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-4845404
30 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4845404 The complaint This complaint is brought on behalf of limited company “M” in relation to an insurance claim made under its policy with AXA Insurance UK Plc (“AXA”). The complaint involves delays in AXA’s handling of the claim and its ultimate decision to decline it. Any refer... (3 pages)View decision -
Decision Reference DRN-5080274
30 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5080274 The complaint Mr C complains about Admiral Insurance (Gibraltar) Limited in relation to a motor insurance policy. Reference to Admiral includes its agents. What happened In summary, Mr C had a motor insurance policy underwritten by Admiral. The policy relevant to this compl... (3 pages)View decision -
Decision Reference DRN-5104452
30 Oct 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5104452 The complaint Mrs D complains about the settlement that Advantage Insurance Company Limited offered her for the total loss of her car following a claim made on her commercial motor insurance policy. What happened Mrs D’s car was damaged when it was hit by another car whilst... (3 pages)View decision -
Decision Reference DRN-5051261
30 Oct 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5051261 The complaint Mr L complains J.P. Morgan Europe Limited – who I’ll refer to as CHASE throughout the rest of this decision – didn’t do enough when he fell victim to an investment scam. What happened Mr L has an account with CHASE that he opened in May 2023. He says he opened ... (2 pages)View decision -
Decision Reference DRN-4990566
30 Oct 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-4990566 The complaint Mrs D complains about the level of service provided by Hastings Insurance Services Limited in administering her commercial motor insurance policy. She said she wants compensation for its errors. What happened Mrs D made a claim on her policy and Hastings, acti... (2 pages)View decision -
Decision Reference DRN-4572614
30 Oct 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4572614 The complaint Mr K complains about the quality of a car supplied via conditional sale by Moneybarn No.1 Limited trading as Moneybarn. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my ... (3 pages)View decision -
Decision Reference DRN-5076133
30 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5076133 The complaint Miss A, through a representative, complains that Monzo Bank Ltd won’t refund £17,398.84 that she lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. In summary, Miss A fe... (4 pages)View decision -
Decision Reference DRN-4984913
30 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4984913 The complaint Mr M complains that AXA Insurance UK Plc (AXA) refused to pay a claim on his motor insurance because of modifications to his car. What happened Mr M had motor insurance underwritten by AXA. Following an accident he made a claim on his insurance. When Mr M had r... (3 pages)View decision -
Decision Reference DRN-4664276
30 Oct 2024 Telefonica UK Limited Not upheldConsumer CreditDRN-4664276 The complaint Mr L has complained that Telefonica UK Limited trading as O2 misled him about the reporting on his credit file of a fixed sum loan agreement he’d taken out to buy a device. What happened The circumstances of the complaint are well known so I’m not going to go ... (2 pages)View decision -
Decision Reference DRN-4691326
30 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4691326 The complaint Mr A complains that Santander UK Plc closed his account, and he’d like it reinstated. What happened Mr A had an account with Santander Between September and November 2023 Santander had several conversations with Mr A to try to obtain information for their Know ... (2 pages)View decision
