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 118878 results
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Decision Reference DRN-3838543
5 Dec 2022 AWP P&C SA UpheldInsuranceDRN-3838543 The complaint Mr and Mrs P complain that AWP P&C SA has turned down a medical expenses claim they made on a travel insurance policy. What happened Mr and Mrs P have travel insurance as a benefit of a packaged bank account. Mr and Mrs P were abroad on holiday in a country I’... (4 pages)View decision -
Decision Reference DRN-3805208
5 Dec 2022 esure Insurance Limited UpheldInsuranceDRN-3805208 The complaint Mr R and Mr S complain about esure Insurance Limited’s level of service and its settlement offer following a claim on their motor insurance policy. Mr R is a named driver on Mr S’s policy. He wants a higher valuation for their car and compensation. What happened M... (2 pages)View decision -
Decision Reference DRN-3731405
5 Dec 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3731405 The complaint Mrs N complains about how Fairmead Insurance Limited dealt with her escape of water claim on her home insurance policy. Mrs N has been represented on her claim and complaint, for ease of reading I’ve referred to Mrs N throughout. What happened Mrs N had an escape ... (2 pages)View decision -
Decision Reference DRN-3789370
5 Dec 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3789370 The complaint Mrs W has complained that AA Underwriting Insurance Company Limited (‘AA’) declined a claim under her buildings insurance policy following water damage to her property. What happened In March 2022, Mrs W noticed black marks on the skirting board of her utility roo... (3 pages)View decision -
Decision Reference DRN-3840819
5 Dec 2022 Santander UK Plc UpheldMortgagesDRN-3840819 The complaint Mr and Mrs C complain that Santander UK Plc (“Santander”) didn’t send them a closing statement when they redeemed their mortgage. Once a statement was sent, it was not in the usual format and was hard to understand and Mr and Mrs C say a copy was also sent to thei... (4 pages)View decision -
Decision Reference DRN-3840769
5 Dec 2022 Bradford & Bingley Limited UpheldMortgagesDRN-3840769 The complaint This complaint is about a mortgage Mr P holds with Bradford & Bingley Limited (B&B). There are several elements to the complaint. Mr P is unhappy with: B&B charging the wrong interest rate during part of November 2001; keeping him in a phone call for... (3 pages)View decision -
Decision Reference DRN-3808429
4 Dec 2022 Sainsbury's Bank Plc UpheldInsuranceDRN-3808429 The complaint Mrs G and Mr G complain that Sainsbury’s Bank Plc (“Sainsbury’s”) renewed their buildings and contents insurance policy automatically without notifying them. What happened Mrs G and Mr G took out buildings and contents insurance which was arranged by Sainsbury’s. ... (4 pages)View decision -
Decision Reference DRN-3835963
4 Dec 2022 HSBC UK Bank Plc UpheldConsumer CreditDRN-3835963 The complaint Miss C complains that HSBC UK Bank Plc refused to allow her to re-start her loan repayments and complains about the information reported on her credit file about the loan. What happened Miss C was unwell in 2020 and via a third-party debt help organisation I will ... (3 pages)View decision -
Decision Reference DRN-3731960
3 Dec 2022 Barclays Bank UK PLC UpheldConsumer CreditDRN-3731960 The complaint Mrs C complains that Barclays Bank UK PLC (Barclays) wrote to her about a loan that wasn’t hers. What happened Mrs C didn’t have a loan from Barclays, but she received letters from Barclays’ debt collection agency. There were approximately nine letters sent to her... (2 pages)View decision -
Decision Reference DRN-3692154
2 Dec 2022 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3692154 The complaint Mr W is unhappy with the service The Co-operative Bank Plc provided after it placed a fraud block on his account. What happened On 26 June 2021 The Co-op Bank placed a fraud block on Mr W’s account. It called Mr W and left a voicemail asking him to call back. When... (3 pages)View decision
