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 365360 results
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Decision Reference DRN-5252887
10 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5252887 The complaint Mr A and Miss V have complained about the way AXA Insurance UK Plc (‘AXA’) has investigated a claim they made for flood damage at their property. What happened Mr A and Miss V took out a Home Protect insurance policy with AXA in March 2023. On 22 June 2023, fol... (4 pages)View decision -
Decision Reference DRN-5178015
10 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5178015 The complaint Ms F complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. What happened In March 2019 Ms F applied for a credit card with Vanquis. In her application, Ms F said she was employed with an income of £31,500 a year w... (3 pages)View decision -
Decision Reference DRN-5251832
10 Jan 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5251832 The complaint Mr S’ complaint is about a credit agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (“VWFS”). What happened In April 2023 Mr S entered into a hire purchase agreement with VWFS to acquire a car. In January 2024 ... (4 pages)View decision -
Decision Reference DRN-5248736
10 Jan 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5248736 The complaint Mr B and Miss J have complained about the way Liverpool Victoria Insurance Company Limited (LV) handled a claim under their home insurance policy. What happened In July 2023 Mr B and Miss J made a claim to LV for accidental damage to their bath. LV accepted th... (3 pages)View decision -
Decision Reference DRN-5253378
10 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5253378 The complaint Mr B complains about the way in which Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with a claim on his car insurance policy. What happened Mr B held a car insurance policy underwritten by Admiral. In April 2021 Mr B received a call from Admiral inf... (4 pages)View decision -
Decision Reference DRN-5155043
10 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5155043 The complaint Mr M complains about the amount Admiral Insurance (Gibraltar) Limited paid to settle a claim he made on his motor insurance policy. What happened Mr M’s car was damaged after being involved in an accident in July 2024. He made a claim under his mo... (3 pages)View decision -
Decision Reference DRN-5203136
10 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5203136 The complaint Mrs B and Mr H have complained that Ageas Insurance Limited (‘Ageas’) unfairly reduced the cash settlement offered under their home insurance policy following a burglary. For the avoidance of doubt, the term ‘Ageas’ includes reference to its agents and represen... (4 pages)View decision -
Decision Reference DRN-3308476
10 Jan 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-3308476 The complaint Mr W has complained about the actions of Phoenix Life Limited (“Phoenix”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2014. The QROPS subsequently invested in an asset that is unlikely to realise any ... (10 pages)View decision -
Decision Reference DRN-5253309
10 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5253309 The complaint Mr and Mrs H complained that Tesco Underwriting Limited (“Tesco”) unfairly settled their claim following a storm and the claim handling wasn’t as good as it should’ve been. What happened Mr and Mrs H made a claim when the boundary wall to their land was blown o... (3 pages)View decision -
Decision Reference DRN-5133225
10 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5133225 The complaint Mr K complains that Barclays Bank UK PLC trading as Barclaycard didn’t give him enough information before he made a transaction on his account. He says that, as a result, he suffered negative consequences which he wasn’t expecting. What happened Mr K holds a c... (3 pages)View decision
