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 375868 results
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Decision Reference DRN9502919
15 Jan 2016 Ageas Insurance Limited UpheldInsurance (excluding PPI)Miss N complained that when she called for help under her roadside assistance policy with Ageas Insurance Limited, the operator acting on their behalf damaged her car. background Miss N called for assistance when she locked her keys in her car by mistake. The operator ... (2 pages)View decision -
Decision Reference DRN2375877
15 Jan 2016 Yorkshire Building Society Not upheldBanking and creditMr and Mrs H complain that Yorkshire Building Society treated them poorly and gave them poor advice. They want compensation.backgroundMr and Mrs H had a fixed interest-rate mortgage with Yorkshire. They wanted to buy a second property and wanted a mortgage to do so. ... (2 pages)View decision -
Decision Reference DRN6420746
15 Jan 2016 National Westminster Bank Plc Not upheldBanking and creditMr R complains that National Westminster Bank Plc failed to send him details of his mortgage arrears as he had asked. He wants more time to make arrangements to sell his property or arrange other help to settle the arrearsbackgroundMr R took out a mortgage with NatWes... (2 pages)View decision -
Decision Reference DRN2966488
15 Jan 2016 Europaische Reiseversicherung AG UpheldInsurance (excluding PPI)Mr L complains that Europaische Reiseversicherung AG has rejected his cancellation claim under his travel insurance policy. backgroundIn January 2015 Mr L booked a family holiday abroad. They were due to travel in May. Shortly before they were due to leave, Mr L’s fath... (2 pages)View decision -
Decision Reference DRN4068405
15 Jan 2016 NRAM plc Not upheldBanking and creditMrs S complained about NRAM plc taking legal action against her because of arrears on her mortgage account. And she wanted more information about how the arrears were worked out. backgroundMrs S took out a mortgage with NRAM some years ago. But she’s had money problems... (1 page)View decision -
Decision Reference DRN7660745
15 Jan 2016 Creation Consumer Finance Ltd UpheldBanking and creditMrs R complains that Creation Financial Services Limited, trading as Creation, didn’t sendher a refund for the credit of £11.73 on her account, despite her written requests for it do so.It also wrote to her about a PPI complaint which she didn’t have with it. She wa... (3 pages)View decision -
Decision Reference DRN1884542
15 Jan 2016 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr D complains that AXA Insurance UK Plc (“AXA”) has declined a claim under his travel insurance policy for lost bags. backgroundMr D was on a short trip abroad. One evening he left some bags containing recent purchases behind in a coffee shop. When he realised this,... (2 pages)View decision -
Decision Reference DRN6221966
15 Jan 2016 esure Insurance Limited Not upheldInsurance (excluding PPI)Mr E complains that esure Insurance Limited rejected a claim for accidental damage that was made under his Home insurance. But it did so using reasons that were dealt with in a final decision issued by the Financial Ombudsman Service in relation to a previous compl... (2 pages)View decision -
Decision Reference DRN1475920
15 Jan 2016 Acromas Insurance Company Limited Not upheldInsurance (excluding PPI)Mr G complains that Acromas Insurance Company Limited didn’t pay him enough under the car breakdown repair and ‘stay mobile’ cover he had with it.backgroundMr G’s car broke down. The recovery was delayed and he had to take a taxi home with his family. The car was reco... (1 page)View decision -
Decision Reference DRN7895332
15 Jan 2016 Solid F UpheldInsurance (excluding PPI)Mr E and Mrs M complain that Solid Försäkringar AB (‘Solid’) turned down their cancellation claim under their travel insurance policy. backgroundIn March 2015 Mr E and Mrs M booked a holiday for late summer that same year. In May 2015, Mr E bought them travel insuran... (2 pages)View decision
