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 353101 results
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Decision Reference DRN-4565617
14 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4565617 The complaint Mr L is complaining about the amount One Insurance Limited has paid to settle a claim on his car insurance policy. What happened In June 2023 Mr L was involved in an accident, so he contacted One Insurance to claim for the damage to his car against his car insuran... (2 pages)View decision -
Decision Reference DRN-4635621
14 Mar 2024 Accord Mortgages Limited Not upheldMortgagesDRN-4635621 The complaint Mr B and Miss J complain that Accord Mortgages Limited (Accord) would not allow them to cancel their product transfer or redeem their current mortgage without incurring an early repayment charge (ERC) in order to allow them to re-mortgage to a different lender. Wh... (3 pages)View decision -
Decision Reference DRN-4482350
14 Mar 2024 Black Horse Limited Not upheldConsumer CreditDRN-4482350 The complaint Mrs L is unhappy that Black Horse Limited didn’t correctly account for a deposit when they supplied her with a car under a hire purchase agreement. What happened On 31 May 2022, Mrs L was supplied with a used car through a hire purchase agreement with Black Horse.... (3 pages)View decision -
Decision Reference DRN-4479085
14 Mar 2024 Covea Insurance plc UpheldInsuranceDRN-4479085 The complaint Mr and Mrs M are unhappy with how Covea Insurance plc (Covea) have handled their claim for flood damage on their home insurance policy. Reference to Covea includes its agents. What happened The background of this complaint is well known to both parties. So, I’ll s... (2 pages)View decision -
Decision Reference DRN-4684487
14 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4684487 The complaint Miss B’s representative complains on her behalf that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined to settle her claim on her motor insurance policy. References to Miss B, or her representative, will include the other. What happened Miss B was ... (4 pages)View decision -
Decision Reference DRN-4530731
14 Mar 2024 Sky UK Limited UpheldConsumer CreditDRN-4530731 The complaint Miss V complains about a fixed sum loan agreement she took out with Sky UK Limited. What happened In July 2023, Miss V started an online application for a fixed sum loan agreement with Sky, to pay for a brand new mobile telephone handset, which I’ll call Device On... (5 pages)View decision -
Decision Reference DRN-4676274
14 Mar 2024 Allianz Insurance Plc Not upheldInsuranceDRN-4676274 The complaint Mrs W’s complaint is about a claim she made on her Allianz Insurance Plc pet insurance policy, which was declined. Mrs W is unhappy with this and feels that Allianz have treated her unfairly. What happened Mrs W took out a lifetime pet insurance policy for her pet... (3 pages)View decision -
Decision Reference DRN-4684408
14 Mar 2024 Santander UK Plc UpheldMortgagesDRN-4684408 The complaint Miss P and Mr G’s complaint relates to a mortgage they have with Santander UK Plc. They are unhappy about the delays they encountered in being able to apply for a re-mortgage because of mistakes Santander made with a credit card account in Miss P’s name. These del... (5 pages)View decision -
Decision Reference DRN-4542659
14 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4542659 The complaint Mrs M is complaining about Clydesdale Bank Plc trading as Virgin Money because it declined multiple transactions on her credit card account. As a result, she and her husband used their debit cards to complete purchases and missed out on reward points on the card. ... (2 pages)View decision -
Decision Reference DRN-4623755
14 Mar 2024 Santander UK Plc Not upheldMortgagesDRN-4623755 The complaint Miss B’s complaint is about a secured personal loan that was taken out in her and her ex-partner’s names in 2007. She is unhappy that Santander UK Plc is holding her liable for the debt, even though she told Santander she was coerced into signing the application. ... (4 pages)View decision
