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 360264 results
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Decision Reference DRN-4770059
18 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4770059 The complaint Mr J and Mrs B complain about how AXA Insurance UK Plc responded to a claim made under their home insurance policy. Much of Mr J and Mrs B’s dissatisfaction has arisen because of the actions of AXA’s appointed agents (contractors). As AXA accept they are respon... (3 pages)View decision -
Decision Reference DRN-4897755
18 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4897755 The complaint Mr P complains that Santander UK Plc (Santander) won’t refund money he lost in an investment scam. What happened What Mr P says: Mr P says he invested money in an investment that turned out to be a scam. The company involved (which I will call ‘company A’) clai... (4 pages)View decision -
Decision Reference DRN-5032950
18 Nov 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5032950 The complaint Mr M complains that Oodle Financial Services Limited (Oodle FS) was irresponsible in its lending to him. He wants all interest and charges paid under his hire purchase agreement refunded along with interest and any negative information removed from his credit f... (3 pages)View decision -
Decision Reference DRN-5152595
18 Nov 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5152595 The complaint Mr B’s complaint is about the handling of a claim under his mobile phone insurance policy with Assurant General Insurance Limited provided as part of a package of benefits with his bank. What happened In late 2023, Mr B contacted Assurant as he had damaged the... (7 pages)View decision -
Decision Reference DRN-5050723
18 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-5050723 The complaint Mr T has complained about his let property insurer U K Insurance Limited because it has declined his claim for damage at his property on the grounds it was maliciously caused by the tenants. What happened Mr T let his property to a company (“M”). M used the pr... (3 pages)View decision -
Decision Reference DRN-5153597
18 Nov 2024 Barclays Bank UK PLC UpheldMortgagesDRN-5153597 The complaint This complaint is about a buy-to-let (BTL) mortgage Mr P holds with Barclays Bank UK PLC. The core of the complaint starts from Barclays handled a request Mr P made to put the mortgage on a new fixed rate deal in May 2023. The rate switch didn’t go ahead, due t... (6 pages)View decision -
Decision Reference DRN-4908443
18 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4908443 The complaint Mrs C complains that it took around one month for a payment she made by cheque from her account with Bank of Scotland plc trading as Halifax to reach her account with another bank. The delay caused her worry, distress and inconvenience. Mr C, who holds power of... (3 pages)View decision -
Decision Reference DRN-4827031
18 Nov 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4827031 The complaint Mr and Mrs A complain about a claim made under their residential property owners insurance with Fairmead Insurance Limited. What happened The background to this complaint is well known to Mr and Mrs A and Fairmead. In my decision, I’ll focus mainly on giving th... (3 pages)View decision -
Decision Reference DRN-5050388
18 Nov 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5050388 The complaint Mr M was unhappy with the valuation Ageas Insurance Limited (“Ageas”) placed on his vehicle after it was stolen. He was disappointed with the customer service he received under his motor policy. What happened When Mr M made a claim, Ageas investigated the detai... (2 pages)View decision -
Decision Reference DRN-5095914
18 Nov 2024 Skipton Building Society Not upheldMortgagesDRN-5095914 The complaint Miss J and Mr S’s complaint about Skipton Building Society (SBS) relates to their application to port their existing mortgage to a new property. What happened Miss J and Mr S had a joint mortgage (the mortgage) with SBS. On 1 March 2024 Miss J contacted SBS to... (3 pages)View decision
