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 375425 results
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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 -
Decision Reference DRN-4765296
30 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4765296 The complaint Mrs M complains HSBC UK Bank PLC failed to protect her accounts from fraudulent activity which led to unauthorised transactions on her account, which in turn caused her distress and inconvenience. What happened The details of this case are well known to both pa... (3 pages)View decision -
Decision Reference DRN-5259312
30 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5259312 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited gave him incorrect information about recovering his motor insurance excess payment. What happened Mr M claimed on his insurance after an untraced driver collided with his car while it was parked. He phon... (2 pages)View decision -
Decision Reference DRN-5261718
30 Jan 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5261718 The complaint Miss G has complained about the way Domestic & General Insurance Plc (D&G) dealt with a claim under a household warranty. What happened Miss G took out a warranty for her washing machine. It covered her for amongst other things mechanical and electrica... (2 pages)View decision -
Decision Reference DRN-4783345
30 Jan 2025 Covea Insurance plc UpheldInsuranceDRN-4783345 The complaint T, a limited company, complains Covea Insurance plc (Covea) unfairly declined a claim for subsidence made under their buildings insurance policy. Any references to Covea includes their agents. T is represented by a managing agent who I’ll refer to as A. What ... (2 pages)View decision
