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 119791 results
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Decision Reference DRN-4417664
2 Nov 2023 BUPA Insurance Limited UpheldInsuranceDRN-4417664 The complaint Mrs P is unhappy the how BUPA Insurance Limited (BUPA) has handled her claims under her private medical insurance policy. What happened Mrs P contacted BUPA in May 2023 with a view to booking an appointment for an x-ray. She used BUPA’s online GP service. Instead ... (2 pages)View decision -
Decision Reference DRN-4432759
2 Nov 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4432759 The complaint Miss W complains that Santander UK Plc delayed in getting her funds back after her application to switch the account couldn’t go ahead. What happened On 5 February 2023, Miss W made an online application to switch her Santander account to another bank, F. She open... (2 pages)View decision -
Decision Reference DRN-4435074
2 Nov 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4435074 The complaint Mrs M complains that Barclays Bank UK PLC (Barclays) won’t refund money she lost in an investment scam. What happened What Mrs M says: In February 2023, Mrs M was added to a WhatsApp group out of the blue – it was a trading discussion group, where people were givi... (6 pages)View decision -
Decision Reference DRN-4080593
2 Nov 2023 Startline Motor Finance Limited UpheldConsumer CreditDRN-4080593 The complaint Mr T has complained about the quality of a car he acquired using finance from STARTLINE MOTOR FINANCE LIMITED (‘Startline’) What happened In October 2022, Mr T entered into a finance agreement with Startline, for a used car. It was around six years old, and had ju... (3 pages)View decision -
Decision Reference DRN-4380202
2 Nov 2023 Vitality Health Limited UpheldInsuranceDRN-4380202 The complaint Mr H complains about Vitality Health Limited’s handling of his private medical insurance claim for dental treatment. What happened Mr H holds private medical insurance cover with Vitality through his employer. He broke his tooth after a fall, and his dentist carri... (2 pages)View decision -
Decision Reference DRN-4419204
2 Nov 2023 QIC Europe Ltd UpheldInsuranceDRN-4419204 The complaint Mr A has complained about the way in which QIC Europe Limited (’QIC’) handled a claim under his home insurance policy following a fire at his home. For the avoidance of doubt, the term ‘QIC’ includes its agents, loss adjusters and contractors for the purposes of t... (6 pages)View decision -
Decision Reference DRN-4433077
2 Nov 2023 Domestic & General Insurance Plc UpheldInsuranceDRN-4433077 The complaint Mrs F complains about Domestic & General Insurance Plc (‘D&G’)’s handling of a claim on an insurance policy for a kitchen appliance. Mrs F is represented in her complaint by a third party but, for simplicity, I’ll refer mainly to Mrs F in my decision. What... (5 pages)View decision -
Decision Reference DRN-4370591
2 Nov 2023 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4370591 The complaint Mr H complains that BMW Financial Services(GB) Limited didn’t carry out sufficient affordability checks before lending to him. What happened In November 2019 Mr H acquired a car through a Hire Purchase agreement with BMW. The cash price of the car was £58,193.87, ... (4 pages)View decision -
Decision Reference DRN-3869668
2 Nov 2023 Lowes Financial Management Limited UpheldPensions and AnnuitiesDRN-3869668 The complaint Mr K complains about the advice Lowes Financial Management Limited (‘Lowes’) gave to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this might have cau... (5 pages)View decision -
Decision Reference DRN-4319473
2 Nov 2023 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-4319473 The complaint Mr F complains that Marks & Spencer Financial Services Plc (“M&S”), trading as M&S Bank, irresponsibly granted him a personal loan agreement he couldn’t afford to repay. What happened In February 2020, Mr F took out a personal loan with M&S, to be ... (3 pages)View decision
