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-5082223
15 Oct 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-5082223 The complaint Ms N complains that Vacation Finance Limited (‘VFL’) is liable to pay her compensation following complaints made about timeshares bought using credit provided by VFL. What happened Ms N has made multiple purchases of timeshare memberships from a timeshare provi... (9 pages)View decision -
Decision Reference DRN-5082653
15 Oct 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5082653 The complaint Miss L complains Mulsanne Insurance Company Limited didn’t handle a claim against her motor insurance policy fairly. What happened Miss L had a motor insurance policy with Mulsanne. In February 2022 she made a claim, which Mulsanne ultimately accepted. Miss L c... (3 pages)View decision -
Decision Reference DRN-5082519
15 Oct 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5082519 The complaint Mr U complains that his commercial vehicle insurer, Accelerant Insurance Europe SA/NV UK Branch (‘Accelerant’), undervalued his car after it was declared a total loss. He is also unhappy about the delays in his claim being progressed and wants to be compensated... (5 pages)View decision -
Decision Reference DRN-5064183
15 Oct 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5064183 The complaint Mr S complains that American Express Services Europe Limited (AESEL) suspended his credit card while it carried out a credit review. What happened Mr S holds a credit card with AESEL. In May 2024 Mr S tried to use the card to pay in a restaurant but it was decl... (2 pages)View decision -
Decision Reference DRN-5036312
15 Oct 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5036312 The complaint Ms T complains about the service she has received from National Savings and Investments (NS&I) in relation to a Children’s Bond opened in her name many years ago. What happened Ms T came across some paperwork relating to a NS&I Children’s Bond her pare... (2 pages)View decision -
Decision Reference DRN-4889342
15 Oct 2024 Scottish Friendly Assurance Society Limited Not upheldInsuranceDRN-4889342 The complaint The estate of Mr L has complained about Scottish Friendly Assurance Society Limited (SFA) and two life assurance policies that it said were never reviewed and didn’t cover what they were supposed to. The estate of Mr L has been represented throughout this comp... (3 pages)View decision -
Decision Reference DRN-4966690
15 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4966690 The complaint Mr F complains that his motor insurance policy with AXA Insurance UK Plc (AXA) didn’t cover him for a cracked windscreen. What happened Mr F agreed a policy with AXA in October 2023. He used a comparison site when choosing his insurer. When he tried to claim fo... (3 pages)View decision -
Decision Reference DRN-4757364
15 Oct 2024 Black Horse Limited Not upheldConsumer CreditDRN-4757364 The complaint Miss S complains about the quality of a car supplied to her by Black Horse Limited trading as Land Rover Financial Services (“BH”). What happened Miss S acquired a used car under a 49 month hire purchase agreement with BH in June 2023. The car cost £26,890. Mis... (4 pages)View decision -
Decision Reference DRN-5045157
15 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5045157 The complaint Mr S has complained about the way esure Insurance Limited trading as Sheilas’ Wheels dealt with a claim made against his car insurance policy. What happened Mr S bought a car insurance policy with the insurer, esure. esure received a claim from a pedestrian for... (3 pages)View decision -
Decision Reference DRN-5082548
15 Oct 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5082548 The complaint Miss L complains that Advantage Insurance Company Limited incorrectly cancelled her motor insurance policy. Where I refer to Advantage, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed b... (3 pages)View decision
