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 362716 results
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Decision Reference DRN-5260019
1 Aug 2025 AXA Insurance UK Plc UpheldInsuranceThe complaint Mr H complains that AXA Insurance UK Plc declined his home insurance claim for a damaged ring. Mr H is the sole policyholder. He is represented in this complaint by his wife but for ease of reference I’ll just refer to Mr H. My references to AXA include its agents. What happe... (3 pages)View decision -
Decision Reference DRN-5427639
24 Apr 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5427639The complaint Mr S as an executor of the late Ms S’s estate complain s that National Savings and Investments (“NS&I”) wrongly paid out another customers bonds to him resulting in him being asked to pay the value of the bonds back. What happened Mr S discovered a premium bond... (4 pages)View decision -
Decision Reference DRN-5449337
1 Apr 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5449337 The complaint Mr C complains about AmTrust Specialty Limited’s handling of a property insurance claim on a property he rents out. What happened Mr C owns a property he rents to a tenant. The property is insured with Amtrust. In early Spring 2024, Mr C contacted Amtrust to ma... (4 pages)View decision -
Decision Reference DRN-5403385
1 Apr 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5403385 The complaint Mr O has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘Amex’) didn’t transfer his Avios points to his BA account. What happened Mr O’s points, accrued from his Amex credit card account, weren’t transferring over to his BA Executive Club Account. Am... (1 page)View decision -
Decision Reference DRN-5402947
1 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5402947 The complaint Mr W complains that Vanquis Bank Limited was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with statutory interest. Mr W is represented by a third party but for ease of reference I have referred to Mr W throug... (4 pages)View decision -
Decision Reference DRN-5383520
1 Apr 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5383520 The complaint Ms A complains about the way that American Express Services Europe Limited has dealt with her claim for a refund of some of the money that she paid for some clothing. What happened Ms A used her American Express credit card in October 2023 to pay £603.84 to a m... (3 pages)View decision -
Decision Reference DRN-5407449
1 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5407449 The complaint Miss B and Miss B complained that Aviva Insurance Limited (“Aviva”) unfairly declined their claim when water penetrated their conservatory roof. Aviva were providing cover under a home insurance policy. What happened Miss B and Miss B made a claim on their insu... (4 pages)View decision -
Decision Reference DRN-5386074
1 Apr 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5386074 The complaint Ms B is unhappy that a car supplied to her under a hire agreement with LeasePlan UK Limited was of an unsatisfactory quality. What happened In September 2023, Ms B was supplied with a new electric car through a hire agreement with LeasePlan. The agreement was ... (3 pages)View decision -
Decision Reference DRN-5425132
1 Apr 2025 EE Limited UpheldConsumer CreditDRN-5425132 The complaint Ms D complains that the phone supplied by EE Limited (EE) was faulty. What happened On 17 June 2022, Ms D took out a fixed sum credit agreement with EE for the supply of a mobile phone. The agreement was for £672, to be paid over 36 months. It was interest-free... (3 pages)View decision -
Decision Reference DRN-5449396
1 Apr 2025 Close Asset Management Limited UpheldPensions and AnnuitiesDRN-5449396 The complaint Ms C complains that Close Asset Management Limited trading as Close Brothers Asset Management (CBAM) failed to re-invest the maturity value of a one-year fixed term deposit appropriately. She also complains that CBAM hasn’t provided the expected service over th... (12 pages)View decision
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