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 367928 results
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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 -
Decision Reference DRN-5093805
30 Dec 2024 Vitality Life Limited Not upheldInsuranceDRN-5093805 The complaint The estate of Mr G has complained that Vitality Life Limited (‘Vitality’) unfairly declined a claim and said Mr G had made a misrepresentation. What happened The late Mr G had a life insurance policy, underwritten by Vitality which he bought in 2009. A claim wa... (2 pages)View decision -
Decision Reference DRN-5159705
30 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5159705 The complaint Mrs R is unhappy that Aviva Life & Pensions UK Limited stopped paying a proportionate monthly benefit following a successful claim made on a group income protection insurance policy. What happened Mrs R has the benefit of a group income protection insuranc... (4 pages)View decision -
Decision Reference DRN-5140418
30 Dec 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-5140418 The complaint X has complained about the service provided by Legal and General Assurance Society Limited (‘L&G’) since July 2023. What happened X had a decreasing term assurance with critical illness cover policy, underwritten by L&G. X made a claim which was reviewe... (2 pages)View decision -
Decision Reference DRN-5232321
30 Dec 2024 Vitality Life Limited UpheldInsuranceDRN-5232321 The complaint Mrs M is unhappy with the way in which Vitality Life Limited handled a claim made on a life insurance policy she jointly held with her husband, Mr M, after he sadly died. That includes only paying a proportion of the life benefit, delays and customer service is... (4 pages)View decision
