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 370149 results
-
Decision Reference DRN-5507775
1 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5507775 The complaint Ms H and Mr R are complaining about the way AXA Insurance UK Plc has handled a claim they made on their buildings insurance policy. AXA has used a number of agents to act on its behalf throughout this claim. But for ease of reference I shall refer to anything t... (4 pages)View decision -
Decision Reference DRN-5516169
1 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5516169 The complaint Mr W complains about the response to, and settlement offered following a claim he made on his motorhome insurance policy with Tradex Insurance Company Plc (‘Tradex’). Much of Mr W’s unhappiness relates to the actions of Tradex’s appointed agents. As Tradex have... (3 pages)View decision -
Decision Reference DRN-5524812
1 May 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5524812 The complaint Mr M complains about a car supplied to him using a hire purchase agreement taken out with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened In November 2023, Mr M acquired a used car using a hire purchase agre... (6 pages)View decision -
Decision Reference DRN-5081775
1 May 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5081775 The complaint Mr E complains about being misled when he acquired a new car through a finance agreement with RCI Financial Services Limited trading as Nissan Financial Services (‘RCI’). Mr E says that he did not want any additional products with the car. But these were added... (4 pages)View decision -
Decision Reference DRN-5524608
1 May 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5524608 The complaint Mr and Mrs C are unhappy AA Underwriting Insurance Company Limited (AAUICL) declined a claim made under their home insurance policy. What happened In January 2024, Mr and Mrs C noticed water pooling in their garden, and on their patio, alongside their garden b... (7 pages)View decision -
Decision Reference DRN-5513217
1 May 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5513217 The complaint Mr S complains about Haven Insurance Company Limited’s decision to decline a claim under his home insurance policy. What happened Mr S had a home insurance policy with Haven. In May 2024 he made a claim for theft of items from his property while it was unattend... (3 pages)View decision -
Decision Reference DRN-5483312
1 May 2025 Fintern Ltd Not upheldConsumer CreditDRN-5483312 The complaint Mr H complains about Fintern Ltd, trading as Abound, acting irresponsibly when providing a loan followed by top up loans. What happened On 31 March 2023, Mr H took out a loan with Fintern Ltd for £5,000 to consolidate his debt. The repayments were £181.27 for ... (4 pages)View decision -
Decision Reference DRN-5333911
1 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5333911 The complaint Mrs A complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In July 2023, Mrs A and her husband were looking for ways to earn extra income and joined a group about cryptocurrency trading on a social media p... (9 pages)View decision -
Decision Reference DRN-5442063
1 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5442063 The complaint Mrs F’s complaint relates to a credit card she had with Clydesdale Bank Plc trading as Virgin Money. She has said that she considered Virgin was irresponsible when it accepted her application, and later increased her credit limit, as neither were affordable for... (4 pages)View decision -
Decision Reference DRN-5394792
30 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5394792 The complaint Mrs K and Mr P complain that AXA Insurance UK Plc (“AXA”) unfairly declined their claim for malicious damage to their property. What happened Mrs K and Mr P held a homeprotect home insurance policy with AXA, covering a property they owned and rented out. In Jan... (4 pages)View decision
