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-4718638
22 Apr 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4718638 The complaint Mrs H complains about the way Liverpool Victoria Insurance Company Limited (“LV”) handled a claim she made for damage caused by subsidence on her home insurance policy. Mrs H is being represented in bringing this complaint, but for ease I’ve referred to all action... (5 pages)View decision -
Decision Reference DRN-4678296
22 Apr 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4678296 The complaint Mrs M complains about AXA PPP Healthcare Limited’s calculation of the applicable No Claims Discount (NCD) at annual renewal of her personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simp... (4 pages)View decision -
Decision Reference DRN-4755215
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4755215 The complaint Mr K complains that Santander UK Plc blocked a transaction on his credit card even though he confirmed it was genuine. He says this caused him to incur unnecessary costs of around £400 which he wants refunded. Mr K’s wife is acting as a representative on this comp... (4 pages)View decision -
Decision Reference DRN-4495881
22 Apr 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4495881 The complaint Miss W complains that National Westminster Bank Plc (‘NatWest’) irresponsibly gave her a credit card account she couldn’t afford. What happened In April 2010, Miss W applied for and was granted a credit card account with NatWest with a credit limit of £1,350. Ther... (2 pages)View decision -
Decision Reference DRN-4683065
22 Apr 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4683065 The complaint Mr G has complained that Ageas Insurance limited unfairly and unreasonably cancelled his policy. It also didn’t refund the set-up fee of £20 and placed a cancellation marker on his insurance record making it unaffordable for Mr G to buy another policy. What happen... (3 pages)View decision -
Decision Reference DRN-4755343
22 Apr 2024 HDI Global Specialty SE Not upheldInsuranceDRN-4755343 The complaint Mr D complains HDI Global Specialty SE unfairly declined a claim he made on his building warranty policy. What happened Mr D owns a property which comes with an HDI building warranty for ten years. In 2023 – around five years into the policy – he made a claim on i... (3 pages)View decision -
Decision Reference DRN-4425985
22 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4425985 The complaint Mr O complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-4413685
22 Apr 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4413685 The complaint Mr B complains about a used car he acquired with finance provided by MI Vehicle Finance Limited (MIVF). What happened In March 2023 Mr B entered into a four-year regulated hire purchase agreement with MIVF in relation to a used car. He also bought GAP insurance at... (3 pages)View decision -
Decision Reference DRN-4486553
22 Apr 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4486553 The complaint Mrs F complains, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by being party to an unfair credit relationship with her under Section 140A of the CCA. The credit agreement giving ... (3 pages)View decision -
Decision Reference DRN-4754918
22 Apr 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4754918 The complaint Mr H has a self-invested personal pension (“SIPP”) with Options UK Personal Pensions LLP (“Options”), formerly Carey Pensions UK LLP (“Carey”). Mr H transferred his defined benefit occupational pension scheme to the SIPP to invest in a property-based investment sc... (28 pages)View decision
