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 369227 results
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Decision Reference DRN-5347522
17 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5347522 The complaint Mr W complains that Tesco Personal Finance Limited, trading as Tesco Bank, has suspended his credit card account. What happened Tesco Bank suspended Mr W’s credit card account in July 2024. It said that Mr W had persistent debt but hadn’t set up a payment plan,... (3 pages)View decision -
Decision Reference DRN-5342479
17 Mar 2025 Europ Assistance SA Not upheldInsuranceDRN-5342479 The complaint Mr and Mrs L complain that Europ Assistance SA (“EA”) unfairly rejected their travel insurance claim. For ease of reading I’ll just refer to Mr L throughout this decision. What happened Mr L previously worked for a major airline and had access to standby flight... (3 pages)View decision -
Decision Reference DRN-5367311
17 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5367311 The complaint Mr C complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim under his legal expenses insurance policy. Where I refer to RSA, this includes the actions of its agents and claims handlers for which it takes responsibility. Wh... (3 pages)View decision -
Decision Reference DRN-5385512
17 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5385512 The complaint Mr and Mrs D are unhappy that Inter Partner Assistance SA (IPA) declined a claim made on their annual, multi-trip, ‘standard plus’ travel insurance policy (‘the policy’) after Mrs D required urgent medical treatment on holiday. All reference to IPA includes it... (6 pages)View decision -
Decision Reference DRN-5364048
17 Mar 2025 Exeter Friendly Society Limited Not upheldInsuranceDRN-5364048 The complaint Miss H is unhappy with Exeter Friendly Society Limited’s decision to decline her income protection claim. What happened Miss H contracted COVID-19 in August 2022, however, was left suffering with post COVID syndrome. In October 2023, her symptoms became so seve... (3 pages)View decision -
Decision Reference DRN-5358868
17 Mar 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5358868 The complaint Miss S complains that Vanquis Bank Limited was irresponsible in its lending to her. What happened Miss S was provided with a £3,000 loan by Vanquis Bank in January 2023. The loan term was 36 months and Miss S was required to make monthly repayments of £120.30. ... (2 pages)View decision -
Decision Reference DRN-5319547
17 Mar 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5319547 The complaint Mr and Mrs M are unhappy that Great Lakes Insurance UK Limited declined a claim they made on their annual travel insurance policy. All reference to Great Lakes includes its agents. What happened Mr and Mrs M were abroad with their young family when a conflict... (3 pages)View decision -
Decision Reference DRN-5402917
17 Mar 2025 Pension Insurance Corporation plc Not upheldPensions and AnnuitiesDRN-5402917 The complaint Mr F complains that Pension Insurance Corporation plc (PIC) have incorrectly set up his pension annuity and haven’t paid the benefits he was entitled to. He wants the benefits he expected paid. What happened Mr F joined the Civil Service Pension Scheme (CSPS) ... (3 pages)View decision -
Decision Reference DRN-5206079
17 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5206079 The complaint Mr W complains that Barclays Bank UK PLC unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr W had a savings account with Barclays. Mr W has explained that he acts as a middleman buying and selling airline tickets to ... (4 pages)View decision -
Decision Reference DRN-5329739
17 Mar 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5329739 Complaint Mr F is unhappy with what Oodle Financial Services Limited (trading as “Oodle” Car Finance) has agreed to do to put things right for him after it accepted it entered into a hire- purchase agreement that it ought to have realised was unaffordable for him. Backgroun... (5 pages)View decision
