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 4282 results
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Decision Reference DRN-4461528
16 Jan 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4461528 The complaint Mrs H complains that Royal & Sun Alliance Insurance Limited (“RSA”) mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car made by a premium-brand car maker and first registered in 2015. Mrs H... (4 pages)View decision -
Decision Reference DRN1380053
24 Apr 2019 BMW Financial Services (GB) Limited UpheldBanking and creditMr P complains that BMW Financial Services (GB) Limited (BMWFS) refused to let him reject a car.backgroundIn June 2018 Mr P bought a new car at a cost of some £68,000 which was part funded by a hire purchase agreement. When it was taken back for its 1,200 mile servic... (3 pages)View decision -
Decision Reference DRN-3844719
26 Jan 2023 AXA Insurance UK Plc Not upheldInsuranceDRN-3844719 The complaint Mr K says AXA Insurance UK Plc didn’t pay him enough when he made a claim after his car was written-off. He says it also provided poor service in general. What happened Mr K’s car was damaged by an unknown driver whilst it was parked and unattended. When the car w... (3 pages)View decision -
Decision Reference DRN6826407
25 Jul 2014 MBNA Limited Not upheldBanking and creditMr D says that a supplier misrepresented and breached a contract to purchase land. He brings his claim against MBNA Limited under section 75 of the Consumer Credit Act 1974.backgroundMr D bought a plot of land and paid the deposit using his MBNA credit card. Mr D complained to MBNA abou... (3 pages)View decision -
Decision Reference DRN3773730
7 Mar 2017 WorldPay (UK) Limited Not upheldBanking and creditMrs F complains that WorldPay (UK) Limited acted unfairly towards her, resulting in her merchant account being closed and money held back.backgroundMrs F took merchant facilities with WorldPay, so that she could accept card payments for her business. She says that Worl... (3 pages)View decision -
Decision Reference DRN-4218876
3 Jul 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4218876 The complaint Miss G complains that Haven Insurance Company Limited avoided her car insurance policy and refused to pay her claim. What happened Miss G took out a car insurance policy with Haven through a price comparison site. When her car was stolen, she made a claim on her p... (3 pages)View decision -
Decision Reference DRN-4958448
21 Aug 2024 Sabre Insurance Company Limited Not upheldInsuranceDRN-4958448 The complaint Mr G is unhappy with the service provided by Sabre Company Europe Limited (Sabre) after refusing to pay his claim, and cancelling his motorbike insurance policy. What happened Mr G took out motorbike insurance with Sabre. At the time of application Mr G declar... (3 pages)View decision -
Decision Reference DRN-3319033
9 Mar 2022 esure Insurance Limited UpheldInsuranceDRN-3319033 The complaint Mr F complains about esure Insurance Limited’s valuation of his car after it was stolen, under his motor insurance policy. What happened Mr F’s car was stolen so he made a claim to esure. The business valued the car based on the industry trade guides and offered £... (3 pages)View decision -
Decision Reference DRN-3995544
29 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3995544 The complaint Mrs V complains about Barclays Bank UK PLC trading as Barclaycard. She says that Barclays didn’t do enough to protect her from becoming the victim of a scam and would like Barclays to refund her the money she has lost. What happened In 2021, Mrs V was looking onli... (3 pages)View decision -
Decision Reference DRN-4657570
11 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4657570 The complaint Mrs B is unhappy that Barclays Bank UK PLC (‘Barclays’) didn’t reimburse her when she was the victim of a scam and with the service it provided. What happened Mrs B says that on the evening of 24 March 2022 she received a telephone call from someone who claimed to... (3 pages)View decision
