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 4790 results
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Decision Reference DRN9851649
17 Jun 2013 Swiftcover Insurance Services Limited Not upheldInsurance (excluding PPI)Mrs M complains about the handling of a claim she made under her motor insurance policy with Swiftcover Insurance Services Limited following an accident in which her car was written-off.backgroundWhen Mrs M was advised by Swiftcover that her car was considered beyond economic repair, i... (2 pages)View decision -
Decision Reference DRN2143495
2 Dec 2016 Advantage Finance Ltd UpheldBanking and creditMiss S complains about the amount she has been charged for damage to a car that she returned when she ended a hire purchase agreement with Advantage Finance Ltd.backgroundIn January 2014 a car was supplied to Miss S under a hire purchase agreement with Advantage. ... (2 pages)View decision -
Decision Reference DRN1792231
29 Jan 2021 Caledonian Consumer Finance Ltd Not upheldBanking and creditMr S complains that Caledonian Consumer Finance Limited won’t refund to him the money that he’s paid under a fixed sum loan agreement for an electrician’s training course. He also complains that the loan was unaffordable for him. background The details of this complaint are well known to b... (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-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 -
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 DRN8952069
7 Sep 2015 The Co-operative Bank Plc Not upheldBanking and creditMr and Mrs M complain that The Co-operative Bank Plc trading as Britannia (“Britannia”) lost the title deeds for their property. They want Britannia to pay for them to get advice about how to protect their property and to take action, and pay compensation.background... (2 pages)View decision -
Decision Reference DRN4708960
7 Mar 2017 Tesco Underwriting Limited Not upheldInsurance (excluding PPI)Mrs and Mr A complain about the way in which Tesco Underwriting Limited dealt with their claim, after their car was written off in an accident on 27 October 2016. They say: There was a delay in Tesco telling them the car was a category B total loss; Tesco didn’t ke... (2 pages)View decision -
Decision Reference DRN4151339
28 Jun 2017 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs P is unhappy with the way Admiral Insurance Company Limited has handled her claim under her motor insurance policy. Mr P is Mrs P’s representative in this complaint.backgroundIn August 2016 Mrs P was involved in a road traffic accident which wasn’t her fault. Mr... (2 pages)View decision -
Decision Reference DRN-2345843
29 Dec 2020 Covea Insurance plc Not upheldInsuranceDRN-2345843 The complaint Ms C had a motor insurance policy with Covea Insurance plc in 2018 when her car was written-off in an accident. She complains about the poor service she got from it afterwards. What happened Although the policy covered her for a ‘new for old’ replacement car, Ms C... (2 pages)View decision