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 119923 results
-
Decision Reference DRN-4433209
2 Nov 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4433209 The complaint Mr C complains about Admiral Insurance (Gibraltar) Limited’s handling of his buildings insurance claim. All references to Admiral also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (2 pages)View decision -
Decision Reference DRN-4288319
2 Nov 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4288319 The complaint Mrs W is unhappy that HSBC UK Bank Plc has refused to refund all the money she lost after falling victim to a romance scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in su... (4 pages)View decision -
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
