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 125400 results
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Decision Reference DRN-4557880
16 Feb 2024 Freemans Plc UpheldConsumer CreditDRN-4557880 The complaint The estate of Mrs D complains Freemans Plc trading as Bon Prix was told the catalogue shopping account in Mrs D’s name would be closed – but was then asked to repay the balance. Mr D is representing Mrs D’s estate. What happened After Mrs D sadly passed away, Mr D... (2 pages)View decision -
Decision Reference DRN-4377367
16 Feb 2024 Mercer Limited UpheldPensions and AnnuitiesDRN-4377367 The complaint Mrs E is unhappy that Mercer Ltd (or a predecessor business of Mercer) advised her to take out a Free Standing Additional Voluntary Contribution (FSAVC) policy, which was unsuitable for her needs, and failed to advise her of more appropriate and/or cheaper options... (7 pages)View decision -
Decision Reference DRN-4626921
16 Feb 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4626921 The complaint Mr C has complained about his let property insurer AXA Insurance UK Plc because it declined his storm claim for damage to his property. What happened The polycarbonate roof of a porch at a property Mr C owns was torn off in January 2023. Mr C reported to AXA that ... (6 pages)View decision -
Decision Reference DRN-4587051
16 Feb 2024 Contis Financial Services Limited UpheldBanking and PaymentsDRN-4587051 The complaint Mr M has complained Contis Financial Services Limited, trading as Engage, won’t refund £250 for two cash withdrawals he didn’t make. What happened On 17 August 2023 Mr M attempted to use his Engage debit card at a cash machine at 06:47 to withdraw £10. This was un... (2 pages)View decision -
Decision Reference DRN-4580423
16 Feb 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-4580423 The complaint Mrs W has complained Madison CF UK Limited, trading as 118 118 Money won’t refund her for a transaction she didn’t make. What happened Mrs W opened a credit card account with 118 118 Money in April 2022. In March 2023 after a series of phone calls that had been cu... (3 pages)View decision -
Decision Reference DRN-4599375
16 Feb 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4599375 The complaint Mrs and Mr B complain that Casualty & General Insurance Company (Europe) Ltd (‘Casualty’) unfairly declined their pet insurance claim and about its service. My references to Casualty include its agents. What happened Mrs and Mr B took out pet insurance for the... (5 pages)View decision -
Decision Reference DRN-4298535
16 Feb 2024 U K Insurance Limited UpheldInsuranceDRN-4298535 The complaint Mr G complains about how U K Insurance Limited trading as Privilege (UKI), handled his claim on his car insurance policy. For ease of reading, any reference to UKI also includes the actions of its agents. What happened Mr G was involved in an accident in his car, ... (7 pages)View decision -
Decision Reference DRN-4626554
16 Feb 2024 Motors Insurance Company Limited UpheldInsuranceDRN-4626554 The complaint Mr C, who is also a director of a limited company “D”, which is a joint complainant, has complained about warranty provider Motors Insurance Company Limited (MICL). MICL cancelled a warranty, arranged by Mr C, for D’s vehicle “L”. This complaint will require me, i... (4 pages)View decision -
Decision Reference DRN-4625993
16 Feb 2024 Accelerant Insurance UK Limited UpheldInsuranceDRN-4625993 The complaint Mr W complains about Accelerant Insurance UK Limited’s handling of his building warranty claim. What happened Mr W’s property in an apartment block was covered under a ten-year building warranty insurance policy which ran from December 2009 to December 2019. The p... (5 pages)View decision -
Decision Reference DRN-4555800
16 Feb 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4555800 The complaint Mr F complains about the amount Mulsanne Insurance Company Limited offered to settle his claim for his stolen van on his commercial vehicle insurance policy. What happened Mr F’s van was stolen from outside of his home. Mulsanne reviewed the claim and accepted it.... (3 pages)View decision
