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 371633 results
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Decision Reference DRN-4820888
29 Jul 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4820888 The complaint Mr M complains that Nationwide Building Society delayed crediting two payments to his account. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat everything in detail. Instead, I will provide a summary and focus... (3 pages)View decision -
Decision Reference DRN-4782549
29 Jul 2024 esure Insurance Limited UpheldInsuranceDRN-4782549 The complaint Mr P complains about the settlement offered by esure Inurance Limited (esure) following the total loss of his car due to fire damage, under his motor insurance policy. What happened Mr P’s car was damaged by a fire. He made a claim to esure which it accepted. H... (3 pages)View decision -
Decision Reference DRN-4924310
29 Jul 2024 Vitality Health Limited Not upheldInsuranceDRN-4924310 The complaint Mr B complains about the way that Vitality Health Limited has handled a claim he made on a personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think ... (4 pages)View decision -
Decision Reference DRN-4659953
29 Jul 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4659953 The complaint Mr C complains about the quality of a campervan he has been financing through an agreement with Volkswagen Financial Services (UK) Limited, trading as Volkswagen Commercial Vehicle Financial Services (“VWFS”). What happened In April 2022 Mr C took receipt of a ... (3 pages)View decision -
Decision Reference DRN-4777177
29 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4777177 The complaint Mr D complains about the settlement payment he was offered by Advantage Insurance Company Limited (Advantage) following the theft of his car, under his motor insurance policy. What happened Mr D’s car was stolen. He made a claim to Advantage, which it accepted.... (3 pages)View decision -
Decision Reference DRN-4934795
29 Jul 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4934795 The complaint Mr M complains about the length of time it took Mitsubishi HC Capital UK Plc trading as Novuna Vehicle Solutions (“Novuna”) to resolve an issue with a car supplied to him under a hire agreement. What happened In February 2021, Mr M leased a brand-new car using ... (4 pages)View decision -
Decision Reference DRN-4891742
29 Jul 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-4891742 The complaint Mr F complains that Madison CF UK Limited trading as 118 118 Money allowed him to use a credit card which should have been closed. What happened Mr F held a credit card account with 118 118 Money. In 2020 the account fell into arrears. On 11 December 2020 118 1... (2 pages)View decision -
Decision Reference DRN-4885400
29 Jul 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4885400 The complaint Mr and Mrs R’s complaint is about the service provided under a central heating insurance policy with British Gas Insurance Limited. Mr R has been the main correspondent on the complaint, so I will mainly refer to him throughout this decision. What happened Mr a... (6 pages)View decision -
Decision Reference DRN-4934630
29 Jul 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4934630 The complaint Mr S complains about the service received by Sainsbury’s Bank Plc (“Sainsbury’s”) when trying to access funds held in a dormant account he’d discovered with it. In particular, he says Sainsbury’s are unfairly asking him to supply documents that are unachievable... (4 pages)View decision -
Decision Reference DRN-4930806
29 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4930806 The complaint Mr S has complained about the total loss settlement he received when he made a claim under his motor trade insurance policy. He also complained about the management of his claim. The insurer of Mr S’s policy is Accredited Insurance (Europe) Ltd (AIE). What ha... (3 pages)View decision
