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 125363 results
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Decision Reference DRN-4073639
26 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4073639 The complaint Mr B complains about AXA Insurance UK Plc’s handling of his motor insurance claim. He says AXA’s approved repairers caused damage to his vehicle. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As ... (3 pages)View decision -
Decision Reference DRN-4134281
26 May 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4134281 The complaint Miss N complains about AXA Insurance UK Plc’s handling of a claim she made after her house was flooded. What happened Miss N had a home insurance policy underwritten by AXA which covered her home and its contents amongst other things. She made a claim in mid-June ... (12 pages)View decision -
Decision Reference DRN-4084681
26 May 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4084681 The complaint Mr F is unhappy that a car supplied to him under a hire purchase agreement with Creation Consumer Finance Ltd (Creation) was of an unsatisfactory quality. What happened In March 2022, Mr F was supplied with a used car through a hire purchase agreement with Creatio... (3 pages)View decision -
Decision Reference DRN-4099748
26 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4099748 The complaint Mr I complains that British Gas Insurance Limited downgraded his boiler insurance cover unfairly. Reference to British Gas includes its agents. What happened Mr I held a central heating insurance policy with British Gas. When he installed a new boiler, British Gas... (2 pages)View decision -
Decision Reference DRN-3933544
26 May 2023 Wise Payments Limited UpheldBanking and PaymentsDRN-3933544 The complaint Ms K complains that Wise Payments Limited (trading as Wise) won’t refund money she lost, after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here, Bu... (3 pages)View decision -
Decision Reference DRN-4135587
26 May 2023 Ageas Insurance Limited UpheldInsuranceDRN-4135587 The complaint Mr S complains that Ageas Insurance Limited is responsible for poor repairs in response to his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is a small hybrid car, first registered in 2018. Mr S has had the car ... (4 pages)View decision -
Decision Reference DRN-4077694
26 May 2023 KD Wright Financial Services Limited UpheldPensions and AnnuitiesDRN-4077694 The complaint Mrs Y complains about the advice given by KD Wright Financial Services Limited (‘KDWFS’) to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a self-invested personal pension (‘SIPP’). She says the advice was unsuitable for her a... (8 pages)View decision -
Decision Reference DRN-4052430
26 May 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4052430 The complaint Miss P is unhappy with the way Royal & Sun Alliance Insurance Limited (RSA) handled her claim following an escape of water. What happened Miss P had buildings and contents insurance with RSA. Following an escape of water from an appliance in her kitchen, she c... (3 pages)View decision -
Decision Reference DRN-4155701
26 May 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4155701 The complaint Miss B is unhappy that Santander UK Plc will not refund the money she lost as the result of an authorised push payment (APP) scam. Miss B’s complaint has been brought by a representative, for ease of reading I will refer solely to Miss B in this decision. What hap... (4 pages)View decision -
Decision Reference DRN-4049030
26 May 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4049030 The complaint Miss B complains Everyday Lending Limited irresponsibly lent to her. Miss B is represented by a claims management company. For ease, I’ll refer to all submissions as if they were made directly by her. What happened Miss B was approved for a £2,000 loan by Everyday... (3 pages)View decision
