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 4777 results
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Decision Reference DRN-4371890
5 Oct 2023 Madison CF UK Limited Not upheldConsumer CreditDRN-4371890 The complaint Mr J complains that Madison CF UK Limited trading as 118 118 Money (“118”) recorded negative information on his credit file and sold his debt to a third-party. He doesn’t believe it’s treated him fairly. What happened I recently issued my provisional decision abou... (6 pages)View decision -
Decision Reference DRN-4910423
1 Aug 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4910423 The complaint Mrs M complains that Admiral Insurance (Gibraltar) Limited avoided her car insurance policy (treated it like it never existed) and refused to pay her claim. Mrs M’s son Mr A is helping Mrs M with her complaint. For ease I will sometimes refer to Mr A’s comment... (7 pages)View decision -
Decision Reference DRN-2890683
17 Dec 2021 AIB Group (UK) Plc UpheldBanking and PaymentsDRN-2890683 The complaint Miss P is complaining that AIB Group (UK) Plc won’t refund transactions she didn’t authorise. What happened The full details of this complaint are well known to both parties so I won’t repeat them again here. Instead I’ll recap the key points and focus on giving t... (3 pages)View decision -
Decision Reference DRN5742742
20 Jun 2013 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr R complains that AXA Insurance UK Plc should remove the enquiry he made, when he had a leak in his property, from his claim history, as he did not make a claim. He contends that he is unable to find insurance, except at a much higher premium.backgroundThe circumstances of this com... (4 pages)View decision -
Decision Reference DRN0050247
18 Feb 2019 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Ms S complains that Calpe Insurance Company Limited settled another driver’s claim on her motor insurance policy and then cancelled her policy and asked for the rest of the premium to be paid. backgroundAnother driver claimed that Ms S had hit his parked and unattended... (3 pages)View decision -
Decision Reference DRN8157288
23 May 2017 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr D is unhappy that Calpe insurance Company Limited (“Calpe”) has voided his policy due to an alleged misrepresentation.backgroundIn August 2016, Mr D was involved in a car accident involving a third party. Mr D made a claim on a motor insurance policy he held with... (3 pages)View decision -
Decision Reference DRN-3260931
1 Feb 2022 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-3260931 The complaint Mrs W, who is represented by her husband, Mr W complains that Hyundai Capital UK Limited (HC) rejected her complaint that her car had been an unacceptable software upgrade. What happened Mrs W acquired a new car in April 2021. It cost £38,500 and was funded by a d... (3 pages)View decision -
Decision Reference DRN-3149322
8 Nov 2021 Haven Insurance Company Limited UpheldInsuranceDRN-3149322 The complaint Mr S complains, through his representative, that Haven Insurance Company Limited (Haven) have unfairly declined his claim for the theft of his vehicle and cancelled his commercial vehicle insurance. References to Mr S, or his representative, will include the other... (3 pages)View decision -
Decision Reference DRN-1868478
17 Jul 2020 Zurich Insurance PLC Not upheldInsuranceDRN-1868478 The complaintMs G is unhappy with the way Zurich Insurance PLC (Zurich) dealt with her claim after her car was involved in an incident. What happenedOn 27 February 2019 Ms G’s car was involved in an incident. Ms G contacted Zurich to report what had happened. She informed Zuric... (3 pages)View decision -
Decision Reference DRN-3777282
28 Nov 2022 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-3777282 The complaint Mrs L is unhappy that Bank of Ireland (UK) Plc (BOI) won’t refund her money she lost as part of a third-party 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 points, an... (3 pages)View decision