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
-
Decision Reference DRN-4198115
19 Jun 2023 MBNA Limited UpheldBanking and PaymentsDRN-4198115 The complaint Mr D complains that MBNA Limited (MBNA) is refusing to refund him the amount he lost as the result of a scam. What happened In my provisional decision sent in April 2023, I said: “MBNA considered Mr D’s claim under Section 75 of the Consumer Credit Act and conclud... (3 pages)View decision -
Decision Reference DRN-4126438
19 Jun 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4126438 The complaint Mrs M is unhappy with the quality of a car supplied under a conditional sale agreement taken with Santander Consumer (UK) Plc trading as Santander Consumer Finance. What happened In August 2021 Mrs M acquired a used car funded in part with a conditional sale agre... (5 pages)View decision -
Decision Reference DRN-4195140
19 Jun 2023 The Shepherds Friendly Society Limited UpheldInsuranceDRN-4195140 The complaint Mr P complains that The Shepherds Friendly Society Limited has turned down a claim he made on an income protection insurance policy and cancelled the policy from the start. What happened The background to this complaint is well-known to both parties and so I haven... (6 pages)View decision -
Decision Reference DRN-4159723
19 Jun 2023 Highway Insurance Company Limited UpheldInsuranceDRN-4159723 The complaint Mr O has complained about the actions of Highway Insurance Company Limited (HICL) in referring him to a hire car company after a non-fault accident. What happened Mr O held motor insurance with HICL. His car was hit while parked, so Mr O called HICL to claim. As i... (4 pages)View decision -
Decision Reference DRN-4025422
19 Jun 2023 West Bay Insurance Plc UpheldInsuranceDRN-4025422 The complaint Miss H has complained about the way West Bay Insurance Plc settled a claim under a pet insurance policy for her cat and misleading information that it gave her. References to West Bay include its agents. What happened Miss H had a lifetime £10,000 policy with West... (2 pages)View decision -
Decision Reference DRN-4029470
19 Jun 2023 London General Insurance Company Limited UpheldInsuranceDRN-4029470 The complaint Miss S complains that London General Insurance Company Limited (LGICL) unfairly turned down her claim on her mechanical breakdown insurance policy. What happened Miss S’s car had a problem, so she took it to be inspected by a garage. The garage diagnosed an issue ... (2 pages)View decision -
Decision Reference DRN-4084651
19 Jun 2023 Oakleafe Group Limited UpheldInsuranceDRN-4084651 The complaint Mr B complains about the way Oakleafe Group Limited acted in its role as a loss assessor for a claim he made under his home insurance policy. He says Oakleafe failed to communicate effectively with his insurer, who I’ll call R. And, as a result of this, furniture ... (3 pages)View decision -
Decision Reference DRN-4135754
19 Jun 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4135754 The complaint Miss C complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) handled a claim under her motor insurance policy. Miss C is represented in this case, but for ease I’ll refer to her throughout. When I mention Admiral, I also mean its suppliers and repa... (3 pages)View decision -
Decision Reference DRN-4187042
19 Jun 2023 Usay Business Limited UpheldInsuranceDRN-4187042 The complaint Mrs L complains that Usay Business Limited mis-sold her personal private medical insurance policies. What happened The background to this complaint is well-known to both parties. So I’ve set out a summary of what I think are the key events. In November 2019, Mrs L... (5 pages)View decision -
Decision Reference DRN-4196554
19 Jun 2023 HDI Global Specialty SE UpheldInsuranceDRN-4196554 The complaint Mr and Mrs T complain that HDI Global Speciality SE (HDI) has handled a claim under their legal expenses insurance (LEI) policy unfairly. They say HDI should cover the costs they’ve incurred when paying for their own legal representatives. Any reference to HDI inc... (7 pages)View decision
