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-4712021
29 Aug 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4712021 The complaint Miss B and Mr C complain that AXA Insurance UK Plc has unfairly handled a subsidence claim under their commercial property insurance policy. Any reference to Miss B, Mr C, or AXA includes respective representatives or agents. What happened The background of thi... (5 pages)View decision -
Decision Reference DRN-4858098
29 Aug 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4858098 The complaint Mrs S complained about Aviva Life & Pensions UK Limited (known at the time as Sun Life, but I will refer to it as Aviva). Mrs S said she was advised to take a life assurance policy by a representative from Aviva. She said the policy wasn’t suitable, in her ... (3 pages)View decision -
Decision Reference DRN-4788558
29 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4788558 The complaint Mrs S complains that Lloyds Bank PLC (“Lloyds”) held her responsible for transactions she didn’t recognise. What happened Mrs S received a call from Lloyds about some payments leaving her account. Lloyds had noticed that some further checks to verify some of th... (3 pages)View decision -
Decision Reference DRN-4990000
29 Aug 2024 esure Insurance Limited Not upheldInsuranceDRN-4990000 The complaint Miss T has complained that esure Insurance Limited didn’t properly investigate a claim she made under her car insurance policy. She’s unhappy with esure’s requests for documents from her which she feels were unnecessary. What happened In April 2023 Miss T repo... (4 pages)View decision -
Decision Reference DRN-4850624
29 Aug 2024 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-4850624 The complaint Mrs M is a director of a limited company which I’ll call ‘B’. She complains on the company’s behalf about the service received from Tide Platform Limited when it requested a chargeback for non-delivery of an agreed contract. What happened Mrs M told us: In ... (4 pages)View decision -
Decision Reference DRN-4991610
29 Aug 2024 Santander UK Plc UpheldMortgagesDRN-4991610 The complaint Mr K complains that Santander UK Plc (Santander) will not put possession proceedings on hold until his financial remedy application has been determined by the Family Court following his divorce. What happened Mr K took out an interest-only mortgage with Santand... (5 pages)View decision -
Decision Reference DRN-4812150
29 Aug 2024 Bank of Scotland Plc UpheldMortgagesDRN-4812150 The complaint Mr S’s complaint is that, because of incorrect and conflicting information he was given by Bank of Scotland plc (BOS) about rearranging his mortgage interest rate product, he missed out on fixing a new interest rate. To settle the complaint Mr S wants BOS to c... (3 pages)View decision -
Decision Reference DRN-4833967
29 Aug 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4833967 The complaint Mr G and Miss C have complained that Bank of Scotland plc trading as Halifax (Halifax) would not honour the rate set out in a dummy illustration it sent to them prior to their mortgage product transfer. They say that Halifax didn’t make it clear that they would... (5 pages)View decision -
Decision Reference DRN-4991759
29 Aug 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4991759 The complaint Mrs T is unhappy with a car that was supplied to her under a hire purchase agreement with Volkswagen Financial Services (UK) Limited, trading as Skoda Financial Services. What happened On 18 October 2022 Mrs T took out a hire purchase agreement with VWFS. This ... (3 pages)View decision -
Decision Reference DRN-4991158
29 Aug 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4991158 The complaint Mr W complains he entered into an agreement with St. James’s Place Wealth Management Plc (SJP) in November/December 2015 whereby he started paying an annual fee and SJP agreed to provide reviews, but these didn’t take place. What happened Mr W says he met with... (6 pages)View decision
