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-5292504
3 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5292504 The complaint Mr and Mrs C have complained about the decision AXA Insurance UK Plc came to on liability under their motor policy following damage to their car in an accident. What happened Mrs C a named driver on the policy was driving the car behind an HGV truck on 21 Febr... (9 pages)View decision -
Decision Reference DRN-5255554
3 Feb 2025 Progressive Building Society Not upheldMortgagesDRN-5255554 The complaint Mr and Mrs M complain that the mortgage they took out with Progressive Building Society in 2006 was mis-sold. They said Progressive didn’t carry out checks to make sure the lending was affordable, or alert them to a clause in the mortgage they wouldn’t have acc... (4 pages)View decision -
Decision Reference DRN-5245218
3 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5245218 The complaint Mrs G and Mr G have complained about the way Admiral Insurance (Gibraltar) Limited dealt with a claim Mrs G made under her car insurance policy. Mr G is a named driver under Mrs G’s policy. What happened Mrs G was involved in a car accident caused by a third pa... (4 pages)View decision -
Decision Reference DRN-5244483
3 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5244483 The complaint Mr S complains that National Westminster Bank Plc asked him unnecessary questions about an international payment. What happened Mr S explains he needed to make a payment urgently to a managing agent of a property he lets out abroad. NatWest asked him to answer ... (2 pages)View decision -
Decision Reference DRN-4962230
3 Feb 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-4962230 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance UK Limited (CAAF) was of an unsatisfactory quality. When I refer to what Mr M has said and what CAAF have said, it should also be taken to include things said on th... (4 pages)View decision -
Decision Reference DRN-5142236
3 Feb 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5142236 The complaint Miss P complains that the installation of a new boiler at her property, financed by a fixed sum loan agreement provided by Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF), wasn’t undertaken with reasonable care and skill. What ha... (3 pages)View decision -
Decision Reference DRN-4832082
3 Feb 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-4832082 The complaint Mr O complains Tesco Personal Finance Limited (trading as “Tesco Bank”) failed to help him recover a deposit he paid for sofas he ordered from a furniture shop. What happened On 6 January 2024, Mr O visited a furniture shop (which I’ll call “S”) and ordered tw... (6 pages)View decision -
Decision Reference DRN-5243800
3 Feb 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5243800 The complaint Mr C complains about how Alwyn Insurance Company Limited (Alwyn).dealt with a claim under his motor insurance policy, following an accident. References to Alwyn in this decision include their agents. Your text here What happened In August 2023 Mr C was involve... (5 pages)View decision -
Decision Reference DRN-5209312
3 Feb 2025 Society of Lloyd's Not upheldInsuranceDRN-5209312 The complaint Mr W complains Society of Lloyd’s has unfairly refused to reimburse him the cost of an expert report. Mr W’s been represented for the complaint. For simplicity I’ve referred to the representative’s actions as being Mr W’s own. What happened Mr W bought a newb... (2 pages)View decision -
Decision Reference DRN-5246419
3 Feb 2025 National Westminster Bank Plc UpheldMortgagesDRN-5246419 The complaint Mr D complains about what happened when he tried to redeem his mortgage with National Westminster Bank Plc. He said NatWest repeatedly failed to supply a redemption statement, and then kept over £3,000 of his money for some months. What happened Mr D told us th... (4 pages)View decision
