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 362716 results
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Decision Reference DRN-4602105
5 Feb 2024 Ageas Insurance Limited UpheldInsuranceDRN-4602105 The complaint Mrs O has complained about the way Ageas Insurance Limited handled her claim under her car insurance policy once it took it over from an after the event insurer linked to her broker, who I’ll refer to as A. She’s also complained about the fact that Ageas wouldn’t ... (3 pages)View decision -
Decision Reference DRN-4599587
5 Feb 2024 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-4599587 The complaint Mr A has complained about the way Creation Consumer Finance Limited (“Creation”) administered a hire purchase agreement he’d taken out to acquire a car. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over ever... (3 pages)View decision -
Decision Reference DRN-4542484
5 Feb 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4542484 The complaint Mr J has complained that AXA PPP Healthcare Limited trading as AXA Health declined a claim under his group private medical insurance policy. 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 -
Decision Reference DRN-4572412
5 Feb 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4572412 The complaint Mr P complains that National Westminster Bank Plc delayed dealing with his application for a buy to let mortgage. He says it unfairly declined his application and gave contradictory and incorrect reasons for doing so. Mr P asks that NatWest offers a mortgage at th... (3 pages)View decision -
Decision Reference DRN-4591229
5 Feb 2024 Equiniti Financial Services Limited UpheldInvestmentsDRN-4591229 The complaint Mr F complains about correspondence sent to him by Equiniti Financial Services Limited (Equiniti) in February 2023. He complains that Equiniti had previously agreed to delete his records and stop sending him correspondence regarding the payment of dividends but de... (8 pages)View decision -
Decision Reference DRN-4552232
5 Feb 2024 ActiveQuote Limited UpheldInsuranceDRN-4552232 The complaint Ms M complains that ActiveQuote Limited mis-sold her a life insurance policy. What happened In 2018 Ms M took out a life insurance policy. Ms M was sadly diagnosed with cancer in 2019. At around the same time in 2019 the insurer who underwrote the policy explained... (3 pages)View decision -
Decision Reference DRN-4439561
5 Feb 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4439561 The complaint Mrs W’s representative complains that Aviva Life and Pensions UK Limited provided unsuitable retirement planning advice by incorrectly advising her to take out a Free Standing Additional Voluntary Contribution (FSAVC) plan, rather than join her cheaper, in-house t... (9 pages)View decision -
Decision Reference DRN-4440750
5 Feb 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-4440750 The complaint Mr S complains that Sainsbury’s Bank Plc has unfairly defaulted a personal loan account he held with it. He asks that the adverse information reported to the Credit Reference Agencies is removed. Mr S has been assisted with his complaint by a third-party company b... (4 pages)View decision -
Decision Reference DRN-4402089
5 Feb 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4402089 The complaint Mr S complains National Westminster Bank Plc (“NatWest”) restricted and closed his accounts without explanation. Mr S adds that NatWest has provided poor customer service and its actions have caused him substantive distress and inconvenience. What happened Followi... (4 pages)View decision -
Decision Reference DRN-4576387
5 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4576387 The complaint Dr H’s complaint is about the handling of a claim under his home emergency insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). RSA is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents ... (5 pages)View decision
