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 363925 results
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Decision Reference DRN-4591016
15 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4591016 The complaint Mrs S complains that a timeshare product was misrepresented to her and her husband. The purchase was partly financed with credit provided by Vacation Finance Limited (“VFL”). Because of that, Mrs S says she has a claim against VFL in the same way she has a claim ... (5 pages)View decision -
Decision Reference DRN-4598994
15 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4598994 The complaint Mr K complains that Admiral Insurance (Gibraltar) avoided his motor insurance policy (treated it like it never existed), refused to pay his claim and has kept the policy premium. What happened Mr K took out a motor insurance policy with Admiral which was automatic... (3 pages)View decision -
Decision Reference DRN-4271106
15 Feb 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4271106 The complaint Mr J has complained about the amount AXA Insurance Plc has paid in settlement of his claim under his property insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in disp... (2 pages)View decision -
Decision Reference DRN-4544235
15 Feb 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4544235 The complaint Mr O complains that Barclays has treated him unfairly when it’s failed to remove information recorded against him. What happened Mr O complained to Barclays in February 2022 after he identified it had recorded information on his National Hunter file. Barclays agre... (3 pages)View decision -
Decision Reference DRN-4429862
15 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4429862 The complaint Mr T is unhappy about charges he incurred after he made a cash transaction using a credit card provided by HSBC UK Bank Plc (HSBC). He’s also unhappy with the way HSBC handled his complaint. What happened The details of this complaint are well known to both partie... (2 pages)View decision -
Decision Reference DRN-4614520
15 Feb 2024 Key Retirement Solutions Limited UpheldMortgagesDRN-4614520 The complaint Mr and Mrs T, with the assistance of their representative, complain that Key Retirement Solutions Limited trading as Key, mis-sold them a lifetime mortgage and they’ve paid more in interest on their borrowing as a result of this. What happened Our investigator set... (3 pages)View decision -
Decision Reference DRN-4444214
15 Feb 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4444214 The complaint Ms E and Mr J have complained about AXA Insurance UK Plc. They are not happy about the way it dealt with a claim under their home insurance policy and eventually declined the claim. For ease of reading any reference to AXA includes its agents. What happened Ms E a... (3 pages)View decision -
Decision Reference DRN-4623252
15 Feb 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4623252 The complaint Mrs B complains about the service and vehicle value given to her by Admiral Insurance (Gibraltar) Limited (“Admiral”) during a claim under her motor insurance policy. What happened Mrs B had a motor insurance policy with Admiral covering her vehicle, which was a r... (4 pages)View decision -
Decision Reference DRN-4592055
15 Feb 2024 esure Insurance Limited Not upheldInsuranceDRN-4592055 The complaint Mrs G complains that Esure Insurance Limited (Esure) declined her claim under her home insurance policy. What happened Mrs G contacted Esure to make a claim as she said that a steel mug had fallen and cracked a floor tile. An engineer was instructed to assess the ... (3 pages)View decision -
Decision Reference DRN-4623871
15 Feb 2024 PDL Finance Limited UpheldConsumer CreditDRN-4623871 The complaint Miss L complains PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave her loans without carrying out affordability checks. What happened A summary of Miss L’s borrowing can be found below. loan number loan amount agreement date repayment date number monthly... (4 pages)View decision
