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 360982 results
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Decision Reference DRN-5233742
30 Dec 2024 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5233742 The complaint Mrs K and Mr S’s complaint is, in essence, that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’... (14 pages)View decision -
Decision Reference DRN-5043022
30 Dec 2024 Healthcare Finance Limited UpheldConsumer CreditDRN-5043022 The complaint Mr P has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment he paid for with credit it provided. What happened In January 2023 Mr P entered into a two-year fixed sum loan agreement with ... (5 pages)View decision -
Decision Reference DRN-5222118
30 Dec 2024 Marshall Motor Group Ltd UpheldInsuranceDRN-5222118 The complaint Mrs G complains that Marshall Motor Group Ltd made an error setting up her policy which impacted her ability to make a claim, and then provided poor service when she was trying to correct it. What happened In 2022 Mrs G bought add on policies when she purchase... (2 pages)View decision -
Decision Reference DRN-5067530
30 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5067530 The complaint Mr C complains that U K Insurance Limited trading as Churchill avoided (treated it like it never existed) a home insurance policy he shared jointly with Mrs C and refused to pay his claim. What happened Mr C took out a home insurance policy online with UKI in J... (4 pages)View decision -
Decision Reference DRN-5178623
30 Dec 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5178623 The complaint Mr E is unhappy with the way Aviva Life & Pensions UK Limited dealt with a claim on his policy. What happened Mr E has a life insurance policy underwritten by Aviva. His policy includes additional fracture cover. Unfortunately, whilst on holiday abroad, M... (3 pages)View decision -
Decision Reference DRN-5120176
30 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5120176 The complaint Ms B has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to a “safe account” scam. What happened Ms B’s complaint arises from a scam she fell victim to in February 2024, whereby she received a phone call from an individual (“t... (5 pages)View decision -
Decision Reference DRN-5039620
30 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5039620 The complaint Mr A complained because Lloyds Bank PLC refused to refund him for payments which he said he didn’t authorise. What happened At 12.24 pm on 6 June 2024, £5,000 was transferred from Mr A’s Lloyds savings account to his current account. One minute later, there wa... (3 pages)View decision -
Decision Reference DRN-5185078
30 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5185078 The complaint Mr W complains that AXA Insurance UK Plc (AXA) settled a claim against his motor insurance from another driver. References to AXA include other organisations and individuals acting on its behalf. What happened Mr W had motor insurance with AXA. Another driver s... (3 pages)View decision -
Decision Reference DRN-5007195
30 Dec 2024 Unum Ltd Not upheldInsuranceDRN-5007195 The complaint Mr B is unhappy that Unum Ltd has stopped his benefit payments under his income protection policy. What happened Mr B has a group income protection policy with his employer. The policy provides a benefit in certain circumstances after a deferred period of 13 we... (4 pages)View decision -
Decision Reference DRN-5195477
30 Dec 2024 BISL Limited Not upheldInsuranceDRN-5195477 The complaint Ms S has complained that the broker BISL trading as Dial Direct failed to automatically renew her car insurance policy with her insurer. She is unhappy that when she contacted BISL when cover lapsed, it didn’t honour the renewal price and offered a higher premi... (3 pages)View decision
