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 125400 results
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Decision Reference DRN-5099646
23 Oct 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5099646 Complaint Miss M is unhappy with what CA Auto Finance UK Ltd (“CA Auto”) has agreed to do to put things right for her after supplying her with a car that it accepts wasn’t of satisfactory quality through a hire-purchase agreement. Background In October 2023, CA Auto provide... (5 pages)View decision -
Decision Reference DRN-4845467
23 Oct 2024 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-4845467 The complaint Mr S and Mrs Z have complained about their building warranty provider AXA XL Insurance Company UK Limited because it declined their claim when damage occurred to their home caused by rain coming in through the property’s roof. What happened Mr S and Mrs Z note... (2 pages)View decision -
Decision Reference DRN-5099633
23 Oct 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5099633 The complaint Mr G has complained about his home insurer Royal & Sun Alliance Insurance Limited (RSA) regarding its delay and poor handling of his water leak claim. What happened There was a leak in an underground pipe at Mr G’s home in spring 2022. It took some time fo... (3 pages)View decision -
Decision Reference DRN-5066560
22 Oct 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5066560 The complaint Ms S complains about Red Sands Insurance Company (Europe) Limited (“Waggel”) for declining her claim for her pet’s treatment. She wants Waggel to reimburse her vet’s costs. What happened Ms S owns a pet dog, M, and insured him with Waggel. Prior to living with ... (3 pages)View decision -
Decision Reference DRN-5040331
22 Oct 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5040331 The complaint Ms A complains that Marshmallow Insurance Limited unfairly cancelled her motor insurance policy. What happened For the year from mid-November 2023, Ms A had a comprehensive policy with Marshmallow. It covered her as policyholder and another person - Mr A - as ... (3 pages)View decision -
Decision Reference DRN-5036912
22 Oct 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5036912 The complaint Mrs P complained about Advantage Insurance Company Limited’s actions when they replaced her car’s windscreen under her motor insurance policy. What happened Mrs P’s car’s windscreen was damaged, and Advantage agreed that their repairer (Advantage’s fitter) woul... (3 pages)View decision -
Decision Reference DRN-4651760
22 Oct 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4651760 The complaint Mr T complains that MotoNovo Finance Limited continued to charge him after he voluntarily terminated his hire purchase agreement. What happened In May 2021 Mr T entered into a regulated hire purchase agreement with MotoNovo in relation to a used motorbike. The ... (2 pages)View decision -
Decision Reference DRN-5072551
22 Oct 2024 Bank of Scotland Plc UpheldMortgagesDRN-5072551 The complaint Mr A complains that Bank of Scotland plc trading as Halifax caused him distress and inconvenience when it sent him an incorrect mortgage offer. What happened In March 2023 Mr A enquired about a new mortgage with Halifax via a broker. He acquired an illustration... (3 pages)View decision -
Decision Reference DRN-4572648
22 Oct 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4572648 Complaint Mr N is unhappy that Lloyds Bank PLC didn’t refund him when he told it he’d fallen victim to a scam. Background In late 2020, Mr N was offered an investment opportunity by an individual I’ll refer to as Mr V. Mr V claimed to be a talented forex trader, with plans t... (3 pages)View decision -
Decision Reference DRN-5082861
22 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5082861 The complaint Miss S complains that U K Insurance Limited (“Churchill”) unfairly cancelled her motor insurance policy. What happened The subject matter of the insurance was a car that had first been registered in about 2017. Miss S acquired the car in about June 2022. She ... (5 pages)View decision
