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 368546 results
-
Decision Reference DRN-5081388
3 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5081388 The complaint Ms H complains U K Insurance Limited (UKI) has caused significant delays in progressing a claim made under her buildings insurance policy for subsidence. Any references to UKI include its agents. What happened In June 2018, Ms H noticed there was cracking to ... (3 pages)View decision -
Decision Reference DRN-5236225
3 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5236225 The complaint Mr D complains about how Advantage Insurance Company Limited dealt with a claim against his motor insurance policy after his car was hit by an uninsured driver. Mr D has appointed a representative to help him with this complaint. For simplicity I will refer to ... (3 pages)View decision -
Decision Reference DRN-5294478
3 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5294478 The complaint Mr D made a claim on his ARAG Legal Expenses Insurance Company Limited (‘ARAG’) legal expenses insurance policy for cover to bring a claim in relation to land he said his neighbour stole and damage to his property. Mr D says ARAG treated him unfairly by not pro... (2 pages)View decision -
Decision Reference DRN-5331073
3 Mar 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5331073 The complaint Ms S complains that Allianz Insurance Plc trading as Petplan rejected a claim on her horse insurance policy. What happened Ms S had insurance, underwritten by Allianz, for her horse. The policy included cover for treatment costs and for death benefit. Ms S made... (2 pages)View decision -
Decision Reference DRN-5366042
3 Mar 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5366042 The complaint Mr A complained that his home insurance policy was unfairly cancelled when his insurer Accredited Insurance (Europe) Ltd (“AI”) became aware of a change in circumstances. What happened When Mr A called AI to inform it he wanted to insure a new item under his po... (3 pages)View decision -
Decision Reference DRN-5323341
3 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5323341 The complaint Mr S is unhappy with how Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) handled his request to close his credit card account. Mr S would like Barclaycard to increase the amount of compensation they’ve offered to him. What happened In August 2024 ... (3 pages)View decision -
Decision Reference DRN-5336931
3 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5336931 The complaint Mrs B and Mr B are unhappy that Aviva Insurance Limited recorded a claim they made as a fault claim, without attempting to obtain CCTV of the third-party car which damaged their parked car. What happened Mrs B and Mr B’s parked car was hit, and the third-party ... (2 pages)View decision -
Decision Reference DRN-5281301
3 Mar 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5281301 The complaint Mr R complains Western Circle Ltd trading as Cashfloat (Cashfloat) failed to carry out sufficient income verification and affordability checks before it granted a short-term loan. What happened Mr R says he took out a short-term loan of £400 with Cashfloat in J... (3 pages)View decision -
Decision Reference DRN-5187712
3 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5187712 The complaint A company, which I will refer to as C, complains that National Westminster Bank Plc acted unfairly when it sent overdraft documentation with incorrect interest rates. (I want to stress that this decision is solely about the overdraft documentation, and not abo... (2 pages)View decision -
Decision Reference DRN-4939424
3 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4939424 The complaint Mr D, who is represented by Mrs D, complains that American Express Services Europe Limited (AESEL) rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened Mr D ordered a family photograph in print form from the merchant. Mrs D has e... (2 pages)View decision
