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 360982 results
-
Decision Reference DRN-4869868
13 Nov 2024 Lockton Companies LLP Not upheldInsuranceDRN-4869868 The complaint Mr S has complained about Lockton Companies LLP. He isn’t happy that it didn’t bring an endorsement on his motor insurance policy to his attention. A representative has supported Mr S in bringing this complaint, but for simplicity I’ve just referred to him in t... (2 pages)View decision -
Decision Reference DRN-4691792
13 Nov 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4691792 The complaint Miss H has complained that she is unhappy with the quality of a car she acquired in March 2023, using a hire purchase agreement with Zopa Bank Limited (“Zopa”). What happened Miss H acquired a used BMW at the end of March 2023, using a hire purchase agreement ... (5 pages)View decision -
Decision Reference DRN-5036169
12 Nov 2024 Amtrust Europe Limited UpheldInsuranceDRN-5036169 The complaint Mr and Mrs M complain that Amtrust Europe Limited (“Amtrust”) unfairly withdrew cover when they tried to make a claim under their self-build warranty. What happened Mr and Mrs M had a self-build home constructed. A ten-year warranty was included in the plot pac... (3 pages)View decision -
Decision Reference DRN-5142147
12 Nov 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5142147 The complaint Ms J complains Barclaycard failed to recover funds for goods paid for in part using her Barclaycard credit card. What happened In August 2022 Ms J purchased a sofa from a supplier I’ll call “X”. The total cost of the sofa including delivery was £2,944 and Ms J ... (4 pages)View decision -
Decision Reference DRN-4955635
12 Nov 2024 Motability Operations Limited Not upheldConsumer CreditDRN-4955635 The complaint Mrs O complains that Motability Operations Limited won’t accept her husband as her appointee in connection with a hire agreement under which a car was supplied to her. Her husband is also involved in her complaint. What happened Mrs O entered into a hire agreem... (2 pages)View decision -
Decision Reference DRN-5058297
12 Nov 2024 Assurant General Insurance Limited UpheldInsuranceDRN-5058297 The complaint Mr W complains about Assurant General Insurance Limited’s settlement of his mobile phone insurance claim. My references to Assurant include its agents. What happened Mr W has mobile phone insurance through his building society account. Assurant is the insurer.... (3 pages)View decision -
Decision Reference DRN-5141369
12 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5141369 The complaint Miss Q complains that Nationwide Building Society won’t refund to her the money that she paid for a mobile phone. What happened Miss Q paid £949.99 from her Nationwide bank account to buy a mobile phone on an online marketplace in November 2023. She made a disp... (2 pages)View decision -
Decision Reference DRN-5041320
12 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5041320 The complaint Mr and Mrs B complain that Aviva Insurance Limited unfairly handled a mid-term policy adjustment. The policy is in joint names but I’ll refer to Mr B throughout my decision as he referred the complaint to our service. What happened Mr B held home insurance wi... (3 pages)View decision -
Decision Reference DRN-5107765
12 Nov 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5107765 The complaint Mr A has complained that American Express Services Europe Limited (AESEL), trading as American Express (‘Amex’), unfairly declined a series of transactions he tried to make. This was after being told to make a purchase before he could carry out a balance transf... (2 pages)View decision -
Decision Reference DRN-5107720
12 Nov 2024 Astrenska Insurance Limited Not upheldInsuranceDRN-5107720 The complaint Mrs M complains that Astrenska Insurance Limited (trading as Collinson Insurance) should pay her claim on a gadget insurance policy. What happened From 26 March 2023, Mrs M had a policy that covered a mobile phone. She paid the premium by monthly direct debit.... (2 pages)View decision
