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 369228 results
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Decision Reference DRN-5399350
9 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5399350 The complaint Mr O is unhappy with the decision by Royal & Sun Alliance Insurance Limited (RSA) following a claim for storm damage on his home insurance policy. What happened Mr O held a home insurance policy with RSA which included cover for storm damage. The policy te... (4 pages)View decision -
Decision Reference DRN-5426630
9 Apr 2025 Vitality Life Limited Not upheldInsuranceDRN-5426630 The complaint The estate of Mrs W complains because Vitality Life Limited (‘Vitality’) hasn’t paid claims under four life insurance policies. Mr W has brought this complaint to us in his capacity as the executor of Mrs W’s estate. Mr W has appointed a representative to corre... (4 pages)View decision -
Decision Reference DRN-5433546
9 Apr 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5433546 The complaint Ms C says that a secured (second charge) loan she took out in 2021 with Tandem Home Loans Ltd trading as Oplo was unaffordable and irresponsibly lent. What happened Ms C applied for this loan in January 2021 through an independent mortgage broker. The offer iss... (4 pages)View decision -
Decision Reference DRN-5108664
9 Apr 2025 EE Limited Not upheldConsumer CreditDRN-5108664 The complaint Mr A complains about the balance owed under a fixed sum loan agreement taken out with EE Limited. What happened In October 2022, Mr A took out a loan with EE to buy a brand new mobile telephone device. The loan was scheduled to be repaid over a period of two ye... (3 pages)View decision -
Decision Reference DRN-5469586
9 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5469586 The complaint Mr and Mrs B are unhappy that AXA Insurance UK Plc (“AXA”) declined their theft claim. Mr and Mrs B had buildings and contents insurance underwritten by AXA. For ease of reading, I’ll refer only to Mr B throughout my decision. But any reference to him, or AXA,... (4 pages)View decision -
Decision Reference DRN-5329827
9 Apr 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5329827 The complaint Mr O has complained about the experience he had with Great Lakes Insurance UK Limited (‘Great Lakes’) when he made a claim for assistance whilst abroad. What happened Mr and Mrs O had a travel insurance policy, underwritten by Great Lakes. Whilst abroad, Mr O s... (2 pages)View decision -
Decision Reference DRN-5227728
9 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5227728 The complaint Mr T has complained that U K Insurance Limited (‘UKI’) unfairly declined his claim. What happened Mr T has a travel insurance policy as part of a packaged bank account, underwritten by UKI. Mr T booked a trip for himself and his children on 1 December 2023. His... (3 pages)View decision -
Decision Reference DRN-5470313
9 Apr 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5470313 The complaint Mr and Mrs E have complained about their car insurer AA Underwriting Insurance Company Limited, they remain unhappy with it regarding a claim made following an accident in 2022. Mr and Mrs E have complained to the Financial Ombudsman Service previously in resp... (4 pages)View decision -
Decision Reference DRN-5382424
9 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5382424 The complaint Miss K has complained about Tesco Bank Personal Finance Limited trading as Tesco Bank defaulted her account despite her informing the bank of her financial difficulties. What happened Miss K held a credit card account with Tesco Bank. Miss K missed her contract... (2 pages)View decision -
Decision Reference DRN-5448454
9 Apr 2025 Santander UK Plc Not upheldMortgagesDRN-5448454 The complaint This complaint has been brought to us on behalf of the estate of Mr M (who I’ll refer to as Mr M1) by his executors. One of the executors, who I’ll refer to as Mr M2, has dealt with the complaint. Mr M2 says Santander is responsible for the loss of the title de... (3 pages)View decision
