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 381196 results
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Decision Reference DRN-5090065
24 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5090065 The complaint Mr C’s complaint is about inaccuracies on his claims record held by Royal & Sun Alliance Insurance Limited (‘RSA’) and the customer service he received in relation to his communications about that. What happened The history of this complaint is well known t... (2 pages)View decision -
Decision Reference DRN-5102620
24 Oct 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-5102620 The complaint Mr H’s complaint is about a claim he made on his pet insurance policy, which Alwyn declined to cover. Instead, they cancelled his policy and refunded the premium. Mr H says this is unfair and wants Alwyn to cover his claim, pay him interest and damages for the ... (5 pages)View decision -
Decision Reference DRN-4796289
24 Oct 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4796289 The complaint Ms B complains that American Express Services Europe Limited (AESEL) didn’t provide the service it should have in response to her claim about a payment for a roof that wasn’t of satisfactory quality. She wants the replacement cost covered along with compensatio... (3 pages)View decision -
Decision Reference DRN-5036339
24 Oct 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5036339 The complaint Mr S complained about Aviva Life & Pensions UK Limited (Aviva). He said Aviva didn’t pay the surrender value that it had confirmed to him he would receive on two whole of life policies he held with it. He said it should pay him compensation for the mistakes... (3 pages)View decision -
Decision Reference DRN-4888580
24 Oct 2024 West Bromwich Building Society Not upheldMortgagesDRN-4888580 The complaint Ms B’s complaint is about her mortgage account with West Bromwich Building Society trading as The West Brom (and referred to here as West Brom). Ms B says she was incorrectly advised by West Brom to switch from a discounted variable rate product onto a fixed r... (4 pages)View decision -
Decision Reference DRN-5102476
24 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5102476 The complaint Mrs H is unhappy with the service provided by U K Insurance Limited trading as Direct Line (UKI) following a claim made on her home insurance policy. UKI is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed... (4 pages)View decision -
Decision Reference DRN-5101483
24 Oct 2024 Society of Lloyd's UpheldInsuranceDRN-5101483 The complaint Mrs M is unhappy with the service provided by Society of Lloyd's (SOL) following a claim made on her home insurance policy. SOL is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. SOL ha... (5 pages)View decision -
Decision Reference DRN-4913724
24 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4913724 The complaint Ms M complains that Santander UK Plc won’t refund the money she lost after falling victim to a scam. Ms M is represented in this complaint by a solicitor, but for simplicity I will refer to Ms M throughout this decision, even when referencing what her represen... (3 pages)View decision -
Decision Reference DRN-5062933
24 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5062933 The complaint Mr and Mrs J have complained about the rejection of a pet insurance claim by Royal & Sun Alliance Insurance Limited (“RSA”). What happened Mr and Mrs J bought a puppy in January 2024. They had a temporary insurance policy in place from the breeder and then ... (4 pages)View decision -
Decision Reference DRN-5102512
24 Oct 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5102512 The complaint Mr S says that Sainsbury’s Bank Plc lent to him irresponsibly when he was granted a personal loan. What happened Mr S applied for a £25,000 loan from Sainsbury’s Bank on 2 March 2016. It had a term of 62 months, and it was repayable at £518.52 a month. The APR ... (5 pages)View decision
