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 4563 results
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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 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 DRN6477054
17 Apr 2014 Barclays Bank Plc UpheldBanking and creditMr R complains that Barclays Bank Plc trading as Barclaycard will not refund the purchase of a holiday club membership he made using a credit card. He brings his claim under Section 75 of the Consumer Credit Act 1974.backgroundIn 2010 Mr R purchased a holiday club membership for £8,300... (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 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 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-2225642
2 Oct 2020 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-2225642 The complaint Mrs N is complaining that a car Santander Consumer (UK) Plc supplied her through a conditional sale agreement wasn’t as described. What happened In May 2014 Mrs N entered into a conditional sale agreement to acquire a car. The cash price of the car was around £9,0... (2 pages)View decision -
Decision Reference DRN-4198127
12 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4198127 The complaint Mrs V is unhappy that Santander UK Plc won’t refund the money she lost to an investment which she now considers is a scam. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap the key poi... (2 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 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
