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-4589259
5 Feb 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4589259 The complaint Mr M complains about the price quoted by AXA Insurance UK Plc (“AXA”) to renew his car insurance policy. What happened Mr M received a quote to renew his policy which he says was significantly higher than what he’d paid the previous year. Mr M also made AXA aware ... (4 pages)View decision -
Decision Reference DRN-4600876
5 Feb 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4600876 The complaint Mr T complains that Clydesdale Bank Plc trading as Virgin Money has provided him with poor customer service on multiple occasions. What happened Mr T says that Virgin Money have not provided him with a requested certificate of interest for his interest payment tha... (5 pages)View decision -
Decision Reference DRN-4387305
5 Feb 2024 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4387305 The complaint Mr H has complained about Aviva Life & Pensions UK Limited (Aviva). He said Aviva has taken too long to update his mailing address. Mr H would like Aviva to compensate him for the inconvenience caused by this. What happened Mr H holds investments with Aviva. H... (2 pages)View decision -
Decision Reference DRN-4570700
5 Feb 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4570700 The complaint Mr and Mrs N complain that Inter Partner Assistance SA declined their claim against their travel insurance policy. Reference to IPA includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here i... (3 pages)View decision -
Decision Reference DRN-4601248
5 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4601248 The complaint Mrs U is unhappy that Santander hasn’t refunded transactions made from her account which she says weren’t authorised by her. What happened Mrs U agreed to have her daughter added to her account as a joint party some time in 2008 or 2009. This was so she could help... (3 pages)View decision -
Decision Reference DRN-4596275
5 Feb 2024 AXA Insurance Designated Activity Company Not upheldInsuranceDRN-4596275 The complaint Miss O complains that AXA Insurance Designated Activity Company has rejected a claim on her home insurance policy. What happened Miss O made a claim on her home insurance relating to damage to the septic tank at her property. She provided a report from a specialis... (4 pages)View decision -
Decision Reference DRN-4495670
5 Feb 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4495670 The complaint Mrs B’s representative complains about the due diligence London & Colonial Services Limited (‘L&C’) undertook before accepting her Self-Invested Personal Pension (‘SIPP’) application. Mrs B’s representative complains that in 2012 L&C accepted her appli... (50 pages)View decision -
Decision Reference DRN-4574000
5 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4574000 The complaint Mr A complains Advantage Insurance Company Limited hasn’t offered a fair value for his car following it being written off after an accident. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’ll sum... (3 pages)View decision -
Decision Reference DRN-4433206
5 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4433206 The complaint Mr M complains that Bank of Scotland plc trading as Halifax won’t remove him from the joint mortgage he had with his former partner. He finds this, and being sent arrears letters, very distressing. What happened Mr M and his former partner have a joint mortgage wi... (2 pages)View decision -
Decision Reference DRN-4431195
5 Feb 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4431195 The complaint Mr B complains that National Westminster Bank Plc is overcharging the interest on his loan and recording arrears when he has made the payments. What happened Mr B says that NatWest is charging him more than the agreed monthly interest rate on his loan. He says he ... (2 pages)View decision
