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-5304769
12 Feb 2025 AXA Global Healthcare (UK) Limited Not upheldInsuranceDRN-5304769 The complaint Ms T is unhappy with the way in which her global healthcare plan (‘the policy’) was sold to her by AXA Global Healthcare (UK) Limited. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on g... (3 pages)View decision -
Decision Reference DRN-5287159
12 Feb 2025 Experian Limited Not upheldConsumer CreditDRN-5287159 The complaint Mr B complains that Experian Limited are reporting incorrect information on his credit file. What happened Mr B is unhappy that Experian are reporting an incorrect address on his credit file. He says that Experian are reporting a linked address where he has nev... (3 pages)View decision -
Decision Reference DRN-5141268
12 Feb 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5141268 The complaint Mr H is unhappy that AXA PPP Healthcare Limited (AXA) has applied an exclusion to his private medical insurance policy. He also complains that AXA increased the premium in January 2024 on his policy and is unhappy about the service AXA has provided. What happen... (4 pages)View decision -
Decision Reference DRN-5283205
12 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5283205 The complaint Mrs M has complained that Admiral Insurance (Gibraltar) Limited rejected a claim she made under a home and buildings insurance policy she shares jointly with Mr M. What happened In March 2021 Mr and Mrs M’s neighbour had works done to their adjoining roof. Mrs ... (3 pages)View decision -
Decision Reference DRN-4972058
12 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4972058 The complaint Mr F is unhappy with Healthcare Finance Limited’s response to a breach of contract claim he raised with it in relation to orthodontic treatment from a third party “S”. Healthcare Finance provided funding for the treatment and Mr F made a claim under the connect... (4 pages)View decision -
Decision Reference DRN-5289278
12 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5289278 The complaint Mr M has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it dealt with a claim under his motor insurance policy. What happened Mr M was involved in an incident and made a claim under his motor insurance policy. But when Admi... (2 pages)View decision -
Decision Reference DRN-5275992
12 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5275992 The complaint Mr B complains U K Insurance Limited trading as Direct Line (UKI) unfairly declined to settle his claim on his home insurance policy. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As ... (3 pages)View decision -
Decision Reference DRN-5260352
12 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5260352 The complaint Mr G complains that Oodle Financial Services Limited (Oodle) acted irresponsibly when they agreed to lend to him. As they didn’t sufficiently check whether he could afford the repayments. In bringing his complaint Mr G is represented by a third party. For ease ... (4 pages)View decision -
Decision Reference DRN-4944045
12 Feb 2025 Barclays Bank UK PLC Not upheldInvestmentsDRN-4944045 The complaint Mr L complained about Barclays Bank PLC (Barclays). He said it made errors when he tried to transfer his stocks and shares ISA uninvested cash to a cash ISA. He said Barclays also didn’t respond to his complaint in a timely or helpful manner. He would like Barc... (4 pages)View decision -
Decision Reference DRN-5162657
12 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5162657 The complaint Miss M says Bank of Scotland plc, trading as “Halifax”, refuses to refund her for money she says is missing from her account. She is also unhappy that Halifax closed her account. What happened The facts of this case are well known to both parties, so I won’t re... (2 pages)View decision
