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-4814552
25 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4814552 The complaint Miss P and Mr T have complained about how AXA Insurance UK Plc (AXA) dealt with a claim under their home insurance policy. As Miss P mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to her. References to AXA include companie... (3 pages)View decision -
Decision Reference DRN-4868293
25 Jun 2024 Trent-Services (Administration) Limited UpheldInsuranceDRN-4868293 The complaint Mr W has complained that Trent-Services (Administration) Limited didn’t make him aware of changes to his accident, sickness and unemployment policy. What happened When Mr W went to make a claim on his policy he became aware that the cover it offered had changed, a... (3 pages)View decision -
Decision Reference DRN-4460636
25 Jun 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4460636 The complaint Mrs G has complained about Mitsubishi HC Capital UK Plc trading as Hitachi Capital Consumer Finance ’s (‘Mitsubishi’) response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair rel... (5 pages)View decision -
Decision Reference DRN-4787476
25 Jun 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4787476 The complaint Miss A’s complaint is about two claims she made on her The National Farmers' Union Mutual Insurance Society Limited (‘NFU’) horse and rider insurance policy. Miss A says NFU treated her unfairly when they declined her claims. What happened Miss A took out a h... (4 pages)View decision -
Decision Reference DRN-4872814
25 Jun 2024 Ageas Insurance Limited UpheldInsuranceDRN-4872814 The complaint Mr H is unhappy with the settlement figure he has been offered by Ageas Insurance Limited following his car being written off. What happened Mr H took out a policy with Ageas in October 2023 after he changed his vehicle. In December 2023 he was in an accident whi... (4 pages)View decision -
Decision Reference DRN-4872913
25 Jun 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-4872913 The complaint Mr P is being represented by a claims manager. He’s complaining about National Westminster Bank Plc because he says it lent irresponsibly by providing a loan he couldn’t afford. What happened Following his application, in December 2021, NatWest gave Mr P a loan fo... (4 pages)View decision -
Decision Reference DRN-4788308
25 Jun 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4788308 The complaint Mr A complains that Tesco Personal Finance PLC trading as Tesco Bank has negatively impacted his credit file due to an outstanding balance on a closed credit card account. What happened In September 2023, Mr A says he changed credit card providers. He attempted to... (3 pages)View decision -
Decision Reference DRN-4856077
25 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4856077 The complaint Mr M complains about Lloyds Bank PLC (“Lloyds”) response to his claim brought under s.75 Consumer Credit Act 1974. What happened In May 2022 Mr M booked a package holiday including flights and accommodation for him and his family with a supplier I’ll call T. The h... (3 pages)View decision -
Decision Reference DRN-4869879
25 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4869879 The complaint Mr W is unhappy with esure Insurance Limited’s valuation of his vehicle after it was stolen. What happened In September 2023 Mr W’s vehicle was stolen so he made a claim under the motor insurance policy he held with esure. They accepted the claim and as the vehicl... (3 pages)View decision -
Decision Reference DRN-4869438
25 Jun 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4869438 The complaint Mr G is unhappy that the Royal Bank of Scotland Plc (RBS) stopped a payment he tried to make and put restrictions on his account. What happened Mr G attempted to make an online payment for £250. The payment was stopped as a fraud prevention measure. Mr G phoned RB... (3 pages)View decision