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 342371 results
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Decision Reference DRN-4892234
5 Jul 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4892234 The complaint Mr C complains that Capital One (Europe) plc provided him with poor customer service, and they gave him incorrect information. What happened Mr C says that he was unhappy with some information about the Capital One credit card that he was about to apply for, so he... (3 pages)View decision -
Decision Reference DRN-4734598
5 Jul 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4734598 The complaint Mr B complains that AXA Insurance UK Plc (“AXA”) unfairly valued his vehicle after it was damaged beyond repair in a fire. What happened Mr B’s car caught fire in 2022 and was deemed to be beyond economical repair. Mr B made a claim to his insurer, AXA. AXA accept... (2 pages)View decision -
Decision Reference DRN-4760661
5 Jul 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4760661 The complaint Mr and Mrs G complain that Accord Mortgages Limited promised them a response to a query about their account. The question wasn’t responded to until several weeks later which held up their application to amend the term of their mortgage. What happened Mr and Mrs G ... (2 pages)View decision -
Decision Reference DRN-4845405
5 Jul 2024 Sainsbury's Bank Plc Not upheldInsuranceDRN-4845405 The complaint Mrs S has complained about Sainsbury’s Bank Plc which administered her car insurance policy. Mrs S had arranged for the policy to auto-renew – but Sainsbury’s changed that. What happened Mrs S arranged her insurance via Sainsbury’s. She selected to have it auto-re... (3 pages)View decision -
Decision Reference DRN-4889131
5 Jul 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4889131 The complaint Mr and Mrs A complain about what happened when interest rate rises meant they were no longer paying enough to their mortgage with HSBC UK Bank Plc trading as first direct (“fd”). They said it didn’t alert them to the arrears, so their credit files are affected. Wh... (5 pages)View decision -
Decision Reference DRN-4741245
5 Jul 2024 Commsave Credit Union Limited Not upheldConsumer CreditDRN-4741245 The complaint Mr B complains that Commsave Credit Union Limited (“Commsave”) were unreasonable to ask him for evidence of his financial situation. What happened Mr B has a personal loan with Commsave to which Commsave had agreed to allow him to make reduced payments in light of... (2 pages)View decision -
Decision Reference DRN-4796593
5 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4796593 The complaint Ms C complains about the way Ageas Insurance Limited has handled a claim she made on her home insurance policy for damage caused by subsidence. What happened This is a long running claim; as the background is well known to both parties, I’ve provided only a brief ... (3 pages)View decision -
Decision Reference DRN-4892027
5 Jul 2024 Zurich Insurance PLC UpheldInsuranceDRN-4892027 The complaint Mr F complains Zurich Insurance PLC unfairly handled a claim he made for an escape of water on his landlord’s insurance policy and declined a claim for malicious damage. What happened In March 2023 Mr F’s tenant vacated his rental property. Mr F discovered the ten... (4 pages)View decision -
Decision Reference DRN-4819110
5 Jul 2024 Euroins AD UpheldInsuranceDRN-4819110 The complaint Mr and Mrs D are unhappy with the way with the way in which Euroins AD handled a claim made on their travel insurance policy (‘the policy’) including delays in repatriating Mr D back to the UK and only covering a proportion of the costs claimed for. All reference ... (6 pages)View decision -
Decision Reference DRN-4891880
5 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4891880 The complaint Miss G complains that Monzo Bank Ltd won’t refund the money she lost when he was the victim of a scam. What happened In May 2023, Miss G was looking to book a holiday and was given a number for a travel agent by a friend. She spoke to the travel agent, agreed a pr... (4 pages)View decision