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 128535 results
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Decision Reference DRN-4321372
29 Aug 2023 Ageas Insurance Limited UpheldInsuranceDRN-4321372 The complaint Mr T has complained about how Ageas Insurance Limited (Ageas) dealt with a claim under a home insurance policy. Mr T is represented in this complaint by Mrs T. What happened Mr T made a claim when he had a water leak in his bathroom. Ageas accepted the claim and a... (3 pages)View decision -
Decision Reference DRN-4323284
29 Aug 2023 Allianz Insurance Plc UpheldInsuranceDRN-4323284 The complaint Mr C complains that Allianz Insurance plc mishandled a claim on his motor trade insurance policy. What happened For the year from December 2021, Mr C had a policy with Allianz. The policy covered any vehicle being driven in connection with his business. In early A... (4 pages)View decision -
Decision Reference DRN-4322252
29 Aug 2023 Wakam UpheldInsuranceDRN-4322252 The complaint Mr F complains about how Wakam handled his claim on his taxi motor insurance policy. What happened Mr F is a taxi driver and has a taxi insurance policy that’s underwritten by Wakam to cover his vehicle. In September 2022 a motorbike drove into his vehicle while i... (4 pages)View decision -
Decision Reference DRN-4088310
29 Aug 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4088310 The complaint Mr D complains that American Express Services Europe Limited (AESEL) delayed In processing his cashback. What happened In early November 2022, Mr D had earned over £670 cashback on his card account with AESEL. He requested that this be refunded to his account. Des... (2 pages)View decision -
Decision Reference DRN-4159621
29 Aug 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4159621 The complaint Mr J complains that Bank of Scotland plc trading as Halifax declined a payment for an Electronic Travel Authorisation (eTA) whilst abroad. What happened Mr J was travelling abroad and has explained that his return route was due to transit via Canada. On 2 November... (3 pages)View decision -
Decision Reference DRN-4318700
29 Aug 2023 Bank of Scotland Plc UpheldMortgagesDRN-4318700 The complaint Miss T complains that Bank of Scotland plc trading as Halifax has failed to treat her fairly when she asked for support with her mortgage payments. What happened The facts of this complaint are well known to both parties, so I won’t repeat them all here. But in su... (5 pages)View decision -
Decision Reference DRN-4322039
29 Aug 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4322039 The complaint Mr W is unhappy with Nationwide Building Society for not making reasonable adjustments for his disabilities under Section 20 of the Equality Act 2010, in relation to his credit card and debit card. What happened I issued my provisional findings to both parties set... (8 pages)View decision -
Decision Reference DRN-4264674
29 Aug 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4264674 The complaint Mr M complains that American Express Services Europe Limited (AESEL) has treated him unfairly in relation to how it has administered his account with it. What happened Mr M has a credit card account with AESEL. This account has the benefit of a loyalty programme t... (5 pages)View decision -
Decision Reference DRN-4323057
29 Aug 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4323057 The complaint Mr K is unhappy with the quality of the car he acquired under a hire purchase agreement with BMW Financial Services(GB) Limited trading as Alphera Financial Services (Alphera). When I refer to what Mr K has said, and Alphera have said, it should also be taken to i... (5 pages)View decision -
Decision Reference DRN-4076157
29 Aug 2023 Blue Motor Finance Limited UpheldConsumer CreditDRN-4076157 The complaint Mr T complains that the car he acquired through a hire purchase agreement in May 2022 wasn’t of satisfactory quality. What happened Mr T acquired a used car through a hire purchase agreement with BMFL. He says he needed to return to the dealer on several occasions... (3 pages)View decision