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-4116912
21 Aug 2023 Covea Insurance plc UpheldInsuranceDRN-4116912 The complaint Miss P has complained that Covea Insurance plc failed to provide a courtesy car while her car was being repaired when she made a claim under her car insurance policy. Miss P also complains that her No Claims Bonus (NCB) was impacted by the claim. What happened Mis... (2 pages)View decision -
Decision Reference DRN-4107540
21 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4107540 The complaint Mr A has complained about the way AXA Insurance UK Plc dealt with and settled a claim his son Mr R as a named driver made. Mr R made a claim against Mr A’s car insurance policy when he was involved in an incident with another car. What happened In May 2021 Mr R wa... (3 pages)View decision -
Decision Reference DRN-4192447
21 Aug 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4192447 The complaint Mr S complains that Zopa Bank Limited are pursuing him for a £13,000 loan that he says was taken out as part of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key... (2 pages)View decision -
Decision Reference DRN-4304182
21 Aug 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4304182 The complaint Mrs K and Mr S are unhappy that Inter Partner Assistance SA (IPA) declined a claim they made on their travel insurance policy. What happened Mrs K and Mr S were on holiday with their two children in the summer of 2022. One of their children became unwell and requi... (3 pages)View decision -
Decision Reference DRN-4304310
21 Aug 2023 AWP P&C SA UpheldInsuranceDRN-4304310 The complaint Mr W complains about AWP P&C SA and the service they provided after he made a claim on the Home Emergency (“HE”) cover included within his overall home insurance policy. What happened Mr W held a home insurance policy. Included within this policy was separate ... (4 pages)View decision -
Decision Reference DRN-4119066
21 Aug 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4119066 The complaint Mr B complains about a used car he acquired through a conditional sale agreement with Santander Consumer (UK) Plc. The car was sold with a body wrap and Mr B is unhappy that very shortly after acquiring the car it showed signs of peeling. Attempts to rectify this ... (3 pages)View decision -
Decision Reference DRN-4310722
21 Aug 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4310722 The complaint Ms K says Barclays Bank UK PLC asked her for higher monthly payments after she took out a new product. She asks that her monthly payments are as set out in the product offer. What happened Ms K’s mortgage product was due to expire on 31 October 2022. She spoke to ... (2 pages)View decision -
Decision Reference DRN-4301205
21 Aug 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4301205 The complaint Miss B complains that a car she acquired via a hire purchase agreement with MI Vehicle Finance Limited (“MIVF”) wasn’t of satisfactory quality. What happened In September 2021 Miss B entered into a four-year hire purchase agreement for a used car with MIVF. The ca... (9 pages)View decision -
Decision Reference DRN-4210100
21 Aug 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4210100 The complaint Mr R is unhappy that Great Lakes Insurance SE declined a claim he made on his travel insurance policy. What happened Mr R was on holiday in October 2022 when he had an accident in a bar he was visiting. He fell from a raised platform and broke his leg. Mr R’s clai... (3 pages)View decision -
Decision Reference DRN-4210334
21 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4210334 The complaint Mr R complains about how AXA Insurance UK Plc dealt with a motor insurance claim he made. AXA are the underwriters (insurers) of this policy. Part of this complaint concerns the actions of their appointed agents. AXA have accepted they are accountable for the acti... (5 pages)View decision
