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 369227 results
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Decision Reference DRN-5144465
17 Mar 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5144465 The complaint Mrs R complains that the car supplied by Volvo Car UK Limited wasn’t of satisfactory quality. She says the car was brand new, but she’s had numerous issues and faults with it and it’s been left with the dealership to fix on many occasions. What happened Mrs R e... (4 pages)View decision -
Decision Reference DRN-5336446
17 Mar 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5336446 The complaint Ms A is unhappy with the replacement phone Assurant General Insurance Limited (“AGI”) provided under her Mobile Phone Insurance Policy. What happened Both Ms A and AGI are familiar with the details of this complaint, so I’ve summarised the key issues of complai... (3 pages)View decision -
Decision Reference DRN-5223838
17 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5223838 The complaint Miss M complains Bank of Scotland plc trading as Halifax recorded a marker against her at Cifas, a national fraud database. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss M opened an account with Halifax in ... (3 pages)View decision -
Decision Reference DRN-5343887
17 Mar 2025 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-5343887 The complaint Mr D complains that Financial & Legal Insurance Company Ltd (“Financial & Legal”) unfairly declined a claim made under his motor warranty and that there were delays in its handling of the claim. What happened Mr D took out a Platinum 100 warranty with F... (3 pages)View decision -
Decision Reference DRN-5346897
17 Mar 2025 Credit Resource Solutions Limited UpheldConsumer CreditDRN-5346897 The complaint Mrs A complains that CREDIT RESOURCE SOLUTIONS LIMITED (CRS) is trying to collect more money from her than she believes to be outstanding. What happened Mrs A had a loan with a firm I’ll refer to as C for the purposes of this decision. As Mrs A fell behind with... (3 pages)View decision -
Decision Reference DRN-5342580
17 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5342580 The complaint Mrs R complains about the service she received in a branch of Santander UK Plc in respect of a new PIN number and said a member of staff wouldn’t let her speak when she complained. What happened Mrs R had a new PIN for her bank card sent to the branch. She sai... (3 pages)View decision -
Decision Reference DRN-5401785
17 Mar 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5401785 The complaint Mrs N has complained that Great Lakes Insurance SE unreasonably and unfairly declined her claim for vet fees under her pet policy. What happened Mrs N bought her policy for her dog to start on 8 December 2020. She made several claims for vet fees concerning he... (5 pages)View decision -
Decision Reference DRN-5335445
17 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5335445 The complaint S – a limited company – is complaining that AXA Insurance UK Plc (‘AXA’) declined a claim it made on its commercial property insurance policy after masonry fell from a block of flats it owns during a storm. Both S and AXA have been represented by separate compa... (3 pages)View decision -
Decision Reference DRN-5401422
17 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5401422 The complaint Mrs O is unhappy that Revolut Ltd won’t reimburse money she lost to a scam What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs O has explained that between April 2023 and June 2023 she... (12 pages)View decision -
Decision Reference DRN-5337343
17 Mar 2025 Millennium Insurance Company Limited Not upheldInsuranceDRN-5337343 The complaint Ms G has complained about the way Millennium Insurance Company Limited dealt with a claim under her home emergency insurance policy. What happened In April 2024 Ms G took out a home emergency policy which was underwritten by Millennium. In June Ms G contacted... (2 pages)View decision
