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-5197772
2 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5197772 The complaint Miss L complains about how Aviva Insurance Limited handled a claim made on her motor insurance policy. She wants compensation for her loss of earnings. What happened Miss L’s car was damaged whilst parked and unattended and she made a claim on her policy. Miss... (2 pages)View decision -
Decision Reference DRN-5197462
2 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5197462 The complaint Ms W complains about the settlement that UK Insurance Limited (UKI) offered her for the total loss of her car following a claim made on her motor insurance policy. What happened Ms W’s car was stolen and later recovered, and she made a claim on her policy. UKI... (3 pages)View decision -
Decision Reference DRN-5219216
2 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5219216 The complaint Mr S says Santander UK Plc (‘Santander’) were unreasonable to reject his credit card application. What happened In August 2024 Mr S applied for a credit card with Santander. They declined his application and explained that that was due to information on his cre... (2 pages)View decision -
Decision Reference DRN-5236246
2 Jan 2025 Wakam UpheldInsuranceDRN-5236246 The complaint Mrs C complains Wakam hasn’t handled her pet insurance claim fairly. She said it has unfairly deducted treatment costs from the claim settlement amount. Any reference to Wakam includes the actions of its agents. What happened The circumstances of this complaint... (3 pages)View decision -
Decision Reference DRN-5190807
2 Jan 2025 Legal and General Assurance Society Limited UpheldPensions and AnnuitiesDRN-5190807 The complaint Mr D complains that Legal and General Assurance Society Limited (L&G) delayed and unfairly reduced his annuity quote. He also complains that it provided a poor service. What happened Mr D wanted to buy an annuity. I understand that L&G told his adviser ... (5 pages)View decision -
Decision Reference DRN-5197150
2 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5197150 The complaint Mr D complains that Aviva Insurance Limited held him at fault following a claim made on his motor insurance policy. He wants his policy excess refunded and the claim changed to non- fault. What happened Mr D was involved in a collision with a lorry when he cha... (2 pages)View decision -
Decision Reference DRN-5156986
2 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5156986 The complaint Miss B is unhappy Admiral insurance (Gibraltar) Limited (Admiral) have declined the claim she made under her motor insurance policy. What happened In November 2023 Miss B’s car was stolen and so she raised a claim with Admiral. Miss B’s vehicle was recovered at... (4 pages)View decision -
Decision Reference DRN-5236379
2 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5236379 The complaint Miss M has complained that Monzo Bank Ltd are holding her liable for unauthorised payments and a debt taken out fraudulently in her name. What happened In September 2021, Miss M tried to close her Monzo account. The account had, by that point, become effectivel... (4 pages)View decision -
Decision Reference DRN-5217875
2 Jan 2025 Nationwide Building Society Not upheldMortgagesDRN-5217875 The complaint Mr S complains that Nationwide Building Society withdrew his mortgage application, although it had already been granted, because of the service charge costs. But Mr S said Nationwide had known about those costs from the start. What happened Mr S said he was a f... (7 pages)View decision -
Decision Reference DRN-5223529
2 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5223529 The complaint Mr F complains about esure Insurance Limited (“EIL”) and the settlement offer they put forward following the claim he made on his home insurance policy. Mr F also complains about the service he received during the claim process. What happened The claim and comp... (4 pages)View decision
