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 367300 results
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Decision Reference DRN-5175876
28 Nov 2024 Sainsbury's Bank Plc Not upheldInsuranceDRN-5175876 The complaint Mrs G complains about the fees charged by Sainsbury's Bank Plc after her car insurance policy was cancelled. The policy is underwritten by another business, who I’ll call A in this decision. What happened Mrs G took out a car insurance policy through Sai... (3 pages)View decision -
Decision Reference DRN-5121958
28 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5121958 The complaint Mr A is unhappy with the decision by AXA Insurance UK Plc following a claim for storm damage on his home insurance policy. What happened Mr A held a home insurance policy with AXA which included cover for storm damage. The policy booklet defined storm as: Sto... (4 pages)View decision -
Decision Reference DRN-5030390
28 Nov 2024 American International Group UK Limited Not upheldInsuranceDRN-5030390 The complaint Mr M is unhappy that American International Group UK Limited (‘AIG’) have declined to re- open a claim he made on his personal accident insurance policy. What happened Mr M successfully claimed on the personal accident policy he held with AIG following a road t... (2 pages)View decision -
Decision Reference DRN-5175796
28 Nov 2024 Accelerant Insurance Limited UpheldInsuranceDRN-5175796 The complaint Mr B complains about repairs carried out by Accelerant Insurance Limited after making a buildings insurance claim. Any reference to Accelerant includes the actions of its agents. What happened Mr B’s property is covered under a block buildings insurance polic... (6 pages)View decision -
Decision Reference DRN-4953399
28 Nov 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4953399 The complaint Mrs D complains about Ageas Insurance Limited (“Ageas”) recording that she’d made a claim on her home insurance policy. References to Ageas include its agents. What happened Mrs D held home insurance which was underwritten by Ageas. On 3 January 2024 she con... (3 pages)View decision -
Decision Reference DRN-4752966
28 Nov 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4752966 The complaint Mr M complains that misrepresentations were made when he acquired a used car from First Response Finance Ltd (“First Response”) under a hire purchase agreement. What happened In August 2023, Mr M acquired a used car using a hire purchase agreement with First R... (5 pages)View decision -
Decision Reference DRN-5127139
28 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5127139 The complaint Mrs P and Mr P complain U K Insurance Limited (UKI) didn’t refund the excess on Mrs P’s motor insurance policy when it said it would. References to Mrs P or Mr P, will include the other. UKI are the underwriters of this policy i.e. the insurer. Part of this c... (3 pages)View decision -
Decision Reference DRN-5097608
28 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5097608 The complaint Mr V complains about an account that he opened with Lloyds Bank PLC (Lloyds) in that they did not follow his instructions. As a result, Mr V suffered lost interest and inconvenience. What happened On 28 February 2023, Mr V went to a Lloyds branch to open a one... (2 pages)View decision -
Decision Reference DRN-5175016
28 Nov 2024 MBNA Limited UpheldBanking and PaymentsDRN-5175016 The complaint Mr R complained because MBNA Limited refused to refund him for transactions he said he didn’t make. What happened On 15 January 2024, there were two debits to Mr R’s MBNA credit card. One was for £1,998.60 and the other for £799.44. There were two further atte... (5 pages)View decision -
Decision Reference DRN-4941943
28 Nov 2024 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-4941943 The complaint Mr F complains that Hyundai Capital UK Limited trading as Kia Finance misrepresented the interest payable on his car finance loan. Mr F believes he is being overcharged for the credit because of this. What happened Mr F entered into the agreement in February 2... (3 pages)View decision
