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-5296267
26 Feb 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5296267 The complaint Mrs M is unhappy that AXA PPP Healthcare Limited (AXA) has declined to fully cover payments for treatment as the out-patient limit was exceeded. What happened Mrs M has a private medical insurance policy through her employer which started on 6 June 2023. AXA is... (3 pages)View decision -
Decision Reference DRN-5312768
26 Feb 2025 Tesco Personal Finance Limited Not upheldInsuranceDRN-5312768 The complaint Mrs P and Mr P say that Tesco Personal Finance Limited didn’t issue Mrs P’s motor insurance policy documents, leading to Mr P not being insured when he had an accident. What happened Mrs P bought a policy on 28 January 2023 (policy one) with Mr P as a named dr... (3 pages)View decision -
Decision Reference DRN-5247925
26 Feb 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5247925 The complaint Mr F complains that The Royal Bank of Scotland Plc (RBS) did not provide the requested statement of account to prove the correct balance on his outstanding debt. What happened Mr F says he had an outstanding RBS debt that was passed to a debt collection agency... (2 pages)View decision -
Decision Reference DRN-5224032
26 Feb 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5224032 The complaint Mrs H has complained that AXA PPP Healthcare Limited (‘AXA’) unfairly declined her claim. What happened Mrs H had private medical insurance cover, underwritten by AXA. She made a claim for a consultation with a specialist but AXA declined the claim as it said t... (2 pages)View decision -
Decision Reference DRN-4580501
26 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4580501 Complaint Mr H is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background In early 2022, Mr H met a woman online, whom I will refer to as Ms M, through a widely used dating website. After initial exchanges on the site, they... (3 pages)View decision -
Decision Reference DRN-5003623
26 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5003623 The complaint Miss C complains that Revolut Ltd didn’t do enough to protect her when she made payments toward a scam, and that it hasn’t refunded her since she discovered that scam. What happened The background to this complaint is well-known to all parties and so I’ll only ... (10 pages)View decision -
Decision Reference DRN-5321961
26 Feb 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5321961 The complaint Mr M and Mrs M have complained that Tesco Underwriting Limited (Tesco) unfairly declined part of a claim under their home insurance policy. What happened Mr M and Mrs M found damage to their home following a storm. They contacted Tesco to make a claim and expl... (4 pages)View decision -
Decision Reference DRN-5318300
26 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5318300 The complaint Mrs D complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs D applied for a credit card with Vanquis in January 2017. In her application, Mrs D said she was r... (3 pages)View decision -
Decision Reference DRN-4924450
26 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4924450 The complaint Mr S has complained, with the help of a professional representative, about a transfer of his personal pension held with The Prudential Assurance Company Limited (‘Prudential’) to a small self- administered scheme (SSAS) in March 2016. Mr S’ SSAS was subsequentl... (10 pages)View decision -
Decision Reference DRN-5286235
26 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5286235 The complaint Miss A complains about Liverpool Victoria Insurance Company Limited’s cancellation of her car insurance policy. What happened Miss A had a car insurance policy with LV from August 2023. In March and April 2024, LV informed her of missed monthly payments on the ... (4 pages)View decision
