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 370904 results
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Decision Reference DRN-4860841
23 Jul 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4860841 The complaint Mr and Mrs T complain about how British Gas Insurance Ltd handled a claim they made under their home emergency insurance policy. What happened The background to this complaint is well known to Mr and Mrs T and British Gas. In my decision, I’ll focus mainly on g... (2 pages)View decision -
Decision Reference DRN-4884349
23 Jul 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4884349 The complaint Mr B complains that Vanquis Bank Limited wrongly defaulted his account, that it has a call centre in South Africa and its call handlers are not properly trained. What happened Mr B has an account with Vanquis and payments were made by direct debit. In early 202... (2 pages)View decision -
Decision Reference DRN-4856800
23 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4856800 The complaint Miss H complains that Advantage Insurance Company Limited (Advantage) cancelled her policy unfairly, and it paid a claim for an accident when no damage occurred, under her motor insurance policy. What happened In October 2022 Miss H was involved in an accident... (6 pages)View decision -
Decision Reference DRN-4790508
23 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4790508 The complaint Mr A complains Advantage Insurance Company Limited (Advantage) caused delays after he made a claim on his motor insurance policy. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. A... (3 pages)View decision -
Decision Reference DRN-4923833
23 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4923833 The complaint Mr T is unhappy about the way Advantage Insurance Company Limited has handled a claim made on his motor insurance policy by a third party. Mr T has been represented by Mr A in the complaint process. For ease of reference, I will refer in my decision to any com... (3 pages)View decision -
Decision Reference DRN-4895141
23 Jul 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4895141 The complaint Mr H complains that Santander UK plc (Santander) unfairly reported a late payment marker on his credit file. He would like this removed and some nominal compensation for the distress and inconvenience What happened Mr H says when he made late payments in 2022 ... (3 pages)View decision -
Decision Reference DRN-4923700
23 Jul 2024 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-4923700 The complaint Mrs M is unhappy with a conditional sale agreement provided by Hyundai Capital UK Limited trading as Hyundai Finance. She says the interest rate and repayments were raised part way through the agreement. What happened Please note Mrs M has been represented on t... (4 pages)View decision -
Decision Reference DRN-4811243
23 Jul 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4811243 The complaint Mrs B complains about Santander UK Plc’s policy and procedure for checking transfers to third parties meant that she was treated very badly and inconvenienced. What happened Mrs B wanted to pay around £6,000 to a building contractor. She attempted the transacti... (3 pages)View decision -
Decision Reference DRN-4917521
23 Jul 2024 Amtrust Europe Limited Not upheldInsuranceDRN-4917521 The complaint Mr A complains that AmTrust Europe Limited unfairly declined a claim for storm damage under his landlord insurance. What happened Mr A had a landlord insurance policy with AmTrust. In September 2023, his tenants sent him a video of water coming into the propert... (3 pages)View decision -
Decision Reference DRN-4721050
23 Jul 2024 Zurich Insurance PLC UpheldInsuranceDRN-4721050 The complaint Miss K complains that Zurich Insurance PLC has unfairly handled a claim under her home insurance policy. Where I refer to Zurich, this includes the actions of its agents and claims handlers for which it takes responsibility. Whilst I’m aware Miss K is represe... (4 pages)View decision
