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 364422 results
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Decision Reference DRN-4585283
11 Mar 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4585283 The complaint Mr and Mrs S complain that Tesco Underwriting Limited unfairly declined a claim they made under their home insurance policy. Tesco is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Tesco has accepted ... (3 pages)View decision -
Decision Reference DRN-4671439
11 Mar 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4671439 The complaint Mrs K complains about the settlement of her property insurance claim with Fairmead Insurance Limited. Fairmead are the underwriters (insurers) of this policy. Some of this complaint concerns the actions of their appointed agents. As Fairmead accept they are accoun... (4 pages)View decision -
Decision Reference DRN-4652723
11 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4652723 The complaint Mr L and Ms V complain that Santander UK Plc unfairly declined their mortgage application and delayed giving them a decision. They say they missed out on lower interest rate products during the delay. What happened Mr L and Ms V applied to Santander for a mortgage... (5 pages)View decision -
Decision Reference DRN-4667540
11 Mar 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4667540 The complaint Mrs W complains that Great Lakes Insurance SE declined her pet insurance claim and about its service. My references to Great Lakes include its agents. Mrs W initially said she wanted to be represented by her husband, but she’s made the representations about her co... (7 pages)View decision -
Decision Reference DRN-4422630
11 Mar 2024 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-4422630 The complaint Miss K complains that PrePay Technologies Limited trading as PPS hasn’t done enough to assist her in recovering money she paid using a debit card for a purchase. Miss K’s card is operated under the brand name Mettle. For ease of reading, in this decision I’ll refe... (2 pages)View decision -
Decision Reference DRN-4675065
11 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4675065 The complaint Mr and Mrs C have complained that AXA Insurance UK Plc (‘AXA’) declined their claim for damage to their shower under their home insurance policy. What happened A home insurance policy was taken out by Mr and Mrs C with AXA in December 2022. They made an on-line cl... (6 pages)View decision -
Decision Reference DRN-4586922
11 Mar 2024 Nationwide Building Society UpheldMortgagesDRN-4586922 The complaint Mr and Mrs C complain about their mortgage with Nationwide Building Society. They’re concerned that when they made overpayments their balance didn’t reduce as expected. What happened Mr and Mrs C have a mortgage with Nationwide, which they took out in 2007 over a ... (3 pages)View decision -
Decision Reference DRN-4674832
11 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4674832 The complaint Ms S complains that Barclays Bank UK PLC has treated her unfairly in a number of ways over the years. What happened I have already corresponded, at some length, with Ms S and Barclays in relation to the various complaints Ms S has asked us to look into as well as ... (5 pages)View decision -
Decision Reference DRN-4623466
11 Mar 2024 Financial Administration Services Limited Not upheldInvestmentsDRN-4623466 The complaint Mrs N complains that Financial Administration Services Limited (‘Fidelity’) closed an investment fund held in her Self-Invested Personal Pension (‘SIPP’) account and transferred the funds to a cash holding without telling her. Mrs N says she hasn’t received any st... (2 pages)View decision -
Decision Reference DRN-4675260
11 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4675260 The complaint Mr B complains Monzo Bank Ltd trading as Monzo didn’t do enough to protect him when he fell victim to two scams. What happened Mr B has an account with Monzo. Mr B says he made payments of approximately £300,000 to what he believed was an investment. In fact, Mr B... (2 pages)View decision
