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 369228 results
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Decision Reference DRN-5015190
19 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5015190 The complaint Miss B and Mr I complain Royal & Sun Alliance Insurance Limited handled their home insurance claim poorly. What happened In February 2024 Miss B and Mr I’s home and contents were damaged following a fire in a neighbouring property. They claimed for the los... (3 pages)View decision -
Decision Reference DRN-5156716
19 Nov 2024 Wakam UpheldInsuranceDRN-5156716 The complaint Mr B complains that Wakam didn’t renew his commercial van insurance policy and as a result, he had to buy cover at short notice elsewhere and lost earnings. What happened Mr B had a commercial van insurance policy which covered him using his van for his busine... (5 pages)View decision -
Decision Reference DRN-5156163
19 Nov 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5156163 The complaint Mr P complained about Tesco Personal Finance PLC trading as Tesco Bank (Tesco) in regards to a direct debit (DD) instruction after he switched his bank account to a new provider who I’ll refer to as B. What happened I set out the background and my provisional ... (3 pages)View decision -
Decision Reference DRN-4940495
19 Nov 2024 Santander UK Plc Not upheldMortgagesDRN-4940495 The complaint Miss M’s complaint is that Santander UK Plc has incorrectly registered a fraud marker against her on the National Hunter database. To settle the complaint Miss M wants the marker recorded against her to be removed by Santander. What happened I won’t set out t... (3 pages)View decision -
Decision Reference DRN-5155491
19 Nov 2024 Cia Insurance Services Limited Not upheldInsuranceDRN-5155491 The complaint Mr T has complained about Cia Insurance Services Limited’s (Cia Insurance’s) administration of one of his insurance policies. Mr T doesn’t believe the compensation offered is sufficient to make up for Cia Insurance’s failings. What happened Mr T was given a cus... (3 pages)View decision -
Decision Reference DRN-5122151
19 Nov 2024 The Co-operative Bank Plc Not upheldMortgagesDRN-5122151 The complaint This complaint is about a mortgage Mrs and Mr B hold with The Co-operative Bank Plc trading as Britannia. The essence of the complaint is that Britannia returned a direct debit payment to their current account by cheque, and then reduced the amount of subseque... (3 pages)View decision -
Decision Reference DRN-5138683
19 Nov 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5138683 The complaint Mrs E complains that AXA PPP Healthcare Limited mis-sold a private health insurance policy to her and acted unfairly when it declined her claim. What happened Mrs E is represented by a family member. But for simplicity, I’ve only referred to Mrs E in my decisi... (3 pages)View decision -
Decision Reference DRN-5096868
19 Nov 2024 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5096868 The complaint Mrs and Mr M complain about how Alwyn Insurance Company Limited chose to settle a claim against their motor insurance policy. What happened Mr M was a named driver on Mrs M’s insurance policy. He had a minor collision with another vehicle in a supermarket car p... (2 pages)View decision -
Decision Reference DRN-5154259
19 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5154259 The complaint Mr G has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (6 pages)View decision -
Decision Reference DRN-5156332
19 Nov 2024 J D Williams & Company Limited Not upheldConsumer CreditDRN-5156332 The complaint Ms M complains that J D Williams & Company Limited (JDW) was irresponsible in its lending to her. She wants all interest and charges to be refunded along with statutory interest and any adverse information to be removed from her credit file. Ms M is represe... (4 pages)View decision
