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 365360 results
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Decision Reference DRN-4673316
18 Mar 2024 QIC Europe Ltd Not upheldInsuranceDRN-4673316 The complaint Mr B complains about how QIC Europe Limited (QIC) calculated the settlement amount for two claims under his pet insurance policy for treatment of his dog. References to QIC include their agents who administer the policy. What happened Mr B had a pet insurance poli... (4 pages)View decision -
Decision Reference DRN-4644211
18 Mar 2024 CIGNA Life Insurance Company of Europe SA-NV Not upheldInsuranceDRN-4644211 The complaint Mr and Mrs W are unhappy that CIGNA Life Insurance Company of Europe SA-NV declined a claim and placed an exclusion on their private medical insurance policy. What happened Mr and Mrs W have a private medical insurance policy which they took out in 2018. In 2023 t... (4 pages)View decision -
Decision Reference DRN-4557650
18 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4557650 The complaint Mr E and Ms F are complaining about the way AXA Insurance UK Plc has handled a claim they made on their commercial property insurance policy. What happened In February 2022 Mr E and Ms F noticed some damp appearing on the walls of their property so they contacted ... (5 pages)View decision -
Decision Reference DRN-4670240
18 Mar 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4670240 The complaint Ms A complains that Aviva Life & Pensions UK Limited caused delays in transferring two pensions held elsewhere into her personal pension policy (PPP) held with Aviva. Ms A says Aviva delayed her plans to purchase an annuity with another provider, causing her a... (8 pages)View decision -
Decision Reference DRN-4127474
18 Mar 2024 Foundation for Credit Counselling Not upheldConsumer CreditDRN-4127474 The complaint Mr C complains that Foundation for Credit Counselling trading as Stepchange Debt Charity (Stepchange) provided him with poor advice in relation to his debts. Mr C is being represented in bringing his complaint, however, I’ll refer to Mr C throughout this decision.... (3 pages)View decision -
Decision Reference DRN-4534170
18 Mar 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4534170 The complaint Mrs A complains that Mitsubishi HC Capital UK plc, trading as Novuna Personal Finance, won’t refund to her the money that she paid for some holiday club membership point rights. What happened Mrs A and her husband entered into an acquisition agreement to buy 1,000... (3 pages)View decision -
Decision Reference DRN-4638380
18 Mar 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4638380 The complaint Mr G complains about how Lloyds Bank General Insurance Limited trading as Halifax (“Lloyds”) dealt with a claim he made on his home insurance policy following an escape of water at his home. Lloyds is the underwriter of this policy... (4 pages)View decision -
Decision Reference DRN-4690665
18 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4690665 The complaint Mr A complains that Santander UK Plc unfairly closed his account and took too long to release his account balance back to him. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (7 pages)View decision -
Decision Reference DRN-4691271
18 Mar 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4691271 The complaint Mr and Mrs T complain that information was omitted by Barclays Bank UK Plc about their ability to have an offset product on only one part of their mortgage. They’ve said that Barclays failure to tell them this wouldn’t be possible has led to them incurring an earl... (4 pages)View decision -
Decision Reference DRN-4515393
18 Mar 2024 Clydesdale Bank Plc Not upheldMortgagesDRN-4515393 The complaint Mr B and Mrs H complain about the early repayment charge (ERC) charged by Clydesdale Bank Plc trading as Virgin Money when they repaid their mortgage. They don’t think the ERC was fairly charged or fair in amount, and say that Virgin Money didn’t properly take Mrs... (4 pages)View decision
