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 356013 results
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Decision Reference DRN-4987555
5 Sep 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4987555 The complaint Mr G complains that Accredited Insurance (Europe) Ltd has unfairly declined his claim for a stolen vehicle under his motor insurance policy. Any reference to Accredited also includes its agents. What happened Mr G runs a business which requires the use of a v... (5 pages)View decision -
Decision Reference DRN-4932255
5 Sep 2024 Santander UK Plc Not upheldMortgagesDRN-4932255 The complaint Miss L complains about the way Santander UK Plc handled her application to port her mortgage product to a new property and take additional borrowing. She feels it charged her an Early Repayment Charge unfairly and would like this refunded. What happened In 2018... (3 pages)View decision -
Decision Reference DRN-4996671
5 Sep 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4996671 The complaint Miss W has complained that Tandem Personal Loans Ltd (“Tandem”) gave her a loan she couldn’t afford to repay. What happened Miss W was given one personal loan of £6,000 by Tandem on 25 April 2018 this loan was for debt consolidation. Miss W was due to make 48 ... (3 pages)View decision -
Decision Reference DRN-4947289
5 Sep 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4947289 The complaint Mr G has complained that Legal and General Assurance Society Limited (L&G) failed to contact him during the term of his life assurance policy. What happened Mr G and Mrs G took out life assurance policies through a third party in 2004. This complaint concer... (2 pages)View decision -
Decision Reference DRN-4898175
5 Sep 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4898175 The complaint Mr A complains Santander UK plc (Santander) banking app failed to provide an acknowledgement when he made a payment, resulting in the payment being duplicated. What happened Mr A says while overseas he attempted to make a payment for his rent of £775 using his ... (2 pages)View decision -
Decision Reference DRN-5004332
5 Sep 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5004332 The complaint Miss L complains that Red Sands Insurance Company (Europe) Limited unfairly declined a claim under her pet insurance policy. Where I refer to Red Sands, this includes the actions of its agents and claims handlers for which it takes responsibility. What happen... (3 pages)View decision -
Decision Reference DRN-4914112
5 Sep 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4914112 The complaint The estate of Mr I (the estate) complains that American Express Services Limited (AESEL) have provided poor customer service on multiple occasions after Mr I had passed away. What happened The estate says that they rung AESEL and informed them of Mr I’s passing... (3 pages)View decision -
Decision Reference DRN-5004260
5 Sep 2024 Covea Insurance plc Not upheldInsuranceDRN-5004260 The complaint Mr B complains that Covea Insurance plc (Covea) has partially declined a claim made under his landlord property insurance policy. What happened Mr B owns adjoining properties which are let out to tenants, and both properties are insured, separately, by Covea. ... (5 pages)View decision -
Decision Reference DRN-4957189
5 Sep 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4957189 The complaint Mr J complains that Marshmallow Insurance Limited cancelled his motor insurance policy and despite later accepting this was done in error, has failed to compensate him properly. What happened Mr J took out a motor insurance policy with Marshmallow which started... (3 pages)View decision -
Decision Reference DRN-4626166
5 Sep 2024 Key Retirement Solutions Limited Not upheldMortgagesDRN-4626166 The complaint Mr and Mrs T complain that Key Retirement Solutions Limited, trading as The Equity Release Experts (TERE), was negligent and misled them. As a result they complain that they have lost the opportunity to apply for a further advance on their lifetime mortgage. Wh... (3 pages)View decision
