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 364862 results
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Decision Reference DRN-5197789
7 Feb 2025 Society of Lloyd's UpheldInsuranceDRN-5197789 The complaint Miss M complains about how Society of Lloyd's handled a claim she made on her GAP insurance policy. Reference to Society of Lloyd's includes its agents. What happened Miss M’s car was stolen and she made a claim for the loss to her motor insurer. She ... (2 pages)View decision -
Decision Reference DRN-5314608
7 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5314608 The complaint Miss S complains about Accredited Insurance (Europe) Ltd’s decision to decline a claim made under her home insurance policy for damage caused by subsidence. What happened The background to this complaint is well known to both parties, so I’ll provide only a bri... (10 pages)View decision -
Decision Reference DRN-5018605
7 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5018605 Complaint Mr A has complained about the quality of a car Toyota Financial Services (UK) PLC (“TFS”) supplied to him through a hire-purchase agreement. Background In November 2023, TFS provided Mr A with finance for a used car. The car was three years old and although the mi... (8 pages)View decision -
Decision Reference DRN-5173078
7 Feb 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5173078 The complaint Mr M has complained about the unusual trading that took place on his eToro (UK) Ltd (‘eToro’) account. He says that eToro hasn’t been consistent in explaining what happened. As a result of the activity on Mr M’s account his positions were closed and resulted in... (4 pages)View decision -
Decision Reference DRN-4791577
7 Feb 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-4791577 The complaint Mr G complains that Computershare Investor Services Plc (“CIS”) unnecessarily instigated a buyback of shares he’d sold, resulting in a financial loss and related charges for which he’s now responsible. What happened On 9 November 2023 Mr G placed an on-line sal... (3 pages)View decision -
Decision Reference DRN-5163828
7 Feb 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5163828 The complaint Mr H complains that AXA PPP Healthcare Limited continues to unfairly increase the premiums on his private medical health insurance policy. What happened Mr H took out private medical insurance with AXA in 1984. In April 2024, Mr H contacted AXA to complain abo... (2 pages)View decision -
Decision Reference DRN-5243291
7 Feb 2025 Saga Services Limited Not upheldInsuranceDRN-5243291 The complaint Mrs P complains that Saga Services Limited (“Saga”) has treated her unfairly in relation to her motor insurance premiums. Any reference to Mrs P or Saga includes respective agents or representatives. What happened The background of this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-5315881
7 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5315881 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) retained a scanned copy of his provisional driving licence. What happened Mr M upgraded his young person’s account to an adult account in March 2024. To do this, he provided his passport, provisional driving ... (3 pages)View decision -
Decision Reference DRN-5276421
7 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5276421 The complaint Mr K complains that Aviva Insurance Limited (“Aviva”) has unfairly handled a claim under his home insurance policy. Any reference to Mr K or Aviva includes respective agents or representatives. What happened The background of this complaint is well known betwee... (5 pages)View decision -
Decision Reference DRN-4873673
7 Feb 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4873673 The complaint Mrs H complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) is refusing to refund her the amount she lost as the result of a scam. Mrs H is being represented by a third party. To keep things simple, I will refer to Mrs H throughout my decision. Wh... (4 pages)View decision
