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 360982 results
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Decision Reference DRN-4629539
14 May 2024 Covea Insurance plc Not upheldInsuranceDRN-4629539 The complaint The estate of the late Mr B is unhappy that Covea Insurance plc unfairly declined a claim on his pet insurance policy. What happened The late Mr B’s dog, whom I’ll refer to as T, was covered by an insurance policy with Covea from 5 July 2020. Between February 2021... (2 pages)View decision -
Decision Reference DRN-4797106
14 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4797106 The complaint Mrs W complains about the settlement offered by AXA Insurance UK Plc after she made a buildings insurance claim. What happened Mrs W holds buildings insurance cover with AXA. On 25 November 2022 she contacted AXA after discovering a leak in her bathroom. She delay... (4 pages)View decision -
Decision Reference DRN-4655693
14 May 2024 Citibank UK Limited Not upheldBanking and PaymentsDRN-4655693 The complaint Mr H complains about the interest rate on the savings accounts he holds with Citibank UK Limited. What happened The background of this complaint is well known to both parties, so I won’t repeat everything here. Instead, I will provide a summary and focus on giving... (3 pages)View decision -
Decision Reference DRN-4773933
14 May 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4773933 The complaint Mr P says National Westminster Bank Plc irresponsibly lent to him. What happened Mr P took out a loan on 19 September 2023 for £3,000 over 24 months. The monthly repayments were £162.40 and the total repayable was £3,897.60. Mr P says the loan was unaffordable for... (3 pages)View decision -
Decision Reference DRN-4502739
14 May 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4502739 The complaint Mrs D has complained that Barclays Bank UK PLC, trading as Barclaycard, unfairly turned down her claim made about something bought using her credit card. What happened In September 2013, Mrs D purchased holiday club membership from a business called Club La Costa ... (3 pages)View decision -
Decision Reference DRN-4705244
14 May 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4705244 The complaint Mrs T complains that Mulsanne Insurance Company Limited (“Mulsanne”) declined a claim for the theft of her car and didn’t provide her with a courtesy car under her motor insurance policy. Mrs T is represented in her complaint, but for ease I will refer to her thro... (3 pages)View decision -
Decision Reference DRN-4795286
14 May 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4795286 The complaint Miss D complains that Barclays Bank UK PLC trading as Barclaycard has unfairly handled her credit card account while she has been experiencing financial difficulties. What happened Miss D opened a credit card account with Barclaycard in March 2000. Unfortunately, ... (4 pages)View decision -
Decision Reference DRN-4476914
14 May 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4476914 The complaint Mr H complains that a car acquired with finance from Santander Consumer (UK) Plc trading as Volvo Car Financial Services (“VCFS”) wasn’t of satisfactory quality. What happened In January 2021 Mr H was supplied with a car and entered into a hire agreement with VCFS... (4 pages)View decision -
Decision Reference DRN-4783987
14 May 2024 U K Insurance Limited UpheldInsuranceDRN-4783987 The complaint Mr S is unhappy with the way UK Insurance Limited (UKI) handled the repair to his vehicle following a claim he made on his motor insurance policy. What happened In June 2023 Mr S’ vehicle was hit by another vehicle whilst parked causing a fair bit of damage. He re... (4 pages)View decision -
Decision Reference DRN-4715432
14 May 2024 HL Partnership Limited Not upheldMortgagesDRN-4715432 The complaint Mr and Mrs T complain that an appointed representative of HL Partnership Limited failed to apply for the lower interest rate mortgage product they wanted. They say they will pay more interest as a result and ask for compensation. What happened Mr and Mrs T’s mortg... (3 pages)View decision
