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 366874 results
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Decision Reference DRN-4975832
16 Dec 2024 Vitality Health Limited Not upheldInsuranceDRN-4975832 The complaint Mr A has complained that Vitality Health Limited declined a claim made under his private medical insurance cover. What happened Mr A’s cover commenced in August 2023 on moratorium underwriting terms. On 18 September 2023 he had a consultation with a Vitality GP... (2 pages)View decision -
Decision Reference DRN-4991194
16 Dec 2024 Topaz Finance Limited UpheldMortgagesDRN-4991194 The complaint Mr and Mrs E have complained about two buy to let (“BTL”) mortgages they held with Topaz Finance Limited trading as Hyalite Mortgages. What happened Mr and Mrs E applied for these two mortgages through two separate mortgage brokers. The mortgages were taken out... (6 pages)View decision -
Decision Reference DRN-5213993
16 Dec 2024 Barclays Bank UK PLC UpheldConsumer CreditDRN-5213993 The complaint Mr B complains Barclays Bank UK PLC trading as Barclaycard failed to complete his Data Subject Access Request (DSAR) promptly or correctly. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied th... (5 pages)View decision -
Decision Reference DRN-4992595
16 Dec 2024 Experian Limited Not upheldConsumer CreditDRN-4992595 The complaint Mr S says Experian Limited retained his bank details after he’d withdrawn his consent for them to do so. What happened In February 2024 Mr S signed up for Experian Boost. In doing so he provided his consent for Experian to retain and use his bank details, in o... (2 pages)View decision -
Decision Reference DRN-5213945
16 Dec 2024 Metropolitan Police Friendly Society Limited UpheldBanking and PaymentsDRN-5213945 The complaint This complaint is about a series of savings plans held by the late Mr P with Metropolitan Police Friendly Society Limited, trading as Metfriendly, and referred to hereafter as MPFS. The essence of the complaint is that when his widow Mrs P sought to claim the ... (4 pages)View decision -
Decision Reference DRN-5128193
16 Dec 2024 Vitality Health Limited Not upheldInsuranceDRN-5128193 The complaint Mr A is unhappy with Vitality Health Limited’s decision not to pay his claim in full. What happened Mr A had private medical insurance with Vitality. He began suffering with hip and leg pain and so, called Vitality to make a claim. Mr A said he visited a consul... (2 pages)View decision -
Decision Reference DRN-5213859
16 Dec 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5213859 The complaint Mr and Mrs C complain about Aviva Life & Pensions UK Limited’s handling of a withdrawal request on their whole of life policy. What happened At the start of June 2023, Mr and Mrs C contacted Aviva to ask about taking a withdrawal of £10,000, and also maint... (3 pages)View decision -
Decision Reference DRN-5150189
16 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5150189 The complaint Mr C complains Monzo Bank Limited (Monzo) closed his bank account without reasonable notice nor any reason. What happened Mr C says without prior warning he was notified by Monzo it was closing his bank account with immediate effect. Mr C says he has been a cus... (2 pages)View decision -
Decision Reference DRN-5213951
16 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5213951 The complaint Mr T has complained that Moneybarn No. 1 Limited acted irresponsibly when it provided him with a finance agreement in March 2022. Background Mr T approved for a finance agreement with Moneybarn in March 2022. The agreement was for £15,000 over 60 months and Mr ... (3 pages)View decision -
Decision Reference DRN-5213958
16 Dec 2024 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-5213958 The complaint Ms P complains Bank of Ireland (UK) Plc (BOI) haven’t been able to provide clear calculations relating to an interest rebate when asking for a settlement figure for her personal loan. What happened I issued a provisional decision setting out what’d happened, a... (4 pages)View decision
