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 366874 results
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Decision Reference DRN-5052635
7 Nov 2024 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5052635 The complaint X complains that Marks & Spencer Financial Services Plc (M&S) irresponsibly provided her with a credit card and limit increase and failed to support her as a vulnerable customer. What happened M&S provided X with a credit card for £1,500 in November 20... (5 pages)View decision -
Decision Reference DRN-5083017
7 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5083017 The complaint Miss M has complained about the loss of a personal registration plate from her car when she made a claim under her car insurance policy. What happened Miss M was involved in an incident and made a claim to her insurer, Advantage. Her car was recovered and in tr... (2 pages)View decision -
Decision Reference DRN-5133085
7 Nov 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5133085 The complaint Mr H complains about the quality of a car supplied to him on hire purchase by Volkswagen Financial Services (UK) Limited (‘VWFS’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It r... (5 pages)View decision -
Decision Reference DRN-5128837
7 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5128837 The complaint Mr E is unhappy that Monzo Bank Ltd restricted his account and didn’t inform him when the restrictions were lifted. What happened On 31 July 2024, Monzo restricted Mr E’s account because a payment on the account was flagged as being potentially suspicious by M... (4 pages)View decision -
Decision Reference DRN-5096701
7 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5096701 The complaint Mr I complains that U K Insurance Limited mishandled his claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, first registered in September 2020. Mr I acquired the car in about... (4 pages)View decision -
Decision Reference DRN-5082652
7 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5082652 The complaint Miss G has complained about the market value settlement Admiral Insurance (Gibraltar) Ltd paid when it settled a claim under her car insurance policy. What happened Miss G was unfortunately involved in an incident with another vehicle and she made a claim to he... (2 pages)View decision -
Decision Reference DRN-5066980
7 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5066980 The complaint Mr A complains that AXA Insurance UK Plc wouldn’t honour its renewal quote for his motor insurance policy. What happened Mr A had a policy with AXA and when he changed his car mid-term he amended the registration on the policy. But AXA’s system wrongly recorde... (2 pages)View decision -
Decision Reference DRN-5071063
7 Nov 2024 Saffron Insurance Services Ltd UpheldInsuranceDRN-5071063 The complaint Mr H has complained that Saffron Insurance Services Ltd told him that he had an agreed value policy for his van when he didn’t. What happened Saffron arranged a policy to cover Mr H’s catering van. When it did so Mr H said the value of the van was £50,000. And ... (2 pages)View decision -
Decision Reference DRN-5082479
7 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5082479 The complaint Mr S has complained about AXA Insurance UK Plc’s decision to decline a theft claim he made under a home insurance policy he shares jointly with Mrs S. What happened Mr and Mrs S bought a home insurance policy through a broker in 2019. They have since renewed t... (3 pages)View decision -
Decision Reference DRN-5069531
7 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5069531 The complaint Mr and Mrs F are unhappy that Barclays Bank UK PLC (‘Barclays’) has failed to provide them each with a signature stamp. To keep things simpler, I've mostly referred to Mr F in my decision as he has dealt with this complaint. What happened Mr F missed out... (3 pages)View decision
