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-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 -
Decision Reference DRN-5013944
4 Feb 2025 National House-Building Council Not upheldInsuranceDRN-5013944 The complaint X and Mr M complain National House Building Council (NHBC) provided poor service for their 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... (2 pages)View decision
