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 359538 results
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Decision Reference DRN-4536262
14 Feb 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-4536262 The complaint Miss W is unhappy that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened On 27 February 2023, Miss W was supplied with a used car through a hire purchase agreement with BMF. Sh... (5 pages)View decision -
Decision Reference DRN-4613996
14 Feb 2024 Vitality Health Limited Not upheldInsuranceDRN-4613996 The complaint Mr B has complained that Vitality Health Limited (‘Vitality’) didn’t pay for a procedure it had authorised. What happened Mr B had a private medical insurance policy, underwritten by Vitality. He made a claim for a procedure which was authorised by Vitality and sc... (3 pages)View decision -
Decision Reference DRN-4305730
14 Feb 2024 Santander UK Plc UpheldMortgagesDRN-4305730 The complaint Miss K’s complaint is about the deeds of her property, which is mortgaged to Santander UK Plc. She has complained that she was not informed when her solicitors did not return the deeds to Santander in 2018, thereby meaning that she couldn’t take action to resolve ... (3 pages)View decision -
Decision Reference DRN-4591033
14 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4591033 The complaint A complains about delays by HSBC UK Bank Plc when processing international payments. What happened On 2 August 2023 Mr R instructed an international payment of €110,005 to an account in Europe. The payment was processed by HSBC on 3 August 2023 and held for checks... (2 pages)View decision -
Decision Reference DRN-4526573
14 Feb 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4526573 The complaint Miss F1 and Miss F2 complain because Liverpool Victoria Insurance Company Limited (‘LV’) hasn’t paid their travel insurance claim for cutting a trip short. What happened Miss F1 and Miss F2 held an annual travel insurance policy, provided by LV. Unfortunately, whi... (3 pages)View decision -
Decision Reference DRN-4510637
14 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4510637 The complaint Mr N complains National Westminster Bank Plc (NatWest) provided poor customer service when he visited the branch to make a cash withdrawal. What happened Mr N says he visited a branch of NatWest in late May 2023 to make a cash withdrawal of £5,850. Mr N says after... (2 pages)View decision -
Decision Reference DRN-4457962
14 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4457962 The complaint Mr and Mrs D complain that AXA Insurance UK Plc provided poor repairs to their property following a claim for an escape of water. What happened Mr and Mrs D had home insurance with AXA. In June 2019 they made a claim after there was water ingress into their home t... (3 pages)View decision -
Decision Reference DRN-4621842
14 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4621842 The complaint Mr C and Ms O have complained that Aviva Insurance Limited declined a claim they made on a travel insurance policy. What happened In July 2023, Mr C and Ms O were due to return home from a holiday in Europe. Having arrived at the Eurotunnel, they realised that the... (2 pages)View decision -
Decision Reference DRN-4342224
14 Feb 2024 Sun Life Assurance Company of Canada (U.K.) Limited Not upheldPensions and AnnuitiesDRN-4342224 The complaint Mr W complains that Sun Life Assurance Company of Canada (U.K.) Limited (‘Sun Life’) are responsible for the sale of his Free-Standing Additional Voluntary Contribution (FSAVC) in 1999. Mr W says that it was mis-sold because he should instead have been recommended... (2 pages)View decision -
Decision Reference DRN-4607433
14 Feb 2024 Topaz Finance Limited UpheldMortgagesDRN-4607433 The complaint Mrs D’s complaint is about a buy-to-let (BTL) mortgage she has with Topaz Finance Limited trading as Rosinca Mortgages. She is unhappy with Topaz’s actions and administration following the term of the mortgage ending. Mrs D is represented in her complaint. What ha... (10 pages)View decision
