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 362195 results
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Decision Reference DRN-4955465
14 Jan 2025 QIC Europe Ltd Not upheldInsuranceDRN-4955465 The complaint Mr M and Ms T complain that QIC Europe Ltd (“QIC”) unfairly declined their home insurance claim as fraudulent. For ease, I will refer to all actions and comments as those of Mr M. What happened Mr M’s complaint about QIC concerns some matters that were previo... (8 pages)View decision -
Decision Reference DRN-5129509
14 Jan 2025 Society of Lloyd's UpheldInsuranceDRN-5129509 The complaint Mrs W complains about the way Society of Lloyd’s (Lloyd’s) handled claims she made on a building warranty. What happened In 2020 Mrs W purchased a property which came with a build-zone warranty underwritten by Lloyd’s. Mrs W made a claim on the warranty for var... (3 pages)View decision -
Decision Reference DRN-4604438
14 Jan 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4604438 The complaint Mr and Mrs M complaint is, in essence, that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What ... (13 pages)View decision -
Decision Reference DRN-4811282
14 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4811282 The complaint Mrs C has complained that Nationwide Building Society hasn’t done enough to help her get a refund for a holiday. What happened Mrs C used her Nationwide credit card to pay for a ten-day all-inclusive holiday abroad, with a merchant, who I will call ‘M’. Two day... (3 pages)View decision -
Decision Reference DRN-5207405
14 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5207405 The complaint Mr L & Miss M complain about the amount AXA Insurance UK plc (“AXA”) valued a bicycle for when it was stolen. When I mention AXA I also mean the claims handling companies and investigators. What happened Although the policy is held in joint names, it’s Mr L... (3 pages)View decision -
Decision Reference DRN-5219320
14 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5219320 The complaint Mr and Mrs D complain about how AXA Insurance UK Plc have dealt with their claim following a burglary at their home. They’re unhappy with delays with the claim and that AXA won’t cover their claim for stolen jewellery without further proof of ownership. What ha... (4 pages)View decision -
Decision Reference DRN-5122392
14 Jan 2025 Sesame Limited Not upheldPensions and AnnuitiesDRN-5122392 The complaint Mr K, through his representative, complains about the advice he received from The Independent Life & Pensions Group Ltd, now part of Sesame Limited (Sesame). All references to ‘Sesame’ will include all actions of The Independent Life & Pensions Group L... (4 pages)View decision -
Decision Reference DRN-5244228
14 Jan 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5244228 The complaint Mr S’s complaint relates to problems he had with a car supplied to him by CA Auto Finance UK Ltd under a hire purchase agreement. What happened Mr S entered into a hire purchase agreement with CA Auto Finance in December 2023 to purchase a car. The cash price ... (5 pages)View decision -
Decision Reference DRN-5259262
14 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5259262 The complaint Miss N complains that NewDay Ltd have irresponsibly lent to her. What happened Miss N was approved for an NewDay credit card (which I will refer to as A in this decision), in April 2010 with a credit limit of £350. I have detailed the credit limit changes below... (6 pages)View decision -
Decision Reference DRN-5259021
14 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5259021 The complaint Mrs C complains about Admiral Insurance (Gibraltar) Limited’s settlement of her car insurance claim. What happened Mrs C had a car insurance policy with Admiral. In June 2024, her car was involved in an accident. Admiral declared her car a total loss, and in Ju... (3 pages)View decision
