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-4615150
13 Feb 2024 British Gas Insurance Limited UpheldInsuranceDRN-4615150 The complaint Mr and Mrs G complained that British Gas Insurance Limited (“British Gas”) didn’t fully fix the issues with their leaking water and its poor workmanship caused further problems in their home. Mr and Mrs G were claiming under their home emergency cover. What happen... (3 pages)View decision -
Decision Reference DRN-4501671
13 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4501671 The complaint Miss G complains that Barclays Bank UK PLC reported a missed payment with a credit reference agency in June 2020 which resulted in her remortgage application being declined. What happened Miss G applied for a new mortgage on her buy to let property at the end of N... (3 pages)View decision -
Decision Reference DRN-4600364
13 Feb 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4600364 The complaint Mr V has complained that AXA PPP healthcare Limited (‘AXA’) has unfairly declined his claim for treatment. What happened Mr V has a private medical insurance policy, underwritten by AXA. He made a claim for surgery which AXA declined as it said an exclusion applie... (2 pages)View decision -
Decision Reference DRN-4619845
13 Feb 2024 Covea Insurance plc UpheldInsuranceDRN-4619845 The complaint Miss G and Mr W complain about how Covea Insurance plc has handled a subsidence claim under their home insurance policy. Any reference to Covea includes the actions of its agents. As Miss G is leading on this complaint, I’ve referred to her throughout my decision.... (4 pages)View decision -
Decision Reference DRN-4452588
13 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4452588 The complaint Mr L complains that Admiral Insurance (Gibraltar) Limited unfairly declined a claim for storm damage under his buildings insurance policy. What happened As the detailed background to this complaint is well known to both parties, I’ll only summarise the key events ... (4 pages)View decision -
Decision Reference DRN-4612342
13 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4612342 The complaint Mr B has complained about how Santander UK Plc handled his chargeback claim. What happened Mr B paid £178.20 for a hotel stay, using his Santander card. However, he’s explained that when he arrived, the heating wasn’t working and the room was cold. Further, there ... (2 pages)View decision -
Decision Reference DRN-4618491
13 Feb 2024 Sky UK Limited UpheldConsumer CreditDRN-4618491 The complaint Mr C complains about some missed payment information Sky UK Limited have recorded with credit reference agencies. What happened In September 2022, Mr C took out a fixed sum loan agreement with Sky, to pay for a brand new mobile telephone device. Mr C already had o... (4 pages)View decision -
Decision Reference DRN-4596322
13 Feb 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4596322 The complaint Mrs H complains Zurich Insurance Plc settled her home insurance claim unfairly. Mrs H’s been represented for the claim and complaint. For simplicity I’ve generally referred to the actions and comments of the representatives as being those of Mrs H. For the same re... (3 pages)View decision -
Decision Reference DRN-4612908
13 Feb 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4612908 The complaint Mr O complains that Marshmallow Insurance Company (Marshmallow) wants him to sign documents that could mean he’s liable for £9,000 in hire car charges if its costs can’t be recovered, under his motor insurance policy. What happened Mr O was involved in an accident... (4 pages)View decision -
Decision Reference DRN-4552811
13 Feb 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4552811 The complaint Mr M complains about the advice Pi Financial Ltd (‘Pi’) gave to him concerning the transfer of benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a fina... (8 pages)View decision
