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 4257 results
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Decision Reference DRN-3809101
23 Nov 2022 Mulsanne Insurance Company Limited UpheldInsuranceDRN-3809101 The complaint Mr F complains that Mulsanne Insurance Company Limited mishandled his claim on a motor insurance policy. Where I refer to Mulsanne, I refer to the above-named insurance company and I include intermediaries and others insofar as I hold Mulsanne responsible for thei... (4 pages)View decision -
Decision Reference DRN9836797
6 Feb 2020 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr and Mrs C complain AXA Insurance UK Plc gave them incorrect information about their policy excess when they made two claims on their home insurance policy. They say they suffered a loss because of this.backgroundMrs C contacted AXA about two separate incidents which had caused water dam... (3 pages)View decision -
Decision Reference DRN2080079
10 Oct 2014 Barclays Bank Plc UpheldInsurance (excluding PPI)Mr E complains a card protection policy was mis-sold to him by a predecessor of Barclays Bank Plc. background In September 2002 a card protection policy was added to Mr E’s credit card. In 2013 Mr E complained the policy had been added without his knowledge or consent. Barclays did not u... (3 pages)View decision -
Decision Reference DRN-3716108
6 Jan 2023 Black Horse Limited Not upheldConsumer CreditDRN-3716108 The complaint Mrs B complains about the quality of a used car that was supplied through a hire purchase agreement with Black Horse Limited (BHL). What happened In December 2017, Mrs B acquired a used car through a hire purchase agreement from BHL. The car was registered in Sept... (3 pages)View decision -
Decision Reference DRN4588912
29 Sep 2017 Volkswagen Financial Services (UK) Limited UpheldBanking and creditMr C and Miss M complain about problems they’ve experienced with a used car they bought with finance from Volkswagen Financial Services (UK) Limited.backgroundMr C and Miss M complained to VFS about the problems they were experiencing with their car. And, being unhapp... (4 pages)View decision -
Decision Reference DRN1762439
7 Mar 2019 UK Insurance Limited UpheldInsurance (excluding PPI)Mr S complains that U K Insurance Limited voided his motor insurance policy when he didn’t provide information it had asked him for.backgroundMr S has insured his car with UKI for several years, though each year he takes out a new policy online rather than renewing ... (3 pages)View decision -
Decision Reference DRN-2956105
4 Aug 2021 Haven Insurance Company Limited Not upheldInsuranceDRN-2956105 The complaint Mr A complains Haven Insurance Company Limited unfairly refused to settle his commercial motor insurance claim. What happened In October 2019 Mr A made a claim on his Haven commercial motor insurance policy. He had a collision with a third party whilst driving a v... (3 pages)View decision -
Decision Reference DRN2815070
29 Oct 2013 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Mr A and Mr B have complained that following a claim under their motor insurance policy with Admiral Insurance Company Limited, there were a number of problems with the repairs process. backgroundMr A and Mr B’s car was stolen towards the end of July 2011 and was recovered shortly aft... (3 pages)View decision -
Decision Reference DRN-4255948
31 Oct 2023 Tesco Underwriting Limited Not upheldInsuranceDRN-4255948 The complaint Mrs L complained about Tesco Underwriting Limited’s service when she claimed under her motor insurance policy. What happened Mrs L’s car was damaged when another car crashed into it and the other driver( the third party) failed to stop. Tesco declared that her car... (3 pages)View decision -
Decision Reference DRN8518276
19 Aug 2019 Barclays Bank UK PLC Not upheldBanking and creditMr V is unhappy that – after Barclays Bank UK PLC (‘Barclays’) corrected an error on his account – he’s no longer receiving pre-approved loan offers.backgroundAround March 2018, Mr V says Barclays removed a marker on his current account, after they realised it had been added in error. They... (3 pages)View decision
