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 360264 results
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Decision Reference DRN-4538423
29 Feb 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4538423 The complaint Mr H has complained about Accredited Insurance (Europe) Ltd. He isn’t happy about the way it dealt with a claim under his motor insurance policy. What happened Mr H made a claim under his motor insurance policy after he was involved in an accident which he didn’t ... (3 pages)View decision -
Decision Reference DRN-4634792
29 Feb 2024 Close Brothers Limited UpheldConsumer CreditDRN-4634792 The complaint Mr B complains that a car acquired with finance from Close Brothers Limited (“CB”) wasn’t of satisfactory quality. What happened In April 2023 Mr B was supplied with a car and entered into a conditional sale agreement with CB. At the point of supply the car was ar... (3 pages)View decision -
Decision Reference DRN-4623059
29 Feb 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4623059 The complaint Mr M is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance was of an unsatisfactory quality. Mr M has been represented during the claim and complaint process by Miss C. For ease of referenc... (4 pages)View decision -
Decision Reference DRN-4533870
29 Feb 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4533870 The complaint Mrs S complains that National Westminster Bank Plc (NatWest) didn’t provide her with information in advance about the time constraints she had to secure a new fixed rate deal for the remaining term of her mortgage. What happened Mrs S took out a mortgage with NatW... (3 pages)View decision -
Decision Reference DRN-4624954
29 Feb 2024 AXA Insurance Designated Activity Company UpheldInsuranceDRN-4624954 The complaint Ms K complains that AXA Insurance Designated Activity Company (“AXA”) mishandled a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a car. In February 2023, Ms K had the car insured on a policy with AXA. Unfor... (2 pages)View decision -
Decision Reference DRN-4158555
29 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4158555 The complaint Mr H has complained about esure Insurance Limited. He isn’t happy about the way it dealt with a claim under his home insurance policy. For ease of reading any reference to esure includes other individuals and organisations acting on its behalf. What happened Mr H ... (3 pages)View decision -
Decision Reference DRN-4603588
29 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4603588 The complaint Mr K is unhappy as he believes that Santander UK Plc haven’t applied the correct amount of interest to his account balance. What happened Mr K keeps a running balance of his Santander bank account transactions and noticed that there was a discrepancy with what he ... (2 pages)View decision -
Decision Reference DRN-4598683
29 Feb 2024 Experian Limited Not upheldConsumer CreditDRN-4598683 The complaint Mr G complains that Experian Limited shared private information about an account with a utilities supplier with a third party. What happened Last year, Mr G switched bank accounts to a new business (C). During the account switching process, C’s agent explained the... (3 pages)View decision -
Decision Reference DRN-4650124
29 Feb 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4650124 The complaint Mr and Mrs H complain that Vacation Finance Limited (“VFL”) didn’t provide a fair and reasonable response to their claim under sections 75 and 140A of the Consumer Credit Act 1974 (“the CCA”) in relation to a timeshare product financed by a loan they provided. Wha... (8 pages)View decision -
Decision Reference DRN-4584582
29 Feb 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4584582 The complaint Ms C complains about the price that Aviva Insurance Limited has charged to cover her and her daughter, Miss H, under a personal private medical insurance policy. What happened Ms C has held a personal private medical insurance policy for several years, which also ... (4 pages)View decision
