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 364421 results
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Decision Reference DRN-5302822
4 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5302822 The complaint Ms S complains that repairs carried out following a claim on her Royal & Sun Alliance Insurance Limited (‘RSA’) home insurance were inadequate. What happened Ms S lived in an apartment building where the buildings insurance was provided by RSA. She had sepa... (7 pages)View decision -
Decision Reference DRN-4938196
4 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-4938196 The complaint Mr O complains that TSB Bank plc has treated him unfairly by closing his account due to it seeing a marker about him on his Cifas file. What happened Mr O had a current bank account with TSB. In July 2023 Mr O applied online to open a savings account with TSB.... (3 pages)View decision -
Decision Reference DRN-5301206
4 Feb 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5301206 The complaint Mr B is complaining AXA Insurance UK Plc (‘AXA’) avoided his car insurance policy. What happened Mr B took out a car insurance policy. He took it out through a third party who he believed was a broker. AXA later wrote to Mr B to say it was avoiding his policy b... (4 pages)View decision -
Decision Reference DRN-5266296
4 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5266296 The complaint Mr H has complained that Admiral Insurance (Gibraltar) Limited has refused to cover the cost of putting right an issue that he thinks occurred as a result of poor repairs by its approved repairer, after he made a claim under his car insurance policy. What happe... (2 pages)View decision -
Decision Reference DRN-5308139
4 Feb 2025 Vitality Health Limited UpheldInsuranceDRN-5308139 The complaint Ms L has complained that Vitality Health Limited refused to cover the cost of a diagnostic health test on a private medical insurance policy. What happened In April 2024 Ms L’s consultant advised that she should have a certain test. He recommended a comprehens... (2 pages)View decision -
Decision Reference DRN-5190422
4 Feb 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5190422 The complaint Mr H complains that the car he acquired through a hire purchase agreement with N.I.I.B. Group Limited t/a Northridge Finance (“Northridge”) wasn’t of satisfactory quality. He wants to reject the car. What happened Mr H entered a hire purchase agreement in March... (4 pages)View decision -
Decision Reference DRN-5268314
4 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5268314 The complaint Mr M complains Revolut Ltd blocked a payment he wanted to make and then took too long to release it. Mr M complains that this caused immense stress and hardship. What happened Mr M has an account with Revolut. Mr M attempted to make an urgent payment on 19 Sept... (2 pages)View decision -
Decision Reference DRN-5301647
4 Feb 2025 Wakam UK Limited UpheldInsuranceDRN-5301647 The complaint Mr H is complaining that Wakam UK Limited cancelled his commercial vehicle insurance policy. What happened Mr H took out a commercial vehicle insurance policy provided by Wakam. But Wakam later cancelled it. It said Mr H hadn’t signed the credit agreement he’d ... (2 pages)View decision -
Decision Reference DRN-5154363
4 Feb 2025 National House-Building Council Not upheldInsuranceDRN-5154363 The complaint X and Mr M complain National House Building Council (NHBC) provided poor service for a building warranty. NHBC’s been represented by agents at points. For simplicity, in places, I’ve referred to the agent’s actions as being NHBC’s own. X and Mr M are both com... (3 pages)View decision -
Decision Reference DRN-5261783
4 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5261783 The complaint Mr P has complained that Admiral Insurance (Gibraltar) Limited avoided his car insurance policy and turned down his claim under it. Any reference to Admiral includes its agents. What happened Mr P insured a car, which I’ll refer to as vehicle L, under a multi-c... (3 pages)View decision
