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-5018045
5 Dec 2024 BUPA Insurance Limited Not upheldInsuranceDRN-5018045 The complaint Mr J is unhappy that BUPA Insurance Limited declined a claim for five physiotherapy sessions made on a group medical insurance policy he has the benefit of (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t r... (2 pages)View decision -
Decision Reference DRN-4678784
5 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4678784 The complaint Mr W complains that Starling Bank Limited (‘Starling’) won’t reimburse him in full after he fell victim to a scam. What happened What Mr W says Mr W says he was buying an item online from a known retailer and input some information in a box that appeared. He s... (5 pages)View decision -
Decision Reference DRN-5192407
5 Dec 2024 Ald Automotive Limited UpheldConsumer CreditDRN-5192407 The complaint Ms M complains Ald Automotive Limited trading as Ford Lease (Ald) supplied her with a vehicle (a campervan) that she believes wasn’t of satisfactory quality. What happened The background details of this complaint are well known to both ... (5 pages)View decision -
Decision Reference DRN-5192148
5 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5192148 The complaint Ms B complains that Nationwide Building Society hasn’t refunded a payment she made using her credit card. What happened In May 2021, Ms B paid a £500 deposit to a company to carry out some work at her property. The total cost of the work was £18,000. She paid a... (3 pages)View decision -
Decision Reference DRN-5128197
5 Dec 2024 Global Property Ventures Limited Not upheldInsuranceDRN-5128197 The complaint Miss B is unhappy with the assistance provided by Global Property Ventures Limited (GPV) when she claimed under a rent deposit guarantee policy. What happened Miss B is a landlord. Her tenants took out a rent deposition guarantee policy through GPV which is ins... (3 pages)View decision -
Decision Reference DRN-5178300
5 Dec 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5178300 The complaint Mr I is unhappy that AXA PPP Healthcare Limited declined a claim made under a group private health insurance policy (‘the policy’). What happened AXA declined to cover three medical procedures to treat varicose veins on both legs. It concluded that the consult... (5 pages)View decision -
Decision Reference DRN-5184076
5 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5184076 The complaint Mr and Mrs N have complained that the offer made to them by their motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral), for the market value of their cars after they were stolen was too low. They say this also impacted their no claims discount (NCD) ... (7 pages)View decision -
Decision Reference DRN-5087980
5 Dec 2024 The Prudential Assurance Company Limited UpheldInsuranceDRN-5087980 The complaint Mr and Mrs M are unhappy that The Prudential Assurance Company Limited declined a claim made on their serious illness policy. What happened Mr and Mrs M have a policy which offers cover in the event that a policyholder suffers from a serious illness. Mr M claim... (3 pages)View decision -
Decision Reference DRN-5094589
5 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5094589 The complaint Miss R complains about National Westminster Bank Plc (NatWest) in their failure to help her open a savings account. Miss R says this caused lost interest, and inconvenience. Miss R is represented by a third party who I will refer to as X. What happened At the e... (3 pages)View decision -
Decision Reference DRN-5188250
5 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5188250 The complaint Mr M complained about the way Nationwide Building Society dealt with a claim for a refund for the deposit he paid for a package holiday. What happened Mr M booked a holiday in February 2023 over the telephone through a travel agent I’ll call “T”. The total cost... (3 pages)View decision
