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
-
Decision Reference DRN-4731696
18 Apr 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4731696 The complaint Miss G complains that AXA Insurance UK Plc has turned down a medical expenses claim she made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key events. O... (3 pages)View decision -
Decision Reference DRN-4629327
18 Apr 2024 esure Insurance Limited UpheldInsuranceDRN-4629327 The complaint Mr K has complained about his car insurer, esure Insurance Limited (Esure) regarding a settlement offer it made when his car was declared a total loss (beyond economic repair). What happened Mr K had an accident in his car on 27 July 2023. He had bought it the mon... (2 pages)View decision -
Decision Reference DRN-4719158
18 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4719158 The complaint Mr S complains that Santander UK Plc unreasonably restricted his account. What happened Mr S was a longstanding customer of Santander. In April 2023 he wanted to make a payment to his girlfriend, who lives overseas. Santander was concerned about the payment Mr S w... (3 pages)View decision -
Decision Reference DRN-4526893
18 Apr 2024 Black Horse Limited Not upheldConsumer CreditDRN-4526893 The complaint Mrs C is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened On 10 October 2022, Mrs C was supplied with a used car through a hire purchase agreement with Black Horse. The agre... (4 pages)View decision -
Decision Reference DRN-4746052
18 Apr 2024 Lendable Ltd Not upheldConsumer CreditDRN-4746052 The complaint Ms J complains that the car she acquired financed through a hire purchase agreement with Lendable Ltd, trading as Autolend, wasn't of satisfactory quality. What happened In December 2022 Ms J acquired a second-hand car financed through a hire purchase agreeme... (5 pages)View decision -
Decision Reference DRN-4681794
18 Apr 2024 Accord Mortgages Limited UpheldMortgagesDRN-4681794 The complaint Mr and Mrs M’s complaint is about a mortgage they have with Accord Mortgages Limited. They are unhappy that they were offered a mortgage with a fixed interest rate product attached to its entire balance until 2026, but Accord then told them in 2023 that part of th... (4 pages)View decision -
Decision Reference DRN-4749898
18 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4749898 The complaint Miss E complains that Admiral Insurance (Gibraltar) Limited told her that a windscreen claim wouldn’t affect her renewal for her motor insurance policy. What happened In September 2023, Miss E contacted Admiral as she wanted to know if she had windscreen cover on ... (3 pages)View decision -
Decision Reference DRN-4552421
18 Apr 2024 Scottish Widows Limited Not upheldInvestmentsDRN-4552421 The complaint Ms W’s complaint is about a mortgage endowment policy she took out with Scottish Widows Limited trading as Clerical Medical in 1998. She has complained that in 2023 Scottish Widows would not allow her to extend the term of the policy, despite documentation from an... (4 pages)View decision -
Decision Reference DRN-4694774
18 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4694774 The complaint Mrs F complains about the service provided by Santander UK Plc when carrying out a Know Your Customer review. What happened Mrs F held a number of accounts with Santander, including a current account. Mrs F lives outside of the UK. On 12 September 2023 Santander w... (3 pages)View decision -
Decision Reference DRN-4715439
18 Apr 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4715439 The complaint Mr W complains that Barclay Bank UK PLC declined his mortgage application. As a result he had to pay an early repayment charge (ERC) What happened Mr W had a mortgage with Barclays in joint names with his husband, who he is now separated from. I understand that an... (3 pages)View decision
