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 369228 results
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Decision Reference DRN-5379397
7 Mar 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5379397 The complaint Mr B has complained about a claim he made under the mobile phone insurance he had with Assurant General Insurance Limited through his bank account. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. ... (2 pages)View decision -
Decision Reference DRN-5133377
7 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5133377 The complaint Mr K complains about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim he made on his motor insurance policy. Mr K’s complaint has been brought by a representative. Any references to Mr K include the comments of his representative. Any refe... (3 pages)View decision -
Decision Reference DRN-5132907
7 Mar 2025 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5132907 The complaint Mr P says when he switched two of his personal pensions from Scottish Friendly Assurance Society Limited, its administrative handling was poor and this caused him trouble and stress. What happened The facts of this case are accepted by both parties. Mr P had ... (4 pages)View decision -
Decision Reference DRN-5308934
7 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5308934 The complaint Mr B complains about AXA Insurance UK Plc’s handling of his home insurance claim. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for the actions of the age... (5 pages)View decision -
Decision Reference DRN-5277696
7 Mar 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5277696 The complaint F, a limited company, complains eBay Commerce UK Ltd (Commerce) placed a hold on its payouts until orders had been delivered. F is represented by its director, Mr B. What happened F has traded on the marketplace for a number of years. In October 2024 Commerce... (3 pages)View decision -
Decision Reference DRN-5337946
7 Mar 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5337946 The complaint Mr P complains that Loans 2 Go Limited was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with statutory interest. He also wants any adverse information removed from his credit file. Mr P is represented by a th... (4 pages)View decision -
Decision Reference DRN-5346240
7 Mar 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5346240 The complaint Mr M complains that Accredited Insurance (Europe) Ltd unfairly declined a claim he made on his home insurance policy. Reference to Accredited includes its agents. What happened Mr M holds a home insurance policy with Accredited. He was notified by his local wat... (3 pages)View decision -
Decision Reference DRN-5241844
7 Mar 2025 Santander UK Plc Not upheldMortgagesThe complaint Mr and Mrs P’s complaint relates to their mortgage with Santander UK Plc. The complaint is that they took a repayment mortgage in 1989 over 20 years, but Santander has subsequently told them it was converted to an interest-only basis and so was not paid off. They believe Sant... (3 pages)View decision -
Decision Reference DRN-5150497
7 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5150497 The complaint Mr P complains about Barclays Bank UK PLC. He says that Barclays didn’t do enough to protect him when he fell victim to three separate scams between June and November 2023. This decision deals with the second scam. What happened Mr P came across another adver... (3 pages)View decision -
Decision Reference DRN-5236230
7 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5236230 The complaint Mrs A complains that Vanquis Bank Limited did not handle her chargeback request properly. What happened On 10 January 2024 Mrs A bought airline tickets from a travel agent at a cost of £2,249.23. She then discovered that her husband could not travel to the dest... (2 pages)View decision
