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 128312 results
-
Decision Reference DRN-5182295
14 Jan 2025 Zurich Assurance Ltd UpheldInsuranceDRN-5182295 The complaint Mr S is unhappy with the way Zurich Assurance Limited has handled a claim made on his life assurance policy which included waiver of premium benefit. What happened Mr S made a claim for the waiver of premium benefit in 2024 as he says he has been unable to wor... (3 pages)View decision -
Decision Reference DRN-5209933
14 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5209933 The complaint Mrs J complains that Vanquis Bank Limited refused to freeze interest or put her on a payment plan when she was experiencing financial difficulties. She’s also unhappy that a default has been registered on her credit file. What happened Mrs J holds a credit card... (3 pages)View decision -
Decision Reference DRN-5129509
14 Jan 2025 Society of Lloyd's UpheldInsuranceDRN-5129509 The complaint Mrs W complains about the way Society of Lloyd’s (Lloyd’s) handled claims she made on a building warranty. What happened In 2020 Mrs W purchased a property which came with a build-zone warranty underwritten by Lloyd’s. Mrs W made a claim on the warranty for var... (3 pages)View decision -
Decision Reference DRN-5207405
14 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5207405 The complaint Mr L & Miss M complain about the amount AXA Insurance UK plc (“AXA”) valued a bicycle for when it was stolen. When I mention AXA I also mean the claims handling companies and investigators. What happened Although the policy is held in joint names, it’s Mr L... (3 pages)View decision -
Decision Reference DRN-5244228
14 Jan 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5244228 The complaint Mr S’s complaint relates to problems he had with a car supplied to him by CA Auto Finance UK Ltd under a hire purchase agreement. What happened Mr S entered into a hire purchase agreement with CA Auto Finance in December 2023 to purchase a car. The cash price ... (5 pages)View decision -
Decision Reference DRN-5259262
14 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5259262 The complaint Miss N complains that NewDay Ltd have irresponsibly lent to her. What happened Miss N was approved for an NewDay credit card (which I will refer to as A in this decision), in April 2010 with a credit limit of £350. I have detailed the credit limit changes below... (6 pages)View decision -
Decision Reference DRN-5259021
14 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5259021 The complaint Mrs C complains about Admiral Insurance (Gibraltar) Limited’s settlement of her car insurance claim. What happened Mrs C had a car insurance policy with Admiral. In June 2024, her car was involved in an accident. Admiral declared her car a total loss, and in Ju... (3 pages)View decision -
Decision Reference DRN-5133848
14 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5133848 The complaint Mr P complains that National Westminster Bank Plc (“NatWest”) won’t refund money he lost when he fell victim to a scam. Mr P is being represented by a claims management company in this complaint. What happened Having previously invested in a company – Buy2Let... (7 pages)View decision -
Decision Reference DRN-5187816
14 Jan 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5187816 The complaint Mrs E complains about a car acquired through a Hire Purchase agreement with RCI Financial Services Limited (‘RCI’). Mrs E complains that a fault arose with the car 25 days after picking it up and the repairs were delayed. She incurred costs as a result of the c... (10 pages)View decision -
Decision Reference DRN-5259958
14 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5259958 The complaint Miss C complains that NewDay Ltd trading lent irresponsibly when it approved her credit card applications and went on to increase the credit limits. What happened Miss C successfully applied for an Aqua credit card with NewDay in December 2018. Miss C provided... (4 pages)View decision