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 371485 results
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Decision Reference DRN-4921276
30 Jul 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4921276 The complaint Mr G complains Shawbrook Bank Limited are reporting late payments on his credit file for a loan he says he cancelled within the 14-day cooling off period. A representative has supported Mr G in making this complaint, but for simplicity I’ll refer to their subm... (11 pages)View decision -
Decision Reference DRN-4934940
30 Jul 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4934940 The complaint Mr S complains that Wise Payments Limited (“Wise”) won’t refund the money he lost as a result of two scams. He’s being supported by a representative. To keep things simple, I’ll refer to Mr S throughout this decision. What happened The background to this com... (3 pages)View decision -
Decision Reference DRN-4938326
30 Jul 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4938326 The complaint Miss D complains that Kroo Bank Ltd (‘Kroo’) blocked her account without explaining why . She wants access to the funds she has in it. What happened Miss D said she opened an account with Kroo to use for playing online games. She said she played a game and won... (3 pages)View decision -
Decision Reference DRN-4883899
30 Jul 2024 Ageas Insurance Limited UpheldInsuranceDRN-4883899 The complaint Mr and Mrs H complain that Ageas Insurance Limited took too long to repair their car after they made a claim on their motor insurance policy. What happened Mr and Mrs H held an Ageas motor insurance policy for their leased vehicle. The vehicle was stolen in Ja... (5 pages)View decision -
Decision Reference DRN-4938339
30 Jul 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4938339 The complaint Mrs H has complained about her property insurer AXA Insurance UK Plc because it has declined her claim made for subsidence. What happened Mrs H noted cracking at her home. She made a claim to AXA. AXA’s claim handler asked Mrs H some questions about the prope... (3 pages)View decision -
Decision Reference DRN-4782983
30 Jul 2024 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4782983 The complaint Miss B complains about Aioi Nissay Dowa Insurance UK Limited trading as Tesco Bank Box Insurance (“ANDI”) and the cancellation of her motor insurance policy after she failed to provide documentation within the deadline set. What happened The claim and complaint... (4 pages)View decision -
Decision Reference DRN-4536060
30 Jul 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4536060 The complaint Miss A complains that American Express Services Europe Limited (AESEL) won’t refund a payment she made using her credit card. What happened In August 2023, Miss A bought a bottle of perfume for £445 using her AESEL credit card. When it was delivered Miss A says... (2 pages)View decision -
Decision Reference DRN-4428582
30 Jul 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4428582 The complaint Mr S complains that a car he acquired under a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”) has developed multiple faults with the suspension and gearbox. What happened The background to the complaint is well known to all parties involved s... (4 pages)View decision -
Decision Reference DRN-4937310
30 Jul 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4937310 The complaint Miss P is unhappy with a car she acquired under a personal contract purchase (‘PCP’) agreement taken with MotoNovo Finance Limited. What happened Around November 2023 Miss P took a PCP agreement with Motonovo to acquire a used car. The car had covered around 8,... (6 pages)View decision -
Decision Reference DRN-4693933
30 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4693933 The complaint Ms A complains about the way Admiral Insurance (Gibraltar) Limited dealt with a claim on her motor insurance policy. What happened Ms A contacted Admiral in August 2022 after an incident with another car. She said she had clipped the other car’s wing mirror. Th... (2 pages)View decision
