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 122405 results
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Decision Reference DRN-5187967
6 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5187967 The complaint Mr C complains about esure Insurance Limited’s handling of his car insurance claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, concentrating on the key issues as I see them. I have re... (4 pages)View decision -
Decision Reference DRN-5310176
6 Feb 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5310176 The complaint Miss A complains that Volkswagen Financial Services (UK) Limited supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In August 2023, Miss A acquired a used car through a hire purchase agreement from Volkswa... (2 pages)View decision -
Decision Reference DRN-5148705
6 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5148705 The complaint Mrs C complains that National Westminster Bank Plc (NatWest) won’t refund money she says she lost to an investment scam. What happened Mrs C invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. In February 2020, she made a faster pay... (7 pages)View decision -
Decision Reference DRN-5238416
6 Feb 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5238416 The complaint Mr S complains that Tradex Insurance Company PLC mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in late 2015. Mr S acquired the veh... (3 pages)View decision -
Decision Reference DRN-5308900
6 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5308900 The complaint Miss W has complained about the way West Bay Insurance Plc has handled her claim under her caravan insurance policy. Any reference to West Bay includes its agents. What happened One of the front windows of Miss W’s touring caravan was badly damaged in April 202... (3 pages)View decision -
Decision Reference DRN-5193026
6 Feb 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5193026 The complaint Mr and Mrs T are unhappy with the way Great Lakes Insurance UK Limited handled a claim made under their travel insurance policy (‘the policy’). They’re unhappy that they haven’t paid their claim in full. All reference to Great Lakes includes its agents. What ... (3 pages)View decision -
Decision Reference DRN-5312702
6 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5312702 The complaint Mr F and the estate of Mrs F are unhappy with the way U K Insurance Limited (UKI) handled a claim made on Mr and Mrs F’s travel insurance policy. All reference to UKI includes its agents. What happened Mr and Mrs F were on a cruise when Mrs F became unwell. B... (4 pages)View decision -
Decision Reference DRN-5311890
6 Feb 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5311890 The complaint Mr J complains Telefonica UK Limited trading as O2 allowed him to take out a fixed sum loan agreement for a new phone for his now ex-partner, which he says he shouldn’t have been allowed to do. And that O2 allowed his ex-partner to take out a fixed sum loan agr... (7 pages)View decision -
Decision Reference DRN-5302897
6 Feb 2025 NCO Europe Limited UpheldConsumer CreditDRN-5302897 The complaint Mr M complains NCO Europe Limited haven’t treated him fairly regarding his credit card account debt. What happened Mr M had a credit card with a company I’ll refer to as A. After some missed payments, A asked NCO to collect the payments. Mr M says he was never... (3 pages)View decision -
Decision Reference DRN-5301347
6 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5301347 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (‘Halifax) cancelled his direct debit mandate resulting in him missing a credit card payment. He says when Halifax cancelled his direct debit it should also have cancelled his credit card. And because ... (4 pages)View decision
