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 122183 results
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Decision Reference DRN-5288001
31 Jan 2025 Allianz Insurance Plc UpheldInsuranceDRN-5288001 The complaint Mr S complains that Allianz Insurance Plc declined a claim on his pet insurance policy. What happened Mr S has been assisted in dealing with the complaint by his partner, who has dealt with the correspondence relating to this, but for ease I’ll refer to Mr S th... (3 pages)View decision -
Decision Reference DRN-5298736
31 Jan 2025 Wakam UpheldInsuranceDRN-5298736 The complaint Mrs L complains that Wakam avoided her home insurance policy and declined her claim for damage to her property and stolen valuables when her home was burgled. Reference to Wakam includes its agents or representatives. What happened Mrs L raised a claim with W... (8 pages)View decision -
Decision Reference DRN-5261348
30 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5261348 The complaint Miss C complains about the vehicle “just add fuel” charges she incurred when her hire purchase agreement with Stellantis Financial Services UK Limited came to an end. What happened In or around 2020 Miss C acquired a car financed through a hire purchase agreeme... (3 pages)View decision -
Decision Reference DRN-5265393
30 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5265393 The complaint Miss E complains that Royal & Sun Alliance Insurance Limited have declined part of her contents insurance claim following a burglary. What happened Miss E held contents insurance with RSA and raised a claim following a break in at her property in February ... (3 pages)View decision -
Decision Reference DRN-5093793
30 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5093793 The complaint Mrs A complains about the actions of Revolut Ltd when she lost money to a scam. Mrs A is being represented by a claims management company but for ease I’ll only refer to Mrs A. What happened The detailed background to this complaint is well known to both part... (9 pages)View decision -
Decision Reference DRN-5298441
30 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5298441 The complaint Miss Y complains that Aviva Insurance Limited (“Aviva”) didn’t provide a new car replacement, under her motor insurance policy, after her car was written off due to an accident. What happened Miss Y was involved in a car accident. She made a claim to Aviva. It... (4 pages)View decision -
Decision Reference DRN-4757482
30 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-4757482 The complaint Miss O has complained that a car she acquired using a hire-purchase agreement with Oodle Financial Services Limited (“Oodle”) was misrepresented to her, as she was told it had had one previous owner when in fact it had had four. She was also unhappy that she di... (3 pages)View decision -
Decision Reference DRN-5298329
30 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5298329 The complaint Mrs A has complained about how Domestic & General Insurance Plc (D&G) dealt with damage to her TV when she made a claim under a warranty. References to D&G include companies acting on its behalf. What happened Mrs A contacted D&G to arrange a ... (4 pages)View decision -
Decision Reference DRN-4857925
30 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-4857925 The complaint Mr N says Nationwide Building Society (“Nationwide”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr N di... (2 pages)View decision -
Decision Reference DRN-4899670
30 Jan 2025 Modulr FS Limited UpheldBanking and PaymentsDRN-4899670 The complaint Mr T complains that Modulr FS Limited closed his account and removed funds that belonged to him when doing so. What happened Mr T had been engaging in some peer-to-peer cryptocurrency transactions through a cryptocurrency platform. He’d sell cryptocurrency in r... (3 pages)View decision
