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 367928 results
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Decision Reference DRN-4951472
7 Nov 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4951472 The complaint Mr and Mrs S are unhappy with the way AXA Insurance UK Plc dealt with a claim on their buildings insurance policy following a storm. This complaint involves the actions of agents for whom AXA is responsible. Any reference to AXA includes its agents. What happ... (3 pages)View decision -
Decision Reference DRN-5117068
7 Nov 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5117068 The complaint Mr M complains that American Express Services Europe Limited (“AESEL”) didn’t refund part of a payment he made and that it made errors while processing his request for a refund. What happened In October 2022, Mr M contacted AESEL to request help in getting a pa... (5 pages)View decision -
Decision Reference DRN-5053205
7 Nov 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-5053205 The complaint Ms G complains about how Tesco Underwriting Limited handled and settled a claim made on her motor insurance policy. She wants compensation for her losses and the significant stress and inconvenience caused. What happened Ms G was involved in a collision with a... (3 pages)View decision -
Decision Reference DRN-4820725
7 Nov 2024 U K Insurance Limited Not upheldInsuranceDRN-4820725 The complaint Mrs L complains U K Insurance Limited handled her property insurance claim poorly. Mrs L’s been represented by her son for the claim and complaint – Mr L. What happened In July 2021 Mrs L claimed against her UKI home insurance policy. Her home had been damage... (3 pages)View decision -
Decision Reference DRN-5130326
7 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5130326 The complaint Mrs W complains that Santander UK Plc hasn’t refunded her after she fell victim to an investment scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise key events here. Mrs W found an apparent investment o... (5 pages)View decision -
Decision Reference DRN-5131357
7 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5131357 The complaint Mr H complains about the way Advantage Insurance Company Limited quoted and handled a change on his motor insurance policy. This complaint involves the actions of agents for whom Advantage is responsible. Any reference to Advantage includes its agents. What h... (3 pages)View decision -
Decision Reference DRN-5027104
7 Nov 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5027104 The complaint Mr C complains about how Admiral Insurance (Gibraltar) Limited handled a claim made on his motor insurance policy. What happened Mr C’s car was damaged by another driver in a car park. The other driver’s insurer accepted liability and Mr C made a claim to Admi... (3 pages)View decision -
Decision Reference DRN-5087560
7 Nov 2024 MBNA Limited Not upheldBanking and PaymentsDRN-5087560 The complaint Mr L complains that MBNA Limited has charged him interest on his credit card despite making payments to clear the retail purchases on the account. What happened Mr L entered into a credit card agreement with MBNA in November 2023. The credit card had an introdu... (3 pages)View decision -
Decision Reference DRN-4799671
7 Nov 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4799671 The complaint Mr W complains that Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (Novuna) charged him for excess mileage when it had agreed that it wouldn’t do so. He would like the excess mileage fee waived. What happened The details of this complaint are... (2 pages)View decision -
Decision Reference DRN-5088132
7 Nov 2024 BUPA Insurance Limited Not upheldInsuranceDRN-5088132 The complaint Mr P is unhappy that BUPA Insurance Limited (BUPA) declined his private medical insurance claim. What happened Mr P has a private medical insurance policy with BUPA. In 2018, Mr P started to experience symptoms which were then diagnosed, in 2021, as Essential T... (4 pages)View decision
