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
-
Decision Reference DRN-4092606
21 Apr 2023 Oasis Motor Finance Limited UpheldConsumer CreditDRN-4092606 The complaint Ms H complains that a car she acquired with credit from Oasis Motor Finance Limited wasn’t of satisfactory quality. Marsh FM LLP, a part of Marsh Finance Ltd, are the company administrating Ms H’s account on behalf of Oasis Motor Finance Limited. As Ms H has been ... (4 pages)View decision -
Decision Reference DRN-3999801
21 Apr 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3999801 The complaint Miss C complains about how Royal & Sun Alliance Insurance Limited (RSA) handled and settled a claim made on her motor insurance policy. What happened Miss C was involved in a collision with another driver in March 2020. RSA then treated the claim as non-fault.... (3 pages)View decision -
Decision Reference DRN-4092217
21 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4092217 The complaint Mrs A complains about the assistance offered to her by her travel insurer, Aviva Insurance Limited, following the cancellation of a flight. What happened Mrs A holds travel insurance with Aviva. She was travelling abroad with her family and their flight back to th... (4 pages)View decision -
Decision Reference DRN-4091403
21 Apr 2023 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4091403 The complaint Mr L complains about Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS) terminating his hire purchase agreement. What happened In November 2019 Mr L was supplied with a used car through a hire purchase agreement with VWFS. The tot... (5 pages)View decision -
Decision Reference DRN-3891714
21 Apr 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3891714 The complaint Mr P has complained about Casualty & General Insurance Company (Europe) Ltd. He isn’t happy that it turned down a claim under his pet insurance policy. For ease of reading any reference to Casualty & General includes its agents. What happened Mr P’s pet re... (2 pages)View decision -
Decision Reference DRN-4086558
21 Apr 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4086558 The complaint Mrs A complained because Santander UK plc didn’t refund her for a dispute about services she’d paid for, but didn’t receive. What happened On 16 October 2020, Mrs A paid £494 to a beauty treatment firm. On 31 March 2022, Mrs A rang Santander. She sai... (7 pages)View decision -
Decision Reference DRN-3914720
21 Apr 2023 West Bay Insurance Plc UpheldInsuranceDRN-3914720 The complaint Mr W had a motor insurance policy with West Bay Insurance Plc. He says it misled his son during a call, which meant Mr W was also misled and later faced financial detriment. What happened Mr W’s policy didn’t cover Mr W2, and he was driving Mr W’s car under the ‘d... (3 pages)View decision -
Decision Reference DRN-3810202
21 Apr 2023 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-3810202 The complaint Mrs B has complained that Casualty & General Insurance Company (Europe) Limited (C&G) has declined to cover her claim for injury to her pet dog when it was hit by a vehicle. What happened Mrs B’s 5-month-old dog, who I’ll refer to as “H”, was insured by C&... (3 pages)View decision -
Decision Reference DRN-4091301
21 Apr 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4091301 The complaint Mr M and Mrs W complain that AXA Insurance UK Plc declined their claim on their home insurance for damage to a wall following a storm. What happened Mr M and Mrs W had home insurance to cover their property. In November 2021 they were away from the property, but w... (3 pages)View decision -
Decision Reference DRN-4079089
21 Apr 2023 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4079089 The complaint Mr S complains about the way AA Underwriting Insurance Company Limited handled with a claim he made on his motor insurance policy. What happened Mr S bought a new car in May 2022. He’d only had it for a few weeks when someone drove into the back of it and damaged ... (3 pages)View decision