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 364422 results
-
Decision Reference DRN-5310112
6 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5310112 The complaint Mr M complains about Healthcare Finance Limited’s (HFL) response to his claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment he bought using a fixed sum loan from it What happened In August 2023 Mr M bought denta... (5 pages)View decision -
Decision Reference DRN-5134431
6 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5134431 The complaint Miss F complains Metro Bank PLC didn’t do enough to help get a refund for two purchases made on her debit card. What happened Miss F made a purchase online in August 2023 paying with her Metro Bank debit card. Miss F says she was incorrectly charged twice and ... (3 pages)View decision -
Decision Reference DRN-5290353
6 Feb 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5290353 The complaint Ms S and Mr W complain ARAG Legal Expenses Insurance Company Limited’s original decision to decline a home emergency claim they made under their landlord insurance policy was unfair. What happened The details of what happened are well known to both parties. So,... (2 pages)View decision -
Decision Reference DRN-5311650
6 Feb 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5311650 The complaint Mrs K is unhappy that a car supplied to her under a hire purchase agreement with Secure Trust Bank Plc trading as V12 Vehicle Finance was of an unsatisfactory quality. Mrs K has been represented during the claim and complaint process by Mr K. For ease of refe... (6 pages)View decision -
Decision Reference DRN-5101604
6 Feb 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5101604 The complaint Mr K complains The Royal Bank of Scotland Plc (“RBS”) didn’t do enough to help get a refund for a purchase made on his debit card. What happened In June 2024, Mr K contacted RBS for help in getting a refund for an insurance policy, on the basis the services ha... (3 pages)View decision -
Decision Reference DRN-4833495
6 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4833495 The complaint Miss G complains Kroo Bank Ltd (“Kroo”) won’t refund payments she made after falling victim to a scam. What happened Miss G was in her initial week with her employer, and she received an email from someone claiming to be her manager. The individual said they ne... (4 pages)View decision -
Decision Reference DRN-5255456
6 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5255456 The complaint Mr A is unhappy with what Aviva Insurance Limited did after he made a claim on his legal expenses insurance policy. Although the policy is in joint names as the claim and complaint have been brought by Mr A I’ll refer to him in this decision. All references to ... (3 pages)View decision -
Decision Reference DRN-5187967
6 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5187967 The complaint Mr C complains about esure Insurance Limited’s handling of his car insurance claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, concentrating on the key issues as I see them. I have re... (4 pages)View decision -
Decision Reference DRN-5284406
6 Feb 2025 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-5284406 The complaint Mr G complains that Aioi Nissay Dowa Insurance UK Limited trading as Tesco Bank Box Insurance (Tesco) have handled two claims that were made against his motor insurance policy unfairly. My references to Tesco include their agents. Mr G has a representative hel... (7 pages)View decision -
Decision Reference DRN-5182169
6 Feb 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5182169 The complaint Mrs R complains about the price charged by BUPA Insurance Limited (“BUPA”) to renew her private medical insurance policy. What happened Mrs R received a quote to renew her policy which she says was significantly higher than what she’d paid the previous year. M... (3 pages)View decision
