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 120799 results
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Decision Reference DRN-3704117
21 Sep 2022 U K Insurance Limited UpheldInsuranceDRN-3704117 The complaint Mr R complains about U K Insurance Limited trading as Churchill’s (“UKI”) valuation of his car following a claim under his car insurance. He also complains about errors they made in disposing of his car. What happened Mr R’s car was declared a write-off following ... (7 pages)View decision -
Decision Reference DRN-3711755
21 Sep 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-3711755 The complaint Mrs B is unhappy that Capital One (Europe) plc provided credit to her which she feels wasn’t affordable for her at those times. What happened In September 2017, Mrs B applied for a credit account with Capital One. Mrs B’s application was approved, and Capital One ... (4 pages)View decision -
Decision Reference DRN-3709183
21 Sep 2022 Enro Limited UpheldInsuranceDRN-3709183 The complaint C, represented by Mrs S, complains that Enro Limited (“Enro”) mis-sold her business protection insurance policies and gave incorrect information about a claim. Any reference to Mrs S or Enro includes any representatives or agents. What happened The background of t... (4 pages)View decision -
Decision Reference DRN-3711655
21 Sep 2022 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-3711655 The complaint Mr S and Ms D complain that the cash settlement that AA Underwriting Insurance Company Limited (AA) offered for their contents insurance claim is unfair. What happened Mr S and Ms D had a water leak in 2021. This caused damage to both their home and to some of the... (5 pages)View decision -
Decision Reference DRN-3711674
21 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3711674 The complaint Mr E is unhappy that Barclays Bank UK PLC, trading as Barclaycard, didn’t pay £100 cashback to him, in line with an offer he’d received from them. What happened Mr E received an email from Barclays advising of a cashback offer that would be running for a limited t... (3 pages)View decision -
Decision Reference DRN-3693692
21 Sep 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3693692 The complaint Mr I complains Royal and Sun Alliance Insurance Limited (RSA) delayed his claim on his motor insurance policy which resulted in the theft of his car. There are several parties and representatives of RSA involved throughout the complaint but for the purposes of thi... (2 pages)View decision -
Decision Reference DRN-3571976
21 Sep 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3571976 The complaint Mr J feels that Klarna Bank AB (Publ) has treated him unfairly with regard to his credit agreement and his credit file. What happened Mr J entered a credit agreement with Klarna in May 2021 to purchase a bike. Mr J says he filled all the documents and expected pay... (2 pages)View decision -
Decision Reference DRN-3699251
21 Sep 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3699251 The complaint Ms M has complained that Bank of Scotland plc trading as Halifax (“Halifax”) acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Ms M complained to Halifax that the fees it applied to her account caused ... (3 pages)View decision -
Decision Reference DRN-3143890
21 Sep 2022 Amtrust Europe Limited UpheldInsuranceDRN-3143890 The complaint Mr A is unhappy Amtrust Europe Limited turned down a claim he made on his residential property owners insurance policy. What happened Mr A has an insurance policy with Amtrust which includes legal expenses cover for a property he rents out. In September 2020 he co... (3 pages)View decision -
Decision Reference DRN-1790123
21 Sep 2022 Inter Partner Assistance SA UpheldInsuranceDRN-1790123 The complaint Mr S complains that AXA Insurance UK Plc has unfairly declined a claim made under his travel insurance policy. What happened Mr S held a bank account which provided worldwide travel insurance as an additional benefit. The travel insurance policy is underwritten by... (5 pages)View decision
