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-4690895
27 Nov 2024 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-4690895 The complaint Mr P complains about the quality of a car he acquired through a hire purchase agreement with MI Vehicle Finance Limited (‘MI’). He says that the car had an oil leak when he first took delivery of it. This was repaired at the time, but Mr P thinks the repair did... (5 pages)View decision -
Decision Reference DRN-5131944
27 Nov 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5131944 The complaint Ms W complains that Vanquis Bank Limited did not handle her claims properly in respect of an unsatisfactory holiday. What happened Ms W booked flights, a hotel, and a cruise with her Vanquis credit card. The payments were made separately, and she paid £1,502.89... (3 pages)View decision -
Decision Reference DRN-4925882
27 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4925882 The complaint Mr C complains that National Westminster Bank Plc paid a £30,000 cheque to a party that wasn’t the intended payee. He wants to be reimbursed. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events ... (5 pages)View decision -
Decision Reference DRN-4987997
27 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4987997 The complaint Ms T complains that National Westminster Bank Plc (NatWest) closed her account and hasn’t given her access to her funds. What happened Ms T had four bank accounts with NatWest. In December 2023, NatWest told Ms T it had decided to close her accounts. It asked h... (2 pages)View decision -
Decision Reference DRN-5168876
27 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5168876 The complaint Mr L complains about AXA Insurance UK Plc (“AXA”) for declining his claim for home contents. He wants AXA to change its decision and to settle his claim in line with the policy terms. What happened Mr L insured his home and contents with AXA. He purchased his p... (3 pages)View decision -
Decision Reference DRN-5137964
27 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5137964 The complaint Mr C complains about Royal & Sun Alliance Limited “RSA”s handling of his buildings insurance claim. All references to RSA also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them i... (3 pages)View decision -
Decision Reference DRN-4974576
27 Nov 2024 One Sure Insurance Limited Not upheldInsuranceDRN-4974576 The complaint A company, which I’ll refer to as ‘J’, complains about the way One Sure Insurance Limited (trading as Compare HGV Insurance), handled the renewal of its commercial motor insurance policies and the subsequent cancellation of those policies. Mr E brings the comp... (3 pages)View decision -
Decision Reference DRN-4526909
27 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4526909 The complaint Mr W complains Barclays Bank UK PLC registered a fraud marker at CIFAS, the national fraud database. He doesn’t think it’s done so fairly. What happened Mr W held an account with Barclays. In January 2022 it was credited with two payments of £4,612.89 and £3,... (3 pages)View decision -
Decision Reference DRN-4772741
27 Nov 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4772741 The complaint Mrs W has complained about the insurer for her second home, Great Lakes Insurance SE. In a previous complaint to this Service, where Mrs W raised a number of concerns about her policy, an Ombudsman explained that Great Lakes was not named on the policy documen... (4 pages)View decision -
Decision Reference DRN-4772661
27 Nov 2024 Thatched Owners Insurance Services Limited Not upheldInsuranceDRN-4772661 The complaint Mrs W has complained about her second home, insurance broker Thatched Owners Insurance Services Limited (TOIS). Mrs W has made TOIS aware of a number of concerns. Some of those were previously brought to this service as a complaint. That complaint was answered... (3 pages)View decision
