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 370149 results
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Decision Reference DRN-5008833
30 Oct 2024 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-5008833 The complaint Mr S complains that eBay Commerce UK Ltd is holding him liable for the amount of a transaction it reversed after a buyer made a successful claim against him as a seller. What happened I recently issued my provisional conclusions setting out the events leading ... (11 pages)View decision -
Decision Reference DRN-5053157
30 Oct 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5053157 The complaint Mr and Mrs V and Mrs W have complained – in their capacity as trustees of the V Trust – that Legal and General Assurance Society Limited (“L&G”) acted unfairly when they declined Mr V’s critical illness claim and cancelled Mr and Mrs V’s policy. What happen... (3 pages)View decision -
Decision Reference DRN-4939826
30 Oct 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4939826 The complaint Miss H and Mr O are unhappy with Accredited Insurance (Europe) Ltd (Accredited) because it hasn’t settled outstanding items under their home contents policy. Any reference to Accredited includes all its agents. What happened Miss H and Mr O took out a home insu... (5 pages)View decision -
Decision Reference DRN-5050448
30 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5050448 The complaint Mr B complains about how AXA Insurance UK Plc dealt with a claim against his motor insurance policy. Reference to AXA includes its agents. What happened In summary, Mr B has a motor insurance policy underwritten by AXA. His car was damaged and he made a claim ... (3 pages)View decision -
Decision Reference DRN-4661357
30 Oct 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4661357 The complaint Mr P complains that the car he acquired financed through a Conditional Sale Agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened Mr P acquired a new car financed through a Conditional Sale Agreement he signed in September 202... (3 pages)View decision -
Decision Reference DRN-5011923
30 Oct 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5011923 The complaint Ms O has complained about the service she received from AA Underwriting Insurance Company Limited (AAUIC) after making a claim under her home insurance policy. What happened Ms O contacted AAUIC to make a claim after she noticed water was getting into her prope... (2 pages)View decision -
Decision Reference DRN-5061333
30 Oct 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5061333 The complaint Mr S is unhappy Liverpool Victoria Insurance Company Limited (LV) have avoided his motor insurance policy and declined his claim. What happened In January 2024 Mr S was unfortunately involved in a car accident which he reported to his insurer LV. Whilst dealing... (3 pages)View decision -
Decision Reference DRN-4632636
30 Oct 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4632636 The complaint Miss P complains that Sainsbury’s Bank Plc (“Sainsbury’s”) hasn’t refunded her money she paid for a holiday cottage rental. What happened In August 2023, Miss P used her Sainsbury’s credit card to pay £721 to a marketplace type website for the rental of a cotta... (4 pages)View decision -
Decision Reference DRN-5066823
30 Oct 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5066823 The complaint Mr D complains that Hastings Insurance Services Limited (“Hastings”) mishandled his motor insurance policy. What happened In 2022, Mr D got a new car. For the year from late January 2024, Mr D had an insurance policy to cover his car through Hastings (an insu... (3 pages)View decision -
Decision Reference DRN-5004910
30 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5004910 The complaint Mr P complains about delays in Aviva Insurance Limited (Aviva) dealing with a claim under his motor insurance policy for damage to his vehicle following its theft and recovery. References to Aviva in this decision include their agents. This decision covers Mr... (5 pages)View decision
