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 4310 results
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Decision Reference DRN4433435
21 Apr 2020 BISL Limited Not upheldInsurance (excluding PPI)Mr J has complained about BISL Limited. He believes it renewed his home insurance policy between 2015 and 2018 without his authorisation. He says, when he complained, it only offered to refund half of the premium.background Mr J, via his mother, Mrs J, arranged cover with BISL in 2014. The... (2 pages)View decision -
Decision Reference DRN-2435322
28 Jan 2021 Barclays Bank UK PLC Not upheldMortgagesDRN-2435322 The complaint Mr K complains that the information registered by Barclays Bank UK PLC with the land registry in relation to his buy-to-let mortgage account is incorrect. What happened Mr K took out a buy-to-let mortgage with Barclays in January 2020. The mortgage offer, and term... (2 pages)View decision -
Decision Reference DRN2178159
22 Feb 2019 Aviva Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains that Aviva Insurance Limited delayed handling his claim on his motor insurance policy and then declined it and cancelled his policy. He wants compensation.backgroundMr M transferred the registration of his partner, Miss R’s, car to himself. Miss R said s... (2 pages)View decision -
Decision Reference DRN-3755053
14 Oct 2022 Covea Insurance plc Not upheldInsuranceDRN-3755053 The complaint Mr P complains Covea unfairly cancelled his motor insurance policy and declined his claim. What happened In June 2020 Mr P’s Covea motor insurance renewed. In April 2021 his vehicle was stolen. He claimed on his policy. But Covea retrospectively cancelled his poli... (2 pages)View decision -
Decision Reference DRN9593143
7 Apr 2017 Allianz Insurance Plc Not upheldInsurance (excluding PPI)Mr S complained that Allianz Insurance Plc were taking too long to deal with his claim under his motor insurance policy.backgroundIn December 2015, Mr S’s car was in an accident with another car which didn’t stop at the scene. Allianz have instructed solicitors to purs... (2 pages)View decision -
Decision Reference DRN5649533
22 Oct 2015 Cabot Financial (UK) Limited UpheldBanking and creditMr C complains that Cabot Financial (UK) Limited hasn’t removed a default from his credit file.backgroundIn April 2012 Mr C took out a credit card with Provider A. He used the available credit by December 2012, and didn’t pay off the balance. Provider A asked Mr C fo... (2 pages)View decision -
Decision Reference DRN4750912
30 Jan 2019 Barclays Bank UK PLC Not upheldBanking and creditMr M complains that Barclays Bank UK PLC (trading as Barclaycard) won’t refund the cost of a faulty vehicle he purchased.backgroundMr M bought a vehicle using his credit card. The vehicle developed a number of faults within the first six months. Mr M wanted to rejec... (2 pages)View decision -
Decision Reference DRN-4681064
14 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4681064 The complaint Mrs F complains AXA Insurance UK Plc (“AXA”) breached data protection rules by passing her details to a third party. What happened The circumstances of this complaint are well known to both parties, so I’ve summarised events. Mrs F had a car insurance policy with... (2 pages)View decision -
Decision Reference DRN-3675069
31 Aug 2022 Revolut Ltd Not upheldBanking and PaymentsDRN-3675069 The complaint Mr S, who was the sole proprietor of an overseas business, complains that Revolut Ltd closed his business account. What happened Mr S had an account with Revolut, which was in the name of his business, a sole proprietorship registered in Norway. In October 2020, R... (2 pages)View decision -
Decision Reference DRN9008591
12 Mar 2015 Policy Administration Services Ltd Not upheldInsurance (excluding PPI)Mr B is unhappy that when he bought his mobile phone insurance Policy Administration Services Ltd (“PAS”) didn’t tell him that his policy didn’t cover loss.backgroundMr B bought his mobile phone and insurance at the same time in a phone store. A few months later he lost his phone and m... (2 pages)View decision
