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 DRN6433221
4 Oct 2019 Accredited Insurance (Europe) Ltd Not upheldInsurance (excluding PPI)Mr T complains that Accredited Insurance (Europe) Ltd has declined to pay his claim on his commercial motor insurance policy following the theft of his van. He wants it to pay the claim. backgroundMr T’s van was stolen and he made a claim. But Accredited Insurance then found that he wasn’t... (2 pages)View decision -
Decision Reference DRN8478075
18 Oct 2019 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr N has complained about Admiral Insurance Company Limited. He isn’t happy about the valuation placed on his car following a claim on his motor insurance policy.backgroundMr N was involved in an accident in March 2019 and made a claim under his motor insurance policy. Admiral decided his ... (2 pages)View decision -
Decision Reference DRN8563395
1 Feb 2019 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Miss R complains about how AXA Insurance UK Plc dealt with her claim on her motor insurance policy when it found that the person driving her car at the time of the accident wasn’t insured to drive it. backgroundMiss R’s car was damaged in an accident whilst it was ... (2 pages)View decision -
Decision Reference DRN6428878
26 May 2017 Lowell Portfolio I Ltd Not upheldBanking and creditMiss G complains that Lowell Portfolio I Ltd won’t remove a default registered on her credit file. backgroundThis default was registered originally by a third party I’ll call S. It relates to an account Miss G opened in 2013. She experienced some very difficult circ... (2 pages)View decision -
Decision Reference DRN-3937815
8 Mar 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3937815 The complaint Mr E complains that Barclays Bank UK PLC (‘Barclays’) wrongly registered a default in relation to his bank account without giving him proper notice. What happened Mr E held a bank account with Barclays. This account did not provide an agreed overdraft facility. On... (3 pages)View decision -
Decision Reference DRN6384956
30 Jun 2015 NewDay Ltd UpheldBanking and creditMrs H complains that NewDay Ltd rejected their claim under S 75 Consumer Credit Act 1974 in respect of a hotel booking.backgroundMrs H has a credit card with NewDay Ltd. In early August 2014 Mrs H booked a three day break in the hotel for herself, her husband and ... (2 pages)View decision -
Decision Reference DRN5831630
4 Dec 2014 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Miss Z and her representative complain about the way Tesco Underwriting Limited handled a claim under her motor insurance policy. backgroundMiss Z’s vehicle was hit by a third party in a car park. The third party drove off but Miss Z obtained the vehicle’s registration and a descriptio... (2 pages)View decision -
Decision Reference DRN1080366
15 Aug 2014 Automobile Association Insurance Services Limited Not upheldInsurance (excluding PPI)Mr J complains that Automobile Association Insurance Services Limited (“AA”) mis-sold him legal expenses insurance. backgroundMr J was sold a contents insurance policy by AA in 1996; the policy included legal expenses insurance. The policy renewed for a number of years until 2006, when Mr ... (2 pages)View decision -
Decision Reference DRN-3537240
25 Jul 2022 AXA Insurance UK Plc Not upheldInsuranceDRN-3537240 The complaint Mr L was unhappy with AXA Insurance UK Plc ‘s handling of his claim under his policy. What happened Mr L’s car was vandalised, and he claimed under his policy with AXA for its repair. He was unhappy that AXA charged him his policy excess of £550 and recorded the c... (2 pages)View decision -
Decision Reference DRN-4004571
6 Mar 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4004571 The complaint Miss A has complained that American Express Services Limited (Amex) failed to adhere to her instructions by paying for additional hotel accommodation expenses on her Amex card when she expressly told it not to since the additional hotel expenses were complimentary... (3 pages)View decision
