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 369227 results
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Decision Reference DRN-5282910
7 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5282910 The complaint Mr and Mrs D have complained that U K Insurance Limited (UKI) declined a claim they made on a travel insurance policy. As it is Mr D leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs D were due to go o... (2 pages)View decision -
Decision Reference DRN-5268681
7 Feb 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5268681 The complaint Mrs B complains about the decision of The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual to settle her motor insurance claim on the basis of split liability. What happened Mrs B’s car suffered damage while parked in a local ... (3 pages)View decision -
Decision Reference DRN-4918868
7 Feb 2025 Honda Finance Europe Plc Not upheldConsumer CreditDRN-4918868 The complaint Mr A has complained about the quality of a car provided on finance by Honda Finance Europe Plc trading as Honda Financial Services (Honda). What happened Honda supplied Mr A with a used car on a hire purchase agreement in April 2023. The cash price of the car ... (3 pages)View decision -
Decision Reference DRN-5244521
7 Feb 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5244521 The complaint Miss E is unhappy with the service she received from Phoenix Life Limited (Phoenix) in relation to her membership of a Group Flexible Retirement Plan. She says this has resulted in financial detriment and noted other negative impacts on her including the consid... (9 pages)View decision -
Decision Reference DRN-5315359
7 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5315359 The complaint Mr L complains about Ageas Insurance Limited’s handling of his car insurance claim. What happened Mr L had a car insurance policy with Ageas. In January 2024, his car suffered damage and he made a claim. Ageas took Mr L’s car in for repair and provided him with... (3 pages)View decision -
Decision Reference DRN-5309154
7 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5309154 The complaint Mr H complains about the outcome of a claim he made to American Express Services Europe Limited (AESEL) for a package holiday. What happened The background of this complaint is well-known to both parties. So, I don’t propose to go into detail about this. I wil... (6 pages)View decision -
Decision Reference DRN-5315415
7 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5315415 The complaint The estate of Mr M complains about Ageas Insurance Limited’s (“Ageas”) handling of a home insurance claim made under the late Mr M’s policy. Mrs E represents the estate of the late Mr M so for ease I’ll refer to Mrs E. What happened Mrs E has ... (5 pages)View decision -
Decision Reference DRN-5292298
7 Feb 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5292298 The complaint Mrs W complains that she was misled about increasing the mileage allowance for a car that she acquired using a conditional sale agreement with Santander Consumer (UK) Plc trading as MG Motor Financial Services (“SCUK”). What happened Mrs W entered into a condi... (4 pages)View decision -
Decision Reference DRN-4481449
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4481449 The complaint Mr B complains that Revolut limited won’t refund him money he lost to a scam. What happened Mr B says he was looking for another income stream when he was approached by someone, over a popular instant messaging application, claiming to represent a well-known re... (3 pages)View decision -
Decision Reference DRN-5252162
7 Feb 2025 Contis Financial Services Limited Not upheldBanking and PaymentsDRN-5252162 The complaint Miss M complains Contis Financial Services Limited trading as Solaris didn’t let her know that her data had been breached for over two months. Miss M complains that she missed a payment on her credit card and all of her other cards had to be cancelled simultane... (3 pages)View decision
