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 369228 results
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Decision Reference DRN-5237362
7 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5237362 The complaint Mr P complains about esure Insurance Limited’s (‘esure’) handling of a claim made on his car insurance policy. What happened In May 2024 Mr P was involved in an accident which made his car undriveable. So, he contacted esure to make a claim. esure arranged to... (3 pages)View decision -
Decision Reference DRN-5260172
7 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5260172 The complaint Mr S and Mrs S complain about Liverpool Victoria Insurance Company Limited’s decision to decline a claim made under their home insurance policy. What happened The background to this complaint is well known to both parties so I’ll provide only a brief summary he... (7 pages)View decision -
Decision Reference DRN-5255466
7 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5255466 The complaint Mr S complains about the service he received from American Express Services Europe Limited (“Amex”). What happened Mr S says that he had an impeccable credit history until an unjust redundancy impacted him both financially and mentally. He says that, in March ... (3 pages)View decision -
Decision Reference DRN-5311573
7 Feb 2025 Dignity Funerals Limited UpheldFuneral Planning ServicesDRN-5311573 The complaint Mr J complains that Dignity Funerals Limited hasn’t refunded the money he paid to the original provider of his pre-paid funeral plan. What happened In summary, in May 2022, Mr J took out a funeral plan with a company I’ll call P. The cost of Mr J’s plan was ju... (3 pages)View decision -
Decision Reference DRN-4896835
7 Feb 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-4896835 The complaint Mr J complains that Halifax Share Dealing Limited trading as IWeb Share Dealing (“IWeb”) unfairly aggregated his buy orders on his share dealing account. What happened On 10 May 2023 at around 8:30am, Mr J placed eight separate and consecutive buy orders of sha... (3 pages)View decision -
Decision Reference DRN-5306354
7 Feb 2025 ST&R Limited Not upheldInsuranceDRN-5306354 The complaint Mrs S has complained about the advice she received from ST&R Limited. What happened In June 2020 Mrs S took out a decreasing term life and critical illness policy over 15 years. The initial sum assured was £150,000 with a monthly premium of £104.37, this wa... (4 pages)View decision -
Decision Reference DRN-4672258
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4672258 The complaint Mr D complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like it to refund her the money he has lost as a result. What happened Mr D unfortunately fell victim to a safe account scam. ... (3 pages)View decision -
Decision Reference DRN-5316646
7 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5316646 The complaint Mr and Mr D complain about how AXA Insurance UK Plc settled a claim they made on their home insurance policy. Reference to AXA includes its agents. What happened Mr and Mrs D’s home suffered from damage caused by subsidence. They made a claim to AXA on their ho... (2 pages)View decision -
Decision Reference DRN-4823256
7 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4823256 The complaint Mr H complains about the quality of a car supplied to him under a hire purchase agreement by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“BMWFS”). What happened Mr H acquired a used car under a 49 month hire purchase agreement with... (4 pages)View decision -
Decision Reference DRN-5259928
7 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5259928 The complaint Mr P complains that UK Insurance Limited trading as Churchill (“UKI”) didn’t treat him fairly in relation to his motor insurance premium following a claim. What happened Mr P had a motor insurance policy with UKI. Unfortunately, Mr P was involve... (4 pages)View decision
