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 364862 results
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Decision Reference DRN-5232612
30 Dec 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5232612 The complaint Mr W complains about the quality of a car supplied to him by MotoNovo Finance Limited (“MotoNovo”). What happened I sent Mr W and MotoNovo my provisional findings on this complaint on 9 December 2024. A copy of that decision is attached and forms part of this f... (5 pages)View decision -
Decision Reference DRN-5208584
30 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5208584 The complaint The estate of Mrs M has complained that Aviva Life & Pensions UK Limited (‘Aviva’) maintained its decision to decline a claim despite further medical evidence being provided. What happened The late Mrs M held a life cover policy, underwritten by Aviva. Sadl... (2 pages)View decision -
Decision Reference DRN-5155207
30 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5155207 The complaint Mr G complains about esure Insurance Limited (esure) declining a claim under his motor insurance policy for damage to his motorhome in bad weather. References to esure include their agents who administer the policy and assess claims. What happened The followi... (5 pages)View decision -
Decision Reference DRN-5232361
30 Dec 2024 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5232361 The complaint Ms B complains that Sainsbury’s Bank Plc didn’t do enough to help her when she told it about a dispute she had with a merchant over goods paid for using her Sainsbury’s credit card. What happened On 20 February 2023 Ms B’s credit card was used to make payment f... (7 pages)View decision -
Decision Reference DRN-5174632
30 Dec 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5174632 The complaint Mr T complains about marks added to his credit file by Capital One (Europe) plc (CapOne). What happened Mr T has a credit card from CapOne. In 2023, he had a limit of £200. The minimum monthly payments were around £7.70. Mr T had a number of illnesses and was t... (4 pages)View decision -
Decision Reference DRN-5231926
30 Dec 2024 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5231926 The complaint Mr B has complained about a transfer from his Zurich Assurance Ltd (Zurich) personal pension to a small, self-administered scheme (“SSAS”) in 2014. Mr B’s SSAS was subsequently used to invest in Dolphin Capital and an overseas property development – I shall ref... (19 pages)View decision -
Decision Reference DRN-5111900
30 Dec 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5111900 The complaint Ms S is unhappy with AXA PPP Healthcare Limited’s decision to increase her insurance premium and to reduce her no claims discount. What happened Ms S had private medical insurance cover with AXA. She was referred to a specialist for suspected problems with her ... (2 pages)View decision -
Decision Reference DRN-5200582
30 Dec 2024 BUPA Insurance Limited UpheldInsuranceDRN-5200582 The complaint Mr N has complained that BUPA Insurance Limited (‘BUPA’) declined a claim and he is unhappy with the advice and guidance he received. What happened Mr N has a private medical insurance policy, underwritten by BUPA which covered him and his daughter. Mr N’s daug... (2 pages)View decision -
Decision Reference DRN-5167295
30 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5167295 The complaint Mr D complains Barclays Bank UK PLC (Barclays) caused unnecessary delays before it released an online payment he had requested. What happened Mr D says in July 2024 he made a payment using his online banking app for the purchase of a motor vehicle. Mr D says de... (2 pages)View decision -
Decision Reference DRN-5120314
30 Dec 2024 Creation Financial Services Limited UpheldConsumer CreditDRN-5120314 The complaint Mr B complains that Creation Financial Services Limited trading as Creation (Creation) defaulted his account. What happened In July 2022, Mr B started a Buy Now Pay Later credit agreement at a retailer. The limit was £1,000 and was interest free on the first pu... (4 pages)View decision
