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
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Decision Reference DRN-4966186
14 Aug 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4966186 The complaint Mr G complains about the way Red Sands Insurance Company (Europe) Limited settled a claim he made on his mechanical breakdown insurance policy. What happened In January 2024 Mr G made a claim on his mechanical breakdown policy, for an issue with his car’s therm... (3 pages)View decision -
Decision Reference DRN-4954206
14 Aug 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4954206 The complaint Ms Y complains about AXA Insurance UK Plc (AXA) declining a claim under her home insurance policy for damage to her property. References to AXA include their agents who administer the policy and assess claims. This decision covers Ms Y’s complaint to this Ser... (6 pages)View decision -
Decision Reference DRN-4941018
14 Aug 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4941018 The complaint Miss H has complained that Red Sands Insurance Company (Europe) Limited has unreasonably and unfairly refused to pay her claim under her pet policy by erroneously considering the cause of the claim to be pre-existing. What happened Miss H adopted her adult cat... (4 pages)View decision -
Decision Reference DRN-4789955
14 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4789955 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly in increasing his overdraft limit which he couldn’t afford. Mr S also complained about a personal loan which Monzo provided to him. But we’ve already explained that we’re considering that complai... (4 pages)View decision -
Decision Reference DRN-4964819
14 Aug 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4964819 The complaint Mr C is unhappy that Stellantis Financial Services UK Limited trading as Vauxhall Finance (Vauxhall) incorrectly recorded missed payments on his credit file. What happened Mr C took out a hire agreement with Vauxhall. The agreement came to an end, but in July... (3 pages)View decision -
Decision Reference DRN-4955328
14 Aug 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4955328 The complaint Mr S’s complaint is about the refusal of a claim under her pet insurance policy with Casualty & General Insurance Company (Europe) Ltd (“C & G“). What happened In September 2023, Mr S’s dog was diagnosed with pancreatitis. Mr S made a claim under his p... (6 pages)View decision -
Decision Reference DRN-4964721
14 Aug 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4964721 The complaint Mrs R is unhappy with the service provided by Advantage Insurance Company Limited (Advantage) following a claim made on her car insurance policy. What happened In January 2024 Mrs R took out a car insurance policy with Advantage. The policy was paid for under ... (6 pages)View decision -
Decision Reference DRN-4964582
14 Aug 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4964582 The complaint Mrs W complains that BMW Financial Services(GB) Limited trading as BMW Financial Services (“BMWFS”) supplied her with a car that wasn’t of satisfactory quality. What happened Mrs W took out a hire purchase agreement with BMWFS in June 2022 to acquire a new car... (6 pages)View decision -
Decision Reference DRN-4956815
14 Aug 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4956815 The complaint Ms P complains that Nationwide Building Society failed to send her a paper statement from her bank account which was needed to secure a new fixed-rate mortgage deal. What happened Ms P brought a complaint to Nationwide when it failed to provide her with a copy ... (4 pages)View decision -
Decision Reference DRN-4961354
14 Aug 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4961354 The complaint Mr T told us that as part of his retirement planning, he wanted to extend the term of a Buy To Let (“BTL”) mortgage he holds with Barclay Bank UK PLC. He said he’d first applied for this in January 2023, and everything was agreed, but Barclays then just didn’t ... (3 pages)View decision