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 369227 results
-
Decision Reference DRN-5609363
13 Jun 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5609363 The complaint Mrs M complains that Haven Insurance Company Limited (“Haven”) declined a claim for flood damage to her home. When I mention Haven I also mean its suppliers and contractors. Mrs M is represented in her complaint by a family member, but for ease I’ll refer to he... (3 pages)View decision -
Decision Reference DRN-5534544
13 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5534544 Complaint Mr E complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In October 2017, Moneybarn... (3 pages)View decision -
Decision Reference DRN-5580329
13 Jun 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5580329 The complaint Ms H complains that National Savings and Investments (NS&I) makes it difficult for her to make transfers over the telephone and online. She’d like them to change the way they complete customer authentication. NS&I made an offer of £50 to Ms H as they co... (2 pages)View decision -
Decision Reference DRN-5600732
13 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5600732 The complaint Mr B complains about the payment that he’s been asked to make to RCI Financial Services Limited, trading as Renault Finance, to voluntarily terminate the hire purchase agreement under which a car had been supplied to him. Mr B is being helped with his complaint... (3 pages)View decision -
Decision Reference DRN-5523474
13 Jun 2025 Assicurazioni Generali S.p.A Not upheldInsuranceDRN-5523474 The complaint Mr A is unhappy that Assicurazioni Generali SpA (‘Generali’) declined a claim made under a group income protection insurance policy (‘the policy’). What happened Mr A stopped working in July 2023. His absence was covered by medical certificates provided by his... (5 pages)View decision -
Decision Reference DRN-5597320
13 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5597320 The complaint Mr E complains about American Express Services Europe Limited’s response to a chargeback claim that he made for the money that he’d paid for a beard trimmer. What happened Mr E used his American Express credit card in May 2024 to pay £33.33 for a beard trimmer.... (3 pages)View decision -
Decision Reference DRN-5475555
13 Jun 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5475555 The complaint Mrs D has complained about Accredited Insurance (Europe) Ltd (AIEL)’s decision to reject a claim she made for storm damage under her home insurance policy. Mrs D is being represented in her complaint. What happened In May 2024 Mrs D made a claim for storm damag... (2 pages)View decision -
Decision Reference DRN-5564262
13 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5564262 The complaint Mr G complains that Santander UK Plc irresponsibly provided him with credit. Mr G is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mr G himself. What happened Santander provided M... (4 pages)View decision -
Decision Reference DRN-5623385
13 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5623385 The complaint Mrs B complains that Admiral Insurance (Gibraltar) Limited undervalued her car when it settled a claim on her motor insurance policy. Mrs B’s husband has helped her to bring her complaint. But for simplicity I will refer to her husband’s comments as being Mrs B... (6 pages)View decision -
Decision Reference DRN-5573268
13 Jun 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5573268 The complaint Mr J and Mr N complain about the settlement Astrenska Insurance Limited trading as Collinson Insurance has offered them for a travel delay claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties... (4 pages)View decision
