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
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Decision Reference DRN-4538447
30 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4538447 The complaint Mrs T complains that esure Insurance Limited caused delays when progressing a claim under her home insurance policy. What happened In November 2022, Mrs T made a claim under her home insurance policy for storm damage. esure accepted the claim and asked Mrs T to pr... (2 pages)View decision -
Decision Reference DRN-4589209
30 Jan 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4589209 The complaint Mrs E complains Santander Consumer (UK) Plc (SCUK) unfairly applied charges when her car hire agreement came to an end. What happened In July 2017, Mrs E entered into a 48 month hire agreement for a new car. The monthly instalments were £187. The ... (4 pages)View decision -
Decision Reference DRN-4589157
30 Jan 2024 more 2 life Ltd UpheldMortgagesDRN-4589157 The complaint Mrs D’s complaint is about an equity release lifetime mortgage taken out with more 2 life Ltd trading as Standard Life Home Finance, and referred to here as M2L. Mrs D says that, due to an error by M2L, she thought she had until 16 April 2022 to complete her mortg... (4 pages)View decision -
Decision Reference DRN-4531586
30 Jan 2024 AWP P&C SA Not upheldInsuranceDRN-4531586 The complaint Mr and Mrs W have complained about the claim settlement they have received from AWP P&C SA (‘AWP’). All reference to AWP includes any agents acting on its behalf. What happened Mr and Mrs W booked a 99 day cruise in 2019 which had to be moved a number of times... (2 pages)View decision -
Decision Reference DRN-4516404
30 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4516404 The complaint Mrs H complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim for storm damage under her buildings insurance policy. She’s also unhappy with the conduct of the appointed surveyor. What happened In March 2023, Mrs H made a claim ... (3 pages)View decision -
Decision Reference DRN-4582853
30 Jan 2024 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-4582853 The complaint Mr H complains that St. James's Place Wealth Management Plc (SJP) caused avoidable delays to his Defined Benefit (DB) pension transfer when it failed to request a new Cash Equivalent Transfer Value (CETV) as soon as the initial CETV had expired. Mr H feels th... (12 pages)View decision -
Decision Reference DRN-4563567
30 Jan 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4563567 The complaint Mr D complains about the way that BUPA Insurance Limited has administered his personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the main eve... (4 pages)View decision -
Decision Reference DRN-4586223
30 Jan 2024 Valour Finance Limited Not upheldConsumer CreditDRN-4586223 The complaint Mr H complains through a representative that Valour Finance Limited trading as Savvy.co.uk (“Valour”) provided him with a loan without carrying out appropriate affordability checks. What happened Mr H received one loan from Valour on 3 October 2022 for £1,200. Mr ... (4 pages)View decision -
Decision Reference DRN-4527028
30 Jan 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4527028 The complaint Mr K & Mr K complain about the way Marshmallow Insurance Limited (“Marshmallow”) handled a claim under their car insurance policy. What happened Mr K & Mr K had a car insurance policy with Marshmallow. In November 2022 Mr K was involved in a collision with... (3 pages)View decision -
Decision Reference DRN-4386177
30 Jan 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4386177 The complaint Miss S complains about the way Zurich Insurance PLC handled a claim under a buildings insurance policy. What happened The details of this complaint are known to all parties, so I won’t repeat it here. Instead, I’ll summarise my understanding and focus on giving th... (4 pages)View decision
