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 363925 results
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Decision Reference DRN-4803294
10 Dec 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4803294 The complaint Mr K complains that Capital One (Europe) plc mishandled his claim under section 75 Consumer Credit Act 1974 (“s.75”) in respect of a faulty car. What happened In August 2022 Mr K bought a second-hand car. It was some 15 years old and had a recorded mileage of 8... (4 pages)View decision -
Decision Reference DRN-5151922
10 Dec 2024 Markerstudy Insurance Company Limited UpheldInsuranceDRN-5151922 The complaint Miss O complains about the handling of her motor insurance claim by Markerstudy Insurance Company Plc (‘Markerstudy’) What happened Miss O and Markerstudy are familiar with the background of this complaint and broadly, the chain of events that led to the compla... (3 pages)View decision -
Decision Reference DRN-5166617
10 Dec 2024 Chubb European Group SE Not upheldInsuranceDRN-5166617 The complaint Mr R’s complaint is about the rejection of a claim under his refund insurance cover with Chubb European Group SE. What happened Mr R’s policy with Chubb provides cover in the event that a retailer refuses to accept a returned item within 90 days of purchase. Mr... (2 pages)View decision -
Decision Reference DRN-5200604
10 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5200604 The complaint The Estate of Mr H complains about Nationwide Building Society as they allowed money to be withdrawn from Mr H’s account incorrectly. Mr B, as the executor to Mr H’s Estate, is authorised by law to bring the complaint on behalf of the Estate. What happened In... (6 pages)View decision -
Decision Reference DRN-5139755
10 Dec 2024 Allianz Insurance Plc Not upheldInsuranceDRN-5139755 The complaint Mr S is a sole trader, trading as T. He complains about the decline of a claim made under a commercial insurance (Coffee Shop and Tea Room) policy with Allianz Insurance Plc. What happened The background to this complaint is well known to T and Aviva. In my dec... (3 pages)View decision -
Decision Reference DRN-5127160
10 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5127160 The complaint Mrs N complained that Advantage Insurance Company Limited (“Advantage”) didn’t cover her claim when her car was damaged after hitting a pothole. She’s unhappy that Advantage didn’t manage her expectations reasonably when dealing with her motor insurance claim. ... (2 pages)View decision -
Decision Reference DRN-5186714
10 Dec 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5186714 The complaint Miss P’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Miss P says C&G treated her unfairly and wants them to cover her claim. What happened Miss P took... (2 pages)View decision -
Decision Reference DRN-5190745
10 Dec 2024 Nationwide Building Society UpheldMortgagesDRN-5190745 The complaint Miss M has complained about the length of time Nationwide Building Society took to deal with her mortgage application. As a result, the purchase did not go through. Miss M would like Nationwide to pay compensation of £2,500 for the expense she’s incurred and fo... (3 pages)View decision -
Decision Reference DRN-5200743
10 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5200743 The complaint Mr L complains about the way Lloyds Bank General Insurance Limited handled a claim he made under his home insurance policy. Reference to Lloyds includes those agents acting on its behalf. What happened Mr L had home insurance with Lloyds. In November 2022 there... (3 pages)View decision -
Decision Reference DRN-5096261
10 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5096261 The complaint Mr R complains about complains about how AXA Insurance UK Plc (‘AXA’) handled a claim he made under a home insurance policy, for a property he let out on a short term basis. Much of Mr R’s dissatisfaction relates to the actions of AXA’s appointed agents carryin... (5 pages)View decision
