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 354447 results
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Decision Reference DRN-5214127
16 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5214127 The complaint Mrs B and Mr B are unhappy with the service provided by AXA Insurance UK Plc (AXA) after making a claim following a flood that damaged their home, outbuilding and contents. Mrs B and Mr B are both parties to this complaint. Mr B has primarily dealt with this s... (6 pages)View decision -
Decision Reference DRN-5094063
16 Dec 2024 Unum Ltd Not upheldInsuranceDRN-5094063 The complaint Mr J is unhappy with Unum Limited’s decision to decline his income protection claim. What happened Mr J had income protection insurance with Unum provided by his previous employer. On 29 September 2023, he became too unwell to work. Mr J suffered with symptoms ... (3 pages)View decision -
Decision Reference DRN-5086736
16 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5086736 The complaint Mr R complains Santander UK Plc (“Santander”) didn’t close his accounts with them on the dates they’d given. What happened Mr R said after giving him notice that it was closing his accounts Santander didn’t close them when it had promised to. He said Santander ... (3 pages)View decision -
Decision Reference DRN-4976867
16 Dec 2024 Nationwide Independent Consultants Ltd Not upheldMortgagesDRN-4976867 The complaint Mr and Mrs W have complained about the advice they received from Nationwide Independent Consultants Ltd in 2021 when their preferential interest rate product was coming to an end on their mortgage. Mr and Mrs W are represented in bringing this complaint by a cl... (4 pages)View decision -
Decision Reference DRN-5142264
16 Dec 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5142264 The complaint Mr M complains that Assurant General Insurance Limited (‘Assurant’) mishandled his claim on a mobile phone insurance policy. What happened Mr M had a phone insured with Assurant. Each claim was subject to an excess of £75.00. In late June 2024, Mr M reported ... (3 pages)View decision -
Decision Reference DRN-5152944
16 Dec 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5152944 The complaint Ms B complains about Accredited Insurance (Europe) Ltd’s (“Accredited”) decision to decline her claim under her home insurance policy. What happened Ms B claimed under her policy after a contractor, who she’d appointed to carry out some work, identified water ... (5 pages)View decision -
Decision Reference DRN-5191424
16 Dec 2024 The Co-operative Bank Plc UpheldMortgagesDRN-5191424 The complaint Miss M complains about the way in which The Co-operative Bank Plc (Co-op) handled her application to switch her mortgage product and add her partner to the mortgage. What happened Miss M had a mortgage with Co-op that was on an interest rate product which expir... (3 pages)View decision -
Decision Reference DRN-5151519
16 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5151519 The complaint Mr H has complained that Nationwide Building Society (“Nationwide”) has decided to increase the cost of the FlexPlus packaged bank account by £5 per month, from December 2024. What happened After Mr H was notified of the increase in the monthly account fee, he ... (3 pages)View decision -
Decision Reference DRN-5214082
16 Dec 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5214082 The complaint Miss K is unhappy with the service she received from Phoenix Life Limited (Phoenix Life). What happened Miss K took out a personal pension plan (PPP) with Phoenix Life in 1998, at the time she set her retirement date at March 2021. Miss K’s PPP was set up to ‘... (5 pages)View decision -
Decision Reference DRN-4755040
16 Dec 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4755040 The complaint Mr M complains that a finance agreement he entered into with BMW Financial Services (GB) Limited (BMWFS) was mis-sold to him. What happened Mr M entered into a four-year HP (PCP - Personal Contract Purchase) agreement with BMWFS in December 2022 to fund the pro... (2 pages)View decision
