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 365360 results
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Decision Reference DRN-5193512
27 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5193512 The complaint Miss L complains about how AXA Insurance UK Plc handled a claim on her motor insurance. What happened Miss L had a motor insurance policy with AXA. In December 2023 she was involved in a minor road accident. She reported this to AXA. AXA instructed its approved... (4 pages)View decision -
Decision Reference DRN-4939741
27 Jan 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4939741 The complaint Mr R is unhappy that a car supplied to him under a conditional sale agreement with Toyota Financial Services (UK) PLC (“TFS”) was of an unsatisfactory quality. When I refer to what Mr R has said and what TFS has said, it should also be taken to include things ... (5 pages)View decision -
Decision Reference DRN-5156118
27 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5156118 The complaint Miss F complains that a car that was supplied to her under a finance agreement with a finance company that is now known as Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened A used car was supplied to Miss F under a finance a... (3 pages)View decision -
Decision Reference DRN-5229923
27 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5229923 The complaint The estate of Mrs R complains that AXA Insurance UK Plc (“AXA”) declined to assist with a claim. The complaint is brought by Mrs F and Mr R, executors of the estate of Mrs R. What happened The late Mrs R had home insurance underwritten by AXA, incepted in Apri... (2 pages)View decision -
Decision Reference DRN-5222876
27 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5222876 The complaint Mr S complains that NewDay Limited declined his applications for a credit card. What happened Mr S made multiple applications to NewDay for a credit card account which were declined, even though he has two active credit card accounts with NewDay. He complained ... (2 pages)View decision -
Decision Reference DRN-5256301
27 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256301 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr F applied for a credit card with Aqua in January 2018. In his application, Mr F said he was em... (3 pages)View decision -
Decision Reference DRN-5236469
27 Jan 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5236469 The complaint Mr S complained about Haven Insurance Company Limited’s valuation of his car when he claimed under his motor insurance policy. What happened After Mr S’s car was damaged in an accident, Haven decided that it was beyond economic repair. They offered him an amoun... (4 pages)View decision -
Decision Reference DRN-5227921
27 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5227921 The complaint Mr S complains that HSBC UK Bank Plc (HSBC) won’t refund money he lost in two investments. What happened This complaint and decision covers two payments made into two different investments. What Mr S says: Investment (1): On 29 January 2018, Mr S made a payment... (7 pages)View decision -
Decision Reference DRN-5186065
27 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5186065 The complaint Ms M complains that the car she acquired through Stellantis Financial Services UK Limited t/a PSA (“SFS”) wasn’t of satisfactory quality. She says there’s been a number of faults from the day the car was purchased, and this has affected her family and caused di... (4 pages)View decision -
Decision Reference DRN-5200488
27 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5200488 The complaint Mr M has complained that The Royal London Mutual Insurance Society Limited didn’t offer cover for type 1 Diabetes under his critical illness policy. What happened The background to this complaint is not in dispute. In summary Mr M took out a critical illness po... (2 pages)View decision
