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 352408 results
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Decision Reference DRN-5102036
21 Nov 2024 The One Stop Money Shop Limited Not upheldConsumer CreditDRN-5102036 The complaint Mr M complains that The One Stop Money Shop Limited was irresponsible in its lending to him. He wants the loan cancelled, money he has paid refunded and any adverse information removed from his credit file. What happened Mr M was provided with a £400 fixed sum ... (3 pages)View decision -
Decision Reference DRN-5068307
21 Nov 2024 Tesco Underwriting Limited UpheldInsuranceDRN-5068307 The complaint Ms E and Mr R complain about Tesco Underwriting Limited’s handling of their buildings insurance claim. All references to Tesco also include its appointed agents. What happened What my decision considers My decision considers the complaint addressed in Tesco’s f... (5 pages)View decision -
Decision Reference DRN-4961203
21 Nov 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4961203 The complaint Mrs S has complained that Lloyds Bank General Insurance Limited trading as Halifax (Lloyds) unfairly declined a claim under her home insurance policy. Mrs S is represented in this complaint but, for ease, I’ll normally only refer to her. References to Lloyds i... (4 pages)View decision -
Decision Reference DRN-5162278
21 Nov 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5162278 The complaint Miss H is unhappy that National Savings and Investments (“NS&I”) didn’t accept a transfer of £16,000 she made into her ISA. What happened On 5 April 2023, shortly before the end of the 2022/23 tax year, Miss H instructed a transfer of £16,000 into her ISA. ... (3 pages)View decision -
Decision Reference DRN-5048001
21 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5048001 The complaint Mr S is complaining about U K Insurance Limited’s handling and settlement of a claim he made on his car insurance policy. What happened Mr S was involved in an accident with his car in November 2023, where he was very seriously injured. His father, and then his... (4 pages)View decision -
Decision Reference DRN-4964686
21 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4964686 The complaint Mr C and Mr G complain about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) decision to decline their claim under their home insurance policy. They also complain that Admiral have acted in a discriminatory manner. Mr C has acted as the main representative... (4 pages)View decision -
Decision Reference DRN-4730266
21 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4730266 The complaint Mrs S complains about AXA Insurance UK Plc (AXA) handling of a claim for subsidence under her home insurance policy. Reference to AXA includes its agents and contractors. What happened The details of this complaint are well known to both parties, so I won’t r... (5 pages)View decision -
Decision Reference DRN-4959881
21 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4959881 The complaint Mr N complains about Royal & Sun Alliance Insurance Limited (‘RSA’) declining his claim for malicious damage under his commercial (rental property) buildings insurance policy. What happened The background to this complaint is well known to Mr N and RSA and ... (3 pages)View decision -
Decision Reference DRN-5158402
21 Nov 2024 Society of Lloyd's Not upheldInsuranceDRN-5158402 The complaint Mr M complains that Society of Lloyd’s is responsible for mishandling his claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van with a weight under 3.5 tonnes. Mr M used the van ... (3 pages)View decision -
Decision Reference DRN-5139999
21 Nov 2024 Ageas Insurance Limited UpheldInsuranceDRN-5139999 The complaint Miss C and Mr D are unhappy that Ageas Insurance Limited (Ageas) hasn’t fully settled their travel insurance claim. What happened Miss C and Mr D took out an annual travel insurance policy in 2020. Ageas was the underwriter on the policy. In August 2020, Miss C... (4 pages)View decision
