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 375119 results
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Decision Reference DRN-5287241
30 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5287241 The complaint Miss W is unhappy with the way Watford Insurance Company Europe Limited (Watford) handled the repair of her vehicle after she made a claim on her motor insurance policy. What happened The details of this complaint will be well known to both parties so I’ve summ... (4 pages)View decision -
Decision Reference DRN-5236167
30 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5236167 The complaint Ms A complains about the way Royal & Sun Alliance Insurance Limited (RSA) handled a claim she made on her home insurance policy. She says RSA discriminated against her and this caused delays in completing works. What happened Ms A made an escape of water c... (3 pages)View decision -
Decision Reference DRN-5198921
30 Jan 2025 Sesame Limited UpheldPensions and AnnuitiesDRN-5198921 The complaint Mr W complains that Sesame Limited (Sesame) mis-sold him a Free Standing Additional Voluntary Contribution (FSAVC) pension plan causing him losses. He wants compensation for his losses. Mr W is represented in his complaint by a claims management company (CMC) ... (5 pages)View decision -
Decision Reference DRN-5289549
30 Jan 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5289549 The complaint Mr C complains that Mitsubishi HC Capital UK Plc, trading as Novuna Personal Finance, irresponsibly lent to him. What happened Mr C took out a 60-month fixed term loan for £9,500 from Novuna on 10 March 2023. The monthly repayments were £282.51 and the total r... (3 pages)View decision -
Decision Reference DRN-5296051
30 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5296051 The complaint Mr H complains that esure Insurance Limited (“esure”) unfairly reduced its settlement payment due to a motoring conviction - and valued his car below its market value after it was stolen under his motor insurance policy. What happened Mr H’s car was stolen in ... (5 pages)View decision -
Decision Reference DRN-5295805
30 Jan 2025 Santander UK Plc UpheldMortgagesDRN-5295805 The complaint Mr R and Ms R complain that Santander UK Plc unfairly added legal fees to the redemption statement on their mortgage account. What happened Mr R and Ms R have a mortgage with Santander. The term ended in April 2021 and was extended. Santander says that after be... (3 pages)View decision -
Decision Reference DRN-5262755
30 Jan 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5262755 The complaint Miss C has complained about the handling of a claim under her mobile phone insurance policy with Assurant General Insurance Limited. What happened Miss C contacted Assurant in August 2024, as her phone was damaged and she wanted to claim for the repair. Assuran... (3 pages)View decision -
Decision Reference DRN-5155365
30 Jan 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5155365 The complaint Mr J complains about the service he received from HSBC UK Bank Plc, following over payments he made towards his personal loan account. He feels they failed to comply with sections 94 and 95 of the Consumer Credit Act (1974) when calculating his ongoing interest... (4 pages)View decision -
Decision Reference DRN-5293705
30 Jan 2025 London and Country Mortgages Ltd UpheldMortgagesDRN-5293705 The complaint Mr F complains that London and Country Mortgages Ltd trading as L&C Mortgages did not treat him fairly when it gave him mortgage advice. What happened In April 2023, L&C gave Mr F mortgage advice. But there was a delay in buying the property he wanted b... (4 pages)View decision -
Decision Reference DRN-5024392
30 Jan 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5024392 The complaint Mr C complained about advice he was given to transfer the benefits of two defined-benefit (DB) pension schemes, to a type of personal pension plan. St. James's Place Wealth Management Plc is responsible for answering this complaint. To keep things simple t... (11 pages)View decision
