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-4918895
5 Dec 2024 Assicurazioni Generali SpA Not upheldInsuranceDRN-4918895 The complaint Mr H is unhappy that Assicurazioni Generali SpA (‘AGS’) declined a claim he made on his employers group income protection policy. What happened Mr H became absent from work in May 2022 due to symptoms linked to a suspected sleep disorder. After the deferred per... (3 pages)View decision -
Decision Reference DRN-5018207
5 Dec 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5018207 The complaint Miss G complains that a car supplied to her under a contract hire agreement with BMW Financial Services Limited GB (BMWFS) is of unsatisfactory quality. What happened In January 2022 Miss G entered into a contract hire agreement with BMWFS to hire a brand- new... (5 pages)View decision -
Decision Reference DRN-5170188
5 Dec 2024 Europ Assistance SA UpheldInsuranceDRN-5170188 The complaint Miss W and Mr W are unhappy that Europ Assistance SA haven’t settled a claim they made on their travel insurance policy and with the service they received. What happened Miss W and Mr W say that whilst abroad they had their rucksack taken, during which Mr W was... (2 pages)View decision -
Decision Reference DRN-4985720
5 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4985720 The complaint T a limited company, complains Santander UK Plc unfairly withheld funds it was entitled to. T is represented in this complaint by Mr B, a director of T. What happened The facts of the complaint are well known to both parties, so I will only provide a summary ... (5 pages)View decision -
Decision Reference DRN-4711744
5 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4711744 The complaint Mr W is unhappy that Clydesdale Bank Plc trading as Virgin Money (Virgin) will not refund the money he paid for a vehicle. He believes he has been scammed. What happened The background to this complaint is well known to both parties, so I won’t repeat it in det... (4 pages)View decision -
Decision Reference DRN-4945745
5 Dec 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4945745 The complaint Mrs C is unhappy with BUPA Insurance Limited has not covered a claim she made on her private medical insurance policy in full. What happened Mrs C claimed on a group private medical insurance policy for treatment. Mrs C had the treatment and was invoiced by th... (2 pages)View decision -
Decision Reference DRN-5149242
5 Dec 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5149242 The complaint Miss A complains that Startline Motor Finance Limited supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In August 2023, Miss A acquired a used car financed by a hire purchase agreement from Startline. The... (3 pages)View decision -
Decision Reference DRN-4985576
5 Dec 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4985576 The complaint Mrs M complains Ageas Insurance Limited has unfairly declined her buildings insurance claim. Mrs M is being represented by Mr S, so I may refer to him below where necessary. All references to Ageas also include its appointed agents. What happened The details of... (2 pages)View decision -
Decision Reference DRN-4445626
5 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4445626 The complaint Mr L complains Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr L has an account with Revolut and an account with another business who I’ll refer to as “N” throughout the rest of this decision... (2 pages)View decision -
Decision Reference DRN-5129448
5 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5129448 The complaint Mr T has complained that Lloyds Bank General Insurance Limited (LBGI) unfairly declined a claim under his home insurance policy for storm damage. What happened On 5 February 2024 Mr T made a claim to LBGI after he noticed damage to his roof following a storm. ... (2 pages)View decision
