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 4568 results
-
Decision Reference DRN0083383
4 Jul 2016 One Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that One Insurance Limited (One Insurance) cancelled her motor insurance policy from the start (voided it) and wouldn’t pay her claim. She wants it to pay this claim.backgroundMs W’s car was stolen in late January; it was then recovered by the polic... (2 pages)View decision -
Decision Reference DRN4997196
12 Aug 2019 Insure The Box Limited Not upheldInsurance (excluding PPI)Miss H complains that Insure The Box Limited cancelled her motor insurance policy without notifying her.backgroundMiss H took the policy out on 22 March 2019. Insure The Box wrote to Miss H four days later saying she needed to provide documents and other information by 2 April 2019 or the ... (2 pages)View decision -
Decision Reference DRN-3601586
18 Aug 2022 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-3601586 The complaint Mr C complains TransUnion International UK Limited haven’t updated his credit file when they should have. What happened Mr C says since January 2021 he’s been raising concerns about his credit score being affected due to TransUnion not recording him as on the Elec... (2 pages)View decision -
Decision Reference DRN-5107541
2 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5107541 The complaint X complains that Metro Bank PLC closed his account and registered a CIFAS marker against his name, as a result of which he is unable to open a new account. CIFAS is the UK’s main prevention service. What happened X had an account with CIFAS. On 8 January 2024 s... (2 pages)View decision -
Decision Reference DRN9788782
6 Feb 2015 Enterprise Insurance Company plc Not upheldInsurance (excluding PPI)Mr R complains that Enterprise Insurance Company plc has refused to pay his claim for the theft of his Audi R8 FSI Quattro which was insured under his self-drive hire policy.backgroundMr R purchased the Audi on 4 December 2013 for £15,000 and £30,000 part exchange on a Bentley. On 8 De... (2 pages)View decision -
Decision Reference DRN-3631259
19 Oct 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3631259 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard didn’t close his credit card account correctly. He continued to receive statements and was able to access the account online. He asks for an apology and to be properly compensated. What happened Barcl... (2 pages)View decision -
Decision Reference DRN-5640773
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5640773 The complaint Mr H complains that when Monzo Bank Ltd recorded a fraud marker against him incorrectly, it had a significant impact on him. He doesn’t think it’s done enough to put things right. What happened A summary of what happened is below. Mr H had an account closed by ... (2 pages)View decision -
Decision Reference DRN-4726976
10 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4726976 The complaint Mr H complains that Barclays Bank UK PLC failed to merge his profiles within its mobile banking application, causing him financial loss and inconvenience. What happened In October 2023 Mr H asked Barclays to merge his profiles within its mobile banking application... (2 pages)View decision -
Decision Reference DRN-2500666
13 Jan 2021 Acasta European Insurance Company Limited Not upheldInsuranceDRN-2500666 The complaint Mr and Mrs B complain that Acasta European Insurance Company Limited turned down their guarantee protection insurance claim. I’ll refer to Acasta and any parties acting on its behalf as ‘Acasta’. What happened In April 2018, Mr and Mrs B had a roof installed on th... (2 pages)View decision -
Decision Reference DRN-4810028
23 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4810028 The complaint Miss F complains about how AXA Insurance UK Plc (AXA) dealt with a claim on her motor insurance when another driver collided with her parked car. References to AXA include other organisations and individuals acting on its behalf. What happened Miss F had motor ... (2 pages)View decision
