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 381196 results
-
Decision Reference DRN-5733271
14 Aug 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5733271 The complaint Ms L complains that Red Sands Insurance Company (Europe) Limited unfairly declined a claim she made on her motor warranty. What happened Ms L made a claim on her motor warranty with Red Sands after the repairing garage diagnosed a problem with the turbo on her ... (2 pages)View decision -
Decision Reference DRN-5755751
14 Aug 2025 AXA Insurance Plc UpheldInsuranceDRN-5755751 The complaint Mr B and Mrs B have complained that AXA Insurance Plc declined a claim made under their buildings insurance policy. What happened Having experienced damp in their home built in 2017, Mr B and Mrs B were referred by the provider of their building warranty to the... (3 pages)View decision -
Decision Reference DRN-5690662
14 Aug 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5690662 The complaint Mr W believes Stellantis Financial Services UK Limited (formerly Vauxhall Finance) (“Stellantis”) wrongfully applied their own terms and conditions when they thought he had breached an agreement he held with them. What happened In October 2019, Mr W acquired a... (6 pages)View decision -
Decision Reference DRN-5751385
14 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5751385 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money declined his claim for a refund of a transaction made using his Virgin credit card. What happened My provisional decision of 30 July 2025 set out the background to this complaint: “In May 2022, Mr ... (5 pages)View decision -
Decision Reference DRN-5677463
14 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5677463 The complaint Mr D complains that an interest free offer on his credit card account with Santander UK plc was ending. What happened Mr D made an online application for a Santander credit card which had a promotional offer of 15 months interest free on purchases and balance t... (3 pages)View decision -
Decision Reference DRN-5300891
14 Aug 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5300891 The complaint Mr D complains about a car he took on finance from Toyota Financial Services (UK) PLC (“TFS”). What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. Mr D entere... (5 pages)View decision -
Decision Reference DRN-5755412
14 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5755412 The complaint Mrs P has complained that Capital One (Europe) plc (“Capital One”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974 (The Act). What happened In 2011, Mrs P agreed for a third-party supplier that I’ll call “T” to install a solar pa... (4 pages)View decision -
Decision Reference DRN-5754336
14 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5754336 The complaint Mr R is unhappy with the service provided by Liverpool Victoria Insurance Company Limited (LV) after it dealt with a subsidence claim for him under his home insurance policy. What happened LV dealt with a subsidence claim for Mr R after it was reported to LV i... (2 pages)View decision -
Decision Reference DRN-5583783
14 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5583783 The complaint Ms A complains that American Express Services Europe Limited won’t refund to her the deposit that she paid for a holiday. What happened Ms A booked a holiday with a travel agent in September 2024. The total price of the holiday was £5,250 and Ms A paid a deposi... (3 pages)View decision -
Decision Reference DRN-5704939
14 Aug 2025 RAC Insurance Limited Not upheldInsuranceDRN-5704939 The complaint Mr S complains that RAC Insurance Limited declined a claim on his legal expenses insurance policy. Where I refer to RAC Insurance Limited, this includes its agents and claims handlers acting on its behalf. What happened Mr S made a claim on his policy under the... (7 pages)View decision
