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 125400 results
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Decision Reference DRN-4757622
19 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4757622 The complaint Mr B complains that a kitchen that he paid for using a fixed sum loan agreement with Creation Consumer Finance Limited wasn’t of satisfactory quality. What happened Mr B entered into a fixed sum loan agreement with Creation Consumer Finance in July 2023 to pay ... (3 pages)View decision -
Decision Reference DRN-5040231
19 Nov 2024 One Call Insurance Services Limited UpheldInsuranceDRN-5040231 The complaint Mr P complains that One Call Insurance Services Limited (‘One Call’) didn’t honour a membership offer when he wanted to add a second car to his car insurance. What happened Mr P had a car insurance policy through an insurance broker, One Call. Mr P was a member... (3 pages)View decision -
Decision Reference DRN-5083948
19 Nov 2024 Ocaso SA, Compania de Seguros y Reaseguros UpheldInsuranceDRN-5083948 The complaint Mrs B complains about how Ocaso SA, Compania de Seguros y Reaseguros (‘Ocaso’) responded to a claim she made on a commercial property insurance policy. Much of Mrs B’s dissatisfaction has arisen because of the actions of Ocaso’s appointed agents (contractors). ... (4 pages)View decision -
Decision Reference DRN-5157855
19 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5157855 The complaint Mr and Mrs J have complained that esure Insurance Limited recorded an incident as a fault claim. Mrs J made a claim as a named driver under Mr J’s car insurance policy. What happened In January 2024 Mrs J reported an incident involving another car to esure. She... (6 pages)View decision -
Decision Reference DRN-5146923
19 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5146923 The complaint Mr and Mrs I have complained about AXA Insurance UK Plc’s decision to refuse settlement of their claim under their home insurance policy. Any reference to AXA includes its agents. What happened Mrs I lost a ring that she’d been given around 1990. She made a cla... (2 pages)View decision -
Decision Reference DRN-5157091
19 Nov 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5157091 The complaint Mr C complains about the quality of a car Santander Consumer (UK) Plc supplied to him under a conditional sale agreement. Background I recently issued my provisional conclusions setting out the events leading up to this complaint and how I thought the dispute ... (5 pages)View decision -
Decision Reference DRN-5115427
19 Nov 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5115427 The complaint Miss G complains that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) sent her a text message advising her that her account was in arrears when it wasn’t. What happened On 4 January 2024 Miss G’s direct debit to MCB failed. On 5 January 202... (2 pages)View decision -
Decision Reference DRN-5014114
19 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5014114 The complaint E, a limited company, complains that Barclays Bank UK Plc unreasonably blocked their accounts without explanation. What happened The background to this complaint is well known to both parties, so I will summarise it only briefly here. On 8 August 2023 the dir... (2 pages)View decision -
Decision Reference DRN-5157549
19 Nov 2024 National Westminster Bank Plc UpheldConsumer CreditDRN-5157549 The complaint Mr J is complaining about National Westminster Bank Plc because he’s dissatisfied with how his loan was handled following Covid payment breaks. He says NatWest extended the term of the loan without his agreement and that refinance agreements reached with the ba... (5 pages)View decision -
Decision Reference DRN-4953515
19 Nov 2024 Niche Private Clients Ltd UpheldPensions and AnnuitiesDRN-4953515 The complaint Mr S complains that Niche Private Clients Ltd (“Niche”) failed to correctly calculate, or explain, how some income he wished to take from his pension savings would be taxed. What happened Mr S holds pension savings on which he received ongoing advice and suppor... (4 pages)View decision
