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 369227 results
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Decision Reference DRN-4771184
1 May 2024 Group 1 Automotive UK Limited UpheldInsuranceDRN-4771184 The complaint Mr K complains that Group 1 Automotive UK Limited (“GAUKL”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. What happened Mr K bought a car on a 48-month personal contract purchase (“PCP”) finance agreement. The finance was arranged by GAUKL w... (4 pages)View decision -
Decision Reference DRN-4721670
1 May 2024 Unum Ltd Not upheldInsuranceDRN-4721670 The complaint Miss E is unhappy that Unum Ltd has declined a claim she made on a group critical illness policy. What happened Miss E is the beneficiary of her employer’s group critical illness policy. In September 2022 she experienced a heart attack caused by Spontaneous Corona... (2 pages)View decision -
Decision Reference DRN-4776298
1 May 2024 esure Insurance Limited UpheldInsuranceDRN-4776298 The complaint Mr J complains that esure Insurance Limited (esure) caused delays and communicated poorly when handling his claim for accident damage, under his motor insurance policy. What happened In April 2023 Mr J’s car was damaged by another driver whilst it was parked. He m... (4 pages)View decision -
Decision Reference DRN-4655409
1 May 2024 Motability Operations Limited Not upheldConsumer CreditDRN-4655409 The complaint Mr R complains Motability Operations Limited (Motability) supplied him with a car that he believes wasn’t of satisfactory quality. He also complains about Motability’s decision to only communicate with him in writing or via an appointed re... (5 pages)View decision -
Decision Reference DRN-4742770
1 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4742770 The complaint Mr and Mrs S complain about the way U K Insurance Limited (UKI) handled a curtailment claim they made on a travel insurance policy. What happened Mr and Mrs S have travel insurance as a benefit of Mr S’ packaged bank account. In March 2023, Mr and Mrs S were abroa... (3 pages)View decision -
Decision Reference DRN-4745960
1 May 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4745960 The complaint Miss L complains that Clydesdale Bank Plc trading as Virgin Money* unfairly registered a default on her credit file. *To keep things simpler, in my decision I’ll refer to the business as ‘Virgin Money’. What happened Virgin Money sent Miss L letters dated: 11 Aug... (3 pages)View decision -
Decision Reference DRN-4737021
1 May 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4737021 The complaint Mrs A complains that Sainsbury’s Bank Plc (“Sainsburys”) applied a default to her account. What happened Mrs A opened a credit card account with Sainsburys in January 2018. She stopped making minimum payments to the account in January 2019. Sainsburys wrote to Mrs... (3 pages)View decision -
Decision Reference DRN-4701593
1 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4701593 The complaint Miss A complains Santander UK Plc hasn’t refunded transactions that she’s disputed. What happened Miss A has a current account and credit card account with Santander and has been a customer for around 15 years. Miss A says that there were a large number of unusual... (4 pages)View decision -
Decision Reference DRN-4755428
1 May 2024 Covea Insurance plc UpheldInsuranceDRN-4755428 The complaint Mr R has complained about poor service he received and the valuation Covea Insurance plc placed on his car when he made a claim under his car insurance policy. What happened Mr R made a claim for damage to his car to his insurer, Covea. Covea said it wasn’t econom... (2 pages)View decision -
Decision Reference DRN-4751053
1 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4751053 The complaint Ms S complains about AXA Insurance Company Limited (AXA) cancelling her home insurance policy because of the value of renovations at her property. AXA uses agents to administer and provide services under the policy, as well as to deal with claims and complaints. R... (6 pages)View decision
