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 128312 results
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Decision Reference DRN-5238416
6 Feb 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5238416 The complaint Mr S complains that Tradex Insurance Company PLC mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in late 2015. Mr S acquired the veh... (3 pages)View decision -
Decision Reference DRN-5308900
6 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5308900 The complaint Miss W has complained about the way West Bay Insurance Plc has handled her claim under her caravan insurance policy. Any reference to West Bay includes its agents. What happened One of the front windows of Miss W’s touring caravan was badly damaged in April 202... (3 pages)View decision -
Decision Reference DRN-5193026
6 Feb 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5193026 The complaint Mr and Mrs T are unhappy with the way Great Lakes Insurance UK Limited handled a claim made under their travel insurance policy (‘the policy’). They’re unhappy that they haven’t paid their claim in full. All reference to Great Lakes includes its agents. What ... (3 pages)View decision -
Decision Reference DRN-5312702
6 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5312702 The complaint Mr F and the estate of Mrs F are unhappy with the way U K Insurance Limited (UKI) handled a claim made on Mr and Mrs F’s travel insurance policy. All reference to UKI includes its agents. What happened Mr and Mrs F were on a cruise when Mrs F became unwell. B... (4 pages)View decision -
Decision Reference DRN-5311890
6 Feb 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5311890 The complaint Mr J complains Telefonica UK Limited trading as O2 allowed him to take out a fixed sum loan agreement for a new phone for his now ex-partner, which he says he shouldn’t have been allowed to do. And that O2 allowed his ex-partner to take out a fixed sum loan agr... (7 pages)View decision -
Decision Reference DRN-5302897
6 Feb 2025 NCO Europe Limited UpheldConsumer CreditDRN-5302897 The complaint Mr M complains NCO Europe Limited haven’t treated him fairly regarding his credit card account debt. What happened Mr M had a credit card with a company I’ll refer to as A. After some missed payments, A asked NCO to collect the payments. Mr M says he was never... (3 pages)View decision -
Decision Reference DRN-5301347
6 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5301347 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (‘Halifax) cancelled his direct debit mandate resulting in him missing a credit card payment. He says when Halifax cancelled his direct debit it should also have cancelled his credit card. And because ... (4 pages)View decision -
Decision Reference DRN-5160728
6 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5160728 Complaint Mr K is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2020, Mr K learned about an investment opportunity with a company known as Buy2Let Cars. It was promoting a scheme under which investors provided ... (5 pages)View decision -
Decision Reference DRN-5312542
6 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5312542 The complaint Mr G has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) offered to settle claim under a home insurance policy. Mr G is represented for his claim and complaint but, for ease, I will normally only refer to him. What happened Mr G contacte... (4 pages)View decision -
Decision Reference DRN-5290646
6 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5290646 The complaint Mr and Mrs G are unhappy their claim for storm damage to their roof has been declined by Advantage Insurance Company Limited (“Advantage”) under their home insurance policy. What happened Mr and Mrs G contacted Advantage following a storm to explain the damage ... (3 pages)View decision