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 121262 results
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Decision Reference DRN-4535534
10 Jan 2024 Sabre Insurance Company Limited UpheldInsuranceDRN-4535534 The complaint Mr A has complained that Sabre Insurance Company Limited unfairly cancelled his taxi insurance policy. All reference to the insurer Sabre includes its agents. What happened Mr A bought a taxi insurance policy in April 2023 with the insurer Sabre. Sabre asked Mr A ... (2 pages)View decision -
Decision Reference DRN-4326581
10 Jan 2024 Clydesdale Financial Services Limited UpheldConsumer Credit1 Summary 1.This complaint is about the commission Clydesdale Financial Services Limited (trading as Barclays Partner Finance (“Barclays PF”)) paid to a credit broker (the “Broker”) when Miss L took out a conditional-sale agreement to buy a car in November 2018. 2.Miss L complains that Bar... (70 pages)View decision -
Decision Reference DRN-4188284
10 Jan 2024 Black Horse Limited UpheldConsumer Credit1 Summary 1.This complaint is about the commission Black Horse Limited (“Black Horse”) paid to a credit broker (the “Broker”) when Mrs Y took out a hire-purchase agreement to buy a car in April 2016. 2.Mrs Y complains that Black Horse acted unfairly by paying the Broker commission without ... (64 pages)View decision -
Decision Reference DRN-4538800
10 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4538800 The complaint Mrs K has complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under a home insurance policy. References to Admiral include companies acting on its behalf. What happened Mrs K contacted Admiral to make a claim for an escape of ... (3 pages)View decision -
Decision Reference DRN-4495522
10 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4495522 The complaint J complains that Aviva Insurance Limited (Aviva) has unfairly delayed making a decision on his claim for permanent disablement. What happened Mr M is insured through an insurance policy held by business J, which includes cover for either temporary or permanent dis... (3 pages)View decision -
Decision Reference DRN-4550354
10 Jan 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4550354 The complaint Mrs B has complained that Marks & Spencer Financial Services Plc trading as M&S Bank (“M&S Bank”) rejected her claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mrs B bought a solar panel system (“the system”) for her hom... (9 pages)View decision -
Decision Reference DRN-4466692
10 Jan 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4466692 The complaint Mr L is a sole trader. He complains the National Farmers' Union Mutual Insurance Society Limited (NFU) turned down claims he made on the legal expenses section of his ‘Farm Select’ insurance policy. Mr L is represented by solicitors but for ease I’ll refer to... (3 pages)View decision -
Decision Reference DRN-4550211
10 Jan 2024 Coventry Building Society UpheldMortgagesDRN-4550211 The complaint Mr and Mrs D complain that Coventry Building Society misled them about whether it would port their buy to let mortgage to a property being sold at auction. They ask for £7,500 compensation and to be able to port the mortgage outside Coventry’s usual criteria, with... (4 pages)View decision -
Decision Reference DRN-4536756
10 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4536756 The complaint Mr I says Aviva Insurance Limited didn’t arrange for a further assessment to be carried out of his legal expenses claim (as agreed following a previous complaint to our service). What happened Mr I invested in property development. As his money wasn’t returned, he... (3 pages)View decision -
Decision Reference DRN-4537063
10 Jan 2024 Covea Insurance plc UpheldInsuranceDRN-4537063 The complaint A limited company, which I will call R, has complained about the refusal of a claim under its Pubs and Wine Bars Insurance policy with Covea Insurance Plc. Mr B, as director of R, has brought the complaint on its behalf. What happened R consists of a pub. In Janua... (12 pages)View decision
