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 364862 results
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Decision Reference DRN-4457962
14 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4457962 The complaint Mr and Mrs D complain that AXA Insurance UK Plc provided poor repairs to their property following a claim for an escape of water. What happened Mr and Mrs D had home insurance with AXA. In June 2019 they made a claim after there was water ingress into their home t... (3 pages)View decision -
Decision Reference DRN-4621842
14 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4621842 The complaint Mr C and Ms O have complained that Aviva Insurance Limited declined a claim they made on a travel insurance policy. What happened In July 2023, Mr C and Ms O were due to return home from a holiday in Europe. Having arrived at the Eurotunnel, they realised that the... (2 pages)View decision -
Decision Reference DRN-4342224
14 Feb 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldPensions and AnnuitiesDRN-4342224 The complaint Mr W complains that Sun Life Assurance Company of Canada (U.K.) Limited (‘Sun Life’) are responsible for the sale of his Free-Standing Additional Voluntary Contribution (FSAVC) in 1999. Mr W says that it was mis-sold because he should instead have been recommended... (2 pages)View decision -
Decision Reference DRN-4607433
14 Feb 2024 Topaz Finance Limited UpheldMortgagesDRN-4607433 The complaint Mrs D’s complaint is about a buy-to-let (BTL) mortgage she has with Topaz Finance Limited trading as Rosinca Mortgages. She is unhappy with Topaz’s actions and administration following the term of the mortgage ending. Mrs D is represented in her complaint. What ha... (10 pages)View decision -
Decision Reference DRN-4452673
14 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4452673 The complaint Mr G1 complains about the service Bank of Scotland plc trading as Halifax provided when he visited a branch. He feels he was treated in a discriminatory way. Mr G1 is represented in this complaint by his father (Mr G2). What happened Mr G1 visited a Halifax branch... (3 pages)View decision -
Decision Reference DRN-4602912
14 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4602912 The complaint Mr C complains that Santander UK Plc unfairly closed his accounts, which has had an impact on his credit file. He’d like the negative information removed. What happened Mr C held several accounts with Santander, including a current account and two credit cards. Bu... (4 pages)View decision -
Decision Reference DRN-4621648
14 Feb 2024 esure Insurance Limited Not upheldInsuranceDRN-4621648 The complaint Mrs R complains that esure Insurance Limited (Esure) cancelled her car insurance policy and declined a claim she’d made. Mrs R is being represented in this complaint. Where I’ve referred to Mrs R throughout, this includes any communication and comments from her re... (2 pages)View decision -
Decision Reference DRN-4477131
14 Feb 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4477131 The complaint Mr B complains that a subscription service to which he signed up was misrepresented to him and that it is now no longer available. Because he used his credit card, issued by Sainsbury’s Bank Plc, to pay for the service, he says that he can bring a claim against it... (5 pages)View decision -
Decision Reference DRN-4431098
14 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4431098 The complaint Miss Z complains that Admiral Insurance (Gibraltar) Limited took too long to repair her car and did not do so to a satisfactory standard after she made a claim on her motor insurance policy. What happened In December 2021, Miss Z purchased a new car, and she took ... (3 pages)View decision -
Decision Reference DRN-4489265
14 Feb 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4489265 The complaint Mr C has complained that Marks & Spencer Financial Services Plc (“M&S”) didn’t fairly or reasonably deal with a claim for compensation made in relation to a timeshare membership he bought using his M&S credit card. What happened Mr C, alongside another... (3 pages)View decision
