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-5026962
14 Oct 2024 One Insurance Limited UpheldInsuranceDRN-5026962 The complaint Mrs A has complained about not being informed of a delay in the estimated arrival time for a recovery agent when she sought assistance under a breakdown policy she held with the insurer, One Insurance Limited (OIL). Mrs A is being represented in her complaint. ... (2 pages)View decision -
Decision Reference DRN-5001587
14 Oct 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5001587 The complaint P’s complaint is about a claim it made on its Accelerant Insurance Europe SA/NV UK Branch (‘Accelerant’) business protection insurance policy. P says Accelerant treated it unfairly. P’s complaint is brought by Mr S in this complaint, but I shall refer to all o... (3 pages)View decision -
Decision Reference DRN-5035274
14 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5035274 The complaint Mr C complains that Nationwide Building Society didn’t honour a current account switch incentive. What happened Mr C held an account with Nationwide and an account elsewhere. Nationwide introduced a £200 incentive payment – available to new and existing custom... (2 pages)View decision -
Decision Reference DRN-4997444
14 Oct 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4997444 The complaint Miss P complains about how The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) dealt with a claim she made on her motor insurance policy after she was involved in an accident. What happened Miss P has a comprehensive car insurance policy with ... (4 pages)View decision -
Decision Reference DRN-4979340
14 Oct 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4979340 Complaint Mr C has complained about the quality of a car that Mercedes-Benz Financial Services UK Limited (“MBFS”) supplied to him through a hire-purchase agreement. Background In June 2019, MBFS provided Mr C with finance for a brand-new car. The cash price of the vehicle ... (4 pages)View decision -
Decision Reference DRN-5076588
14 Oct 2024 Fairmead Insurance Limited UpheldInsuranceDRN-5076588 The complaint Mr F has complained about the way Fairmead Insurance Limited handled a claim he made under his buildings insurance policy. Reference to Fairmead and Mr F includes their respective agents and representatives. What happened The circumstances aren’t in dispute, ... (5 pages)View decision -
Decision Reference DRN-4739282
14 Oct 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4739282 Complaint Mr S is unhappy with what Clydesdale Financial Services Limited (trading as Barclays Partner Finance “Barclays PF”) has done in order to settle a complaint he’s made. Mr S complained that Barclays PF failed to carry out any affordability checks and he also complai... (4 pages)View decision -
Decision Reference DRN-5058126
14 Oct 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5058126 The complaint Miss C complains that Casualty & General Insurance Company (Europe) Ltd (“C&G”) has unfairly declined a claim under her pet insurance policy. Where I refer to C&G, this includes the actions of its agents and claims handlers for which it takes respo... (3 pages)View decision -
Decision Reference DRN-5080395
14 Oct 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5080395 The complaint Mr W’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5055321
14 Oct 2024 MBNA Limited UpheldBanking and PaymentsDRN-5055321 The complaint Mr H complains that MBNA Limited blocked a transaction on his credit card and provided a contact number for assistance which was only open for certain hours. What happened Mr H holds a credit card with MBNA. In August 2024 Mr H attempted to pay a restaurant bil... (3 pages)View decision
