services UK Limited to settle the conditional sale agreement under which a car was supplied to him and about the information that he was given. What happened A used car was supplied to Mr... (3 pages)View decision -
Decision Reference DRN-5199613
9 Dec 2024 Amtrust Europe Limited UpheldInsuranceDRN-5199613 The complaint Mr S and Mrs Z complain that Amtrust Europe Limited unfairly declined their home insurance claim after an escape of water from their underfloor heating system. Mrs Z is a joint policyholder but I’ll mainly refer to Mr S in my decision because he referred the c... (4 pages)View decision -
Decision Reference DRN-5140155
9 Dec 2024 UCB Home Loans Corporation Ltd Not upheldMortgagesDRN-5140155 The complaint Mr M complains that UCB Home Loans Corporation Ltd has not fairly considered his request to extend the term on his mortgages. What happened Mr M has two mortgages with UCB on two different properties. He initially took a mortgage on each property in 2003, and t... (3 pages)View decision -
Decision Reference DRN-5055691
9 Dec 2024 AWP P&C S.A. Not upheldInsuranceDRN-5055691 The complaint Mrs O has complained that AWP P&C S.A. declined a claim she made on a travel insurance policy. Mrs O is being represented by a family member. However, for ease, I will just be referring to Mrs O in this decision. What happened Mrs O was abroad in February... (3 pages)View decision -
Decision Reference DRN-5147077
9 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5147077 The complaint Ms M complained that Aviva Insurance Limited (“Aviva”) unfairly declined their claim for damage to her property’s roof during a storm. Aviva were providing a home insurance policy. What happened Ms M made a claim to Aviva after a storm damaged the roof of her p... (3 pages)View decision -
Decision Reference DRN-5064639
9 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5064639 The complaint Mr W complains that Accredited Insurance (Europe) Ltd voided his home insurance policy and refused to pay his claim. This complaint involves the actions of agents for whom Accredited is responsible. Any reference to Accredited includes its agents. What happen... (4 pages)View decision -
Decision Reference DRN-5041234
9 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5041234 The complaint Miss D complains that Nationwide Building Society blocked her account when it had concerns about a payment she tried to make from it. What happened In or about February 2024 Miss D signed up for a course with a company, which I’ll call “A”. The details are limi... (3 pages)View decision -
Decision Reference DRN-4758109
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4758109 The complaint E, a limited company, complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected it from losing money it paid to one of HSBC’s customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everyt... (2 pages)View decision -
Decision Reference DRN-4929000
9 Dec 2024 TenetLime Ltd Not upheldMortgagesDRN-4929000 The complaint The estate of Mr M complains that TenetLime Ltd gave unsuitable advice to Mr M to remortgage his property. What happened Mr M met with a broker authorised by TenetLime in November 2018. A residential mortgage questionnaire was completed which showed Mr M was re... (6 pages)View decision -
Decision Reference DRN-4809106
9 Dec 2024 AXA Insurance Plc Not upheldInsuranceDRN-4809106 The complaint Mrs M complains about AXA Insurance Plc’s (AXA) handling of a home insurance claim. What happened Mrs M insured her house with AXA. In 2022, her house was damaged by an escape of water caused by a burst pipe and she made a claim. AXA agreed the claim was covere... (3 pages)View decision
