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 4269 results
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Decision Reference DRN-2066956
8 Feb 2021 esure Insurance Limited Not upheldInsuranceDRN-2066956 The complaint Mr and Mrs W are unhappy about how esure Insurance Limited trading as Sheila’s Wheels handled their motor insurance claim after they’d been in an accident. For ease of reading I will refer only to Mrs W in my decision. What happened Mrs W was involved in a serious... (4 pages)View decision -
Decision Reference DRN-5337244
17 Feb 2025 Close Brothers Limited UpheldConsumer CreditDRN-5337244 The complaint Miss S had a car conditional sale agreement with Close Brothers Limited (CBL) and she is unhappy they allowed a third-party to settle the agreement. She is also unhappy as she though that CBL during this process might have also provided her personal data to the... (4 pages)View decision -
Decision Reference DRN-2790191
28 Jul 2021 QIC Europe Ltd UpheldInsuranceDRN-2790191 The complaint Mr O complains that QIC Europe Ltd (QIC) have unfairly handled a claim under his motor insurance policy. Mr O made a separate complaint about QIC’s handling of his claim up to 2 June 2020. This complaint looks at QIC’s handling of the claim up to the date of this ... (4 pages)View decision -
Decision Reference DRN-5185011
3 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5185011 The complaint Mr P complains that Revolut Ltd won’t refund money he lost when he was a victim of a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points and then focus on ex... (4 pages)View decision -
Decision Reference DRN-3400795
5 Sep 2022 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-3400795 The complaint Mr H complains that Embark Investment Services Limited trading as Stocktrade (“Embark”) failed to transfer his pension savings to another provider in a timely manner. What happened Mr H held pension savings in a self-invested pension plan (“SIPP”). The administrat... (4 pages)View decision -
Decision Reference DRN0400369
10 Sep 2020 AXA Insurance UK Plc UpheldInsurance (excluding PPI)Mr A is unhappy that AXA Insurance UK Plc won’t pay his claim for loss of rent and damages under his commercial property owners policy.backgroundMr A let out a shop. In April 2015 he regained possession of the premises from an illegal sub-tenant. The property had major dilapidations. Mr A ... (4 pages)View decision -
Decision Reference DRN-5426391
3 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5426391 The complaint Mr and Mrs C complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost when they say they fell victim to an ‘Authorised Push Payment’ (‘APP’) investment scam. Mr and Mrs C bring their complaint with the assistance of professiona... (5 pages)View decision -
Decision Reference DRN9724883
31 Jan 2019 The Society of Lloyd's Not upheldInsurance (excluding PPI)Mrs B complains that the Society of Lloyd’s (Lloyds) won’t meet all her claim for damage and things lost during a burglary.backgroundI issued a provisional decision on this complaint in January 2019. A copy is attached and forms part of this decision.In that I said I... (4 pages)View decision -
Decision Reference DRN-5205655
26 Mar 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5205655 The complaint Mrs V has complained about the quality of a car provided on finance by Go Car Credit Limited (GCCL). What happened GCCL supplied Mrs V with a used car on a hire purchase agreement in December 2023. The cash price of the car was around £11,600 and it had covere... (4 pages)View decision -
Decision Reference DRN-3837000
17 Jan 2023 Metro Bank PLC Not upheldBanking and PaymentsDRN-3837000 The complaint Mr D complains that Metro Bank PLC registered a marker at CIFAS, the national fraud database, when it closed his account. What happened Mr D says he wasn’t involved in any fraudulent activity on the account. And that the marker is affecting his ability to access f... (4 pages)View decision
