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 375119 results
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Decision Reference DRN-5288001
31 Jan 2025 Allianz Insurance Plc UpheldInsuranceDRN-5288001 The complaint Mr S complains that Allianz Insurance Plc declined a claim on his pet insurance policy. What happened Mr S has been assisted in dealing with the complaint by his partner, who has dealt with the correspondence relating to this, but for ease I’ll refer to Mr S th... (3 pages)View decision -
Decision Reference DRN-4621703
31 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4621703 The complaint Miss A complains that Starling Bank Limited won’t refund the money she lost when she was the victim of a scam. What happened In August 2023, Miss A received a call from someone who said they worked for Starling and that someone was trying to take money out of ... (4 pages)View decision -
Decision Reference DRN-4877685
31 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4877685 The complaint Mrs R complains that Starling Bank Limited won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In October 2023, Mrs R was looking to get some building work done at her property. She posted the work on a listing w... (4 pages)View decision -
Decision Reference DRN-5298736
31 Jan 2025 Wakam UpheldInsuranceDRN-5298736 The complaint Mrs L complains that Wakam avoided her home insurance policy and declined her claim for damage to her property and stolen valuables when her home was burgled. Reference to Wakam includes its agents or representatives. What happened Mrs L raised a claim with W... (8 pages)View decision -
Decision Reference DRN-5232018
30 Jan 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5232018 The complaint Ms B is unhappy with the service provided by Motability Operations Limited (MOL). Ms B’s representative, Mr B, brought the complaint on her behalf. For ease of reading and because the hire agreement was in her name, I’ll refer mainly to Ms B. When I refer to w... (3 pages)View decision -
Decision Reference DRN-4981641
30 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4981641 The complaint Mr M complains about the way Lloyds Bank plc handled his chargeback claim. Mr M is represented in this complaint. For the sake of simplicity, I will refer to all submissions by Mr M's representative as being from him. What happened Mr M purchased airline t... (3 pages)View decision -
Decision Reference DRN-5261348
30 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5261348 The complaint Miss C complains about the vehicle “just add fuel” charges she incurred when her hire purchase agreement with Stellantis Financial Services UK Limited came to an end. What happened In or around 2020 Miss C acquired a car financed through a hire purchase agreeme... (3 pages)View decision -
Decision Reference DRN-5265393
30 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5265393 The complaint Miss E complains that Royal & Sun Alliance Insurance Limited have declined part of her contents insurance claim following a burglary. What happened Miss E held contents insurance with RSA and raised a claim following a break in at her property in February ... (3 pages)View decision -
Decision Reference DRN-5204463
30 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5204463 The complaint Mr K complains about how Aviva Insurance Limited dealt with his mobile phone insurance claim. My references to Aviva include its agents. What happened Mr K had insurance for his mobile phone through a bank account. Aviva is the insurer. In June 2024 Mr K told ... (3 pages)View decision -
Decision Reference DRN-5244947
30 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5244947 The complaint Mr T complains that when his hire purchase agreement with BMW Financial Services(GB) Limited, trading as Alphera Financial Services, ended it kept trying to take the balloon payment from his bank account when he’d already paid it. He also complains about the cu... (3 pages)View decision
