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-4552382
9 Feb 2024 Wakam UpheldInsuranceDRN-4552382 The complaint Mr and Ms E complain about the decision by Wakam to turn down their accidental damage claim made under their buildings insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll fo... (2 pages)View decision -
Decision Reference DRN-4325525
9 Feb 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4325525 The complaint Mrs E has complained on behalf of the estate of Mrs B that Aviva Life & Pensions UK Limited won’t pay out on a flexible bond with life cover. What happened The late Mrs B took out a flexible bond with life cover in June 1997. Mrs B sadly passed away in Septemb... (2 pages)View decision -
Decision Reference DRN-4437191
9 Feb 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4437191 The complaint Mr Z complains that TSB Bank plc treated him unfairly in branch. What happened In early 2023, Mr Z visited a branch of TSB to deposit money. Mr Z has a stammer which makes it difficult to speak to people and means that he sometimes makes faces when talking. Mr Z t... (2 pages)View decision -
Decision Reference DRN-4609365
9 Feb 2024 Santander UK Plc UpheldMortgagesDRN-4609365 The complaint Mrs M and Mr M complain Santander UK Plc declined their application to port their mortgage to a new property. What happened Mrs M and Mr M had a mortgage with Santander that was secured over their residential property. They benefited from a seven-year fixed intere... (5 pages)View decision -
Decision Reference DRN-4611531
9 Feb 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4611531 The complaint Mr S complains on behalf of his company, I’ll call R, that Santander UK Plc restricted access to R’s account. He’d like then funds released to him. What happened Mr S has business account with Santander for his business, which I’ll call R. In 2018 R’s account was ... (3 pages)View decision -
Decision Reference DRN-4602903
9 Feb 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4602903 The complaint Mr C, X and Mr C have complained about the service they received from Inter Partner Assistance SA (‘IPA’) while they were abroad. All reference to IPA includes any agents acting on its behalf. For ease, I will refer to Mr C throughout my decision. What happened Mr... (2 pages)View decision -
Decision Reference DRN-4565226
9 Feb 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4565226 The complaint H, a company, made a claim on its DAS Legal Expenses Insurance Company Limited (‘DAS’) Trades and Professions legal expenses insurance policy, which was declined. H says DAS were wrong to decline its claim and should now cover the costs of it. H’s complaint is bro... (2 pages)View decision -
Decision Reference DRN-4611567
9 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4611567 The complaint Mr F, Miss M and Mr and Mrs S are unhappy because they say Aviva Insurance Limited hasn’t offered a fair refund of the premium paid for a single trip travel insurance policy when they were unable to travel abroad to their intended destination. That was due to trav... (5 pages)View decision -
Decision Reference DRN-4563446
9 Feb 2024 Aviva Insurance Limited UpheldInsuranceDRN-4563446 The complaint Miss S has complained about Aviva Insurance Limited’s (Aviva’s) handling of a claim she made under the buildings insurance policy which covers her property. What happened Miss S’s property is covered by an “all risks” buildings insurance policy in the name of a ho... (2 pages)View decision -
Decision Reference DRN-4447590
9 Feb 2024 Equiniti Financial Services Limited Not upheldInvestmentsDRN-4447590 The complaint Mrs R has complained about Equiniti Financial Services Limited (Equiniti). She said it hasn’t reissued an unpaid cheque that had previously been sent to her. She said she didn’t cash in the original cheque and so would like Equiniti to reissue it and pay interest.... (3 pages)View decision
