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 361839 results
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Decision Reference DRN-5176271
29 Nov 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5176271 The complaint Mr M complains that Accelerant Insurance Europe SA mishandled his claim on a taxi insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an estate car, made by a premium-brand car maker and first registered in 2017.... (4 pages)View decision -
Decision Reference DRN-5017030
29 Nov 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-5017030 The complaint Mr and Mrs K complain because they say Legal and General Assurance Society Limited (L&G) failed to cancel their joint life insurance policy. What happened In 2015, Mr and Mrs K took out a joint life insurance policy. I’ll call this policy one. The contract ... (3 pages)View decision -
Decision Reference DRN-5095394
29 Nov 2024 Lex Autolease Ltd Not upheldConsumer CreditDRN-5095394 The complaint Mr L complains about the management and administration, by Lex Autolease Limited (“Lex”), of his hire agreement (“agreement”). What happened In November 2018 Mr L entered into an agreement with Lex to hire a car at a monthly rental of £226.42. The minimum per... (4 pages)View decision -
Decision Reference DRN-5083480
29 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5083480 The complaint Mrs Z complains AXA Insurance UK Plc (AXA) wrongly declined a claim for storm damage made under her commercial insurance policy. Any reference to AXA includes their agents. What happened In early 2022, Mrs Z says her commercial property was damaged by a storm... (2 pages)View decision -
Decision Reference DRN-4890595
29 Nov 2024 Motability Operations Limited Not upheldConsumer CreditDRN-4890595 The complaint Mr G is unhappy that a repair to a car supplied to him under a hire agreement with Motability Operations Limited (Motability) was unduly delayed. When I refer to what Mr G has said and what Motability have said, it should also be taken to include things said o... (5 pages)View decision -
Decision Reference DRN-5136463
29 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5136463 The complaint Mr P complains NewDay Ltd trading as Aqua irresponsibly lent to him. Mr P is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr P himself. What happe... (4 pages)View decision -
Decision Reference DRN-5169880
29 Nov 2024 Santander UK Plc UpheldConsumer CreditDRN-5169880 The complaint Mr B has complained that Santander UK Plc acted irresponsibly when it provided him with two personal loans in May 2023 and February 2024. Background Mr B applied for two separate personal loans with Santander in 2023 and 2024. The first loan was for £9,000 and ... (3 pages)View decision -
Decision Reference DRN-4991456
29 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4991456 The complaint Mrs J complains that HSBC UK Bank Plc (“HSBC”) failed to refund an unsuccessful cash machine withdrawal. What happened Mrs J used her HSBC card to withdraw £250 from an automated teller machine (ATM) that was operated by a different bank. Mrs J said that the AT... (3 pages)View decision -
Decision Reference DRN-5146794
29 Nov 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5146794 The complaint Mr B complains about the way Advantage Insurance Company Limited (“Advantage”) decided liability for a claim under his car insurance policy. What happened Mr B had a car insurance policy with Advantage, which he bought through a broker. The incident involved a ... (2 pages)View decision -
Decision Reference DRN-5178962
29 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5178962 The complaint Mr P complains that Revolut Ltd hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr P has explained that in May 2022... (3 pages)View decision
