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 367300 results
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Decision Reference DRN-4835163
5 Jun 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4835163 The complaint Mr W complains that Nationwide Building Society (“Nationwide”) has caused him consequential loss as a result of how it dealt with fraudulent transactions on his account. What happened The background to this complaint is well known to both parties, so I won’t repea... (3 pages)View decision -
Decision Reference DRN-4833841
5 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4833841 The complaint Miss H has complained about Admiral Insurance (Gibraltar) Limited. She isn’t happy about the way it dealt with a claim under her motor insurance policy and the delays caused. What happened I looked at this case and provided my initial thoughts in my provisional de... (3 pages)View decision -
Decision Reference DRN-4812503
5 Jun 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4812503 The complaint Mrs M complains about West Bay Insurance Plc’s handling of a claim which was made on her motor insurance policy. What happened Mrs M insured her car with West Bay. Her partner was driving the car and collided with a third party. Mrs M’s partner wasn’t insured to d... (3 pages)View decision -
Decision Reference DRN-4812955
5 Jun 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4812955 The complaint Dr Q and Mrs G’s complaint is about a claim Dr Q made on their Royal & Sun Alliance Insurance Limited (‘RSA’) legal expenses insurance policy. Dr Q says RSA treated them unfairly. In this decision all references to RSA include their claims handlers. What happe... (3 pages)View decision -
Decision Reference DRN-4729369
5 Jun 2024 AutoMoney Limited Not upheldConsumer CreditDRN-4729369 The complaint Mr B has complained AutoMoney Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr B realised there was a CIFAS marker lodged against his name based on a false application made for finance. He complaine... (2 pages)View decision -
Decision Reference DRN-4829988
5 Jun 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-4829988 The complaint Mrs D and the estate of Mr D complain that Astrenska Insurance Limited has turned down a medical expenses claim Mr and Mrs D made on a travel insurance policy. Mr K has brought this complaint on Mrs D and the estate of Mr D’s behalf. But for ease of reading, I’ll ... (5 pages)View decision -
Decision Reference DRN-4751773
5 Jun 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4751773 The complaint Mrs and Mr S have complained about the way in which AXA Insurance UK Plc (‘AXA’) handled their claim following a ceiling collapse and for declining a part of the claim under their home insurance policy. For the avoidance of doubt, the term ‘AXA’ includes its agent... (6 pages)View decision -
Decision Reference DRN-4778095
5 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4778095 The complaint Miss C has complained Lloyds Bank plc hasn’t refunded her money she lost as a result of unauthorised transactions. What happened In December 2023 Miss C contacted Lloyds as she’d lost her debit card and had seen numerous transactions on her account she didn’t reco... (2 pages)View decision -
Decision Reference DRN-4528158
5 Jun 2024 FCE Bank Plc UpheldConsumer CreditDRN-4528158 The complaint Miss M complains about the compensation offered by FCE Bank Plc trading as Ford Credit Europe (FCE) after they agreed to the rejection of her vehicle. What happened In August 2022 Miss M acquired a new car through a hire purchase agreement financed by FCE. Miss M ... (2 pages)View decision -
Decision Reference DRN-4834969
5 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4834969 The complaint Mrs D and Mr D complain that Santander UK Plc didn’t reduce the term of their mortgage properly. The repayments were lower than they wanted, which made the term much longer than needed. And they told us about the problems they had, trying to complain about this. W... (4 pages)View decision
