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-4409851
9 Nov 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4409851 The complaint Mr A is unhappy with the response from Sainsbury’s Bank Plc when he raised a claim under section 75 of the Consumer Credit Act 1974 about the quality of a used car. What happened In July 2022, Mr A bought this car at a distance after seeing it on a video provided ... (6 pages)View decision -
Decision Reference DRN-4346499
9 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4346499 The complaint Mr and Mrs B are unhappy that AXA Insurance UK Plc declined their storm damage claim. Mr and Mrs B jointly held buildings and contents insurance underwritten by AXA. For ease of reading, I’ll refer mainly to Mr B throughout. What happened During strong winds, Mr B... (3 pages)View decision -
Decision Reference DRN-4432568
9 Nov 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4432568 The complaint Mr and Mrs T complain that Accredited Insurance (Europe) Ltd (AIE) didn’t pay their full claim for trace and access under their home insurance policy. AIE use agents to administer the policy and to assess claims. Reference to AIE includes these agents. What happen... (2 pages)View decision -
Decision Reference DRN-4434394
9 Nov 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4434394 The complaint Mr O is unhappy that BMW Financial Services (GB) Limited (‘BMWFS’) reported missed payments to the credit reference agencies (‘CRAs’) on a hire purchase agreement he had with them. What happened In September 2016, Mr O was supplied with a new car through a hire pu... (3 pages)View decision -
Decision Reference DRN-4446345
9 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4446345 The complaint A limited company, which I’ll refer to as M, complains that Barclays Bank UK PLC acted unfairly by intermittently withdrawing online banking and threatening to close its bank account without notice. M also complains that the bank returned some direct debits unpaid... (5 pages)View decision -
Decision Reference DRN-4294706
9 Nov 2023 ClearBank Limited UpheldBanking and PaymentsDRN-4294706 The complaint Mr P, director of PD (a limited company) is unhappy ClearBank Limited (trading as Tide) won’t reimburse PD for the money it lost when Mr P fell victim to a scam. What happened Mr P fell victim to a safe account scam. He received a text message, from a number that ... (3 pages)View decision -
Decision Reference DRN-4198367
9 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4198367 The complaint A limited company, which I’ll refer to as B, complains that Barclays Bank UK PLC obstructed its attempts to clear the arrears on its Bounce Back Loan (“BBL”). B also complains that Barclays withdrew its online banking and made it difficult for it to use its curren... (6 pages)View decision -
Decision Reference DRN-4442339
9 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4442339 The complaint Mr P complains Admiral Insurance (Gibraltar) Limited offered an unreasonable settlement for his motor insurance claim. What happened Mr P’s van was stolen. He claimed against his Admiral motor insurance policy. After becoming frustrated with how it was handling hi... (3 pages)View decision -
Decision Reference DRN-4447465
9 Nov 2023 Vitality Health Limited UpheldInsuranceDRN-4447465 The complaint Mrs C is unhappy with the way Vitality Health Limited handled a claim made under her private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them here again. Instead, I’ll focus on giving my r... (3 pages)View decision -
Decision Reference DRN-4447696
9 Nov 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4447696 The complaint Miss S complains that Red Sands Insurance Company (Europe) have declined her claim for treatment provided to her horse T because she had missed a premium payment and her policy had been cancelled. What happened In September 2022 Miss S took out policies for her t... (3 pages)View decision
