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 360982 results
-
Decision Reference DRN-4558791
30 Jan 2024 Paratus AMC Limited Not upheldMortgagesDRN-4558791 The complaint Ms B complains that Paratus AMC Limited trading as Foundation Home Loans (“FHL”) is asking her to repay an interest only mortgage of £160,000, taken out in 2006, plus additional money for mortgage arrears. Ms B challenges the debt, and complains about what FHL has... (3 pages)View decision -
Decision Reference DRN-4309702
30 Jan 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4309702 The complaint Mr K complains that National Westminster Bank Plc (“NatWest”) won’t refund £7,000 he lost to an employment scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for ... (2 pages)View decision -
Decision Reference DRN-4567247
30 Jan 2024 U K Insurance Limited Not upheldInsuranceDRN-4567247 The complaint Mr S has complained that he believes U K Insurance Limited (UKI) recorded that he owed it money from a cancelled car insurance policy for other insurers to see. Mr S says this is impacting the price he gets when he looks for car insurance elsewhere as it’s much mo... (2 pages)View decision -
Decision Reference DRN-4535024
30 Jan 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4535024 The complaint Ms B has complained about the way AXA Insurance UK Plc has handled a subsidence claim under her Home Insurance policy. What happened The background to this complaint is well known to Miss B and AXA. In my decision, I’ll focus mainly on giving the reasons for reach... (2 pages)View decision -
Decision Reference DRN-4352617
30 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4352617 The complaint Mr S complains Santander UK Plc unfairly refused to refund him unauthorised transactions on his credit card account. What happened Mr S contacted Santander in early December 2022 explaining he had noted transactions on his credit card account that he didn’t make. ... (3 pages)View decision -
Decision Reference DRN-4265573
30 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4265573 The complaint Miss D complains that HSBC UK Bank Plc failed to act appropriately when informed that a payment made to an account held with them was as the result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (3 pages)View decision -
Decision Reference DRN-4588181
30 Jan 2024 AWP P&C SA UpheldInsuranceDRN-4588181 The complaint Mr and Mrs B complain about their travel insurance policy underwritten by AWP P&C SA. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, Mr an... (4 pages)View decision -
Decision Reference DRN-4457240
30 Jan 2024 AWP P&C SA Not upheldInsuranceDRN-4457240 The complaint Miss G has complained that AWP P&C SA (AWP) misled her into thinking that the full duration of a trip she took in 2022 was covered under her travel insurance policy. What happened The policy provides cover for trips up to 31 consecutive days as standard. Miss ... (2 pages)View decision -
Decision Reference DRN-4589137
30 Jan 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4589137 The complaint Mr and Mrs B complain about the way BUPA Insurance Limited handled a claim they made on a group private medical insurance policy. In summary, they say that BUPA caused delays in their child being able to access medical treatment and that BUPA incorrectly shared Mr... (4 pages)View decision -
Decision Reference DRN-4569423
30 Jan 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4569423 The complaint Mr H complains about the decision by Casualty & General Insurance Company (Europe) Ltd (‘CGICE’) to turn down his pet insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll ... (2 pages)View decision
