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-4660949
2 Aug 2024 esure Insurance Limited UpheldInsuranceDRN-4660949 The complaint Mr M complains esure Insurance Limited (esure) unfairly settled his claim after his car was classed as a total loss. What happened Mr M made a claim on his motor insurance policy after his car was damaged in an incident. The car had extensive damage and was d... (2 pages)View decision -
Decision Reference DRN-4837852
2 Aug 2024 Pre-School Learning Alliance Trading Limited UpheldInsuranceDRN-4837852 The complaint Two limited companies, that I will refer to together as C, complain about the information and service they were provided by Pre-School Learning Alliance Trading Limited trading as Early Years Alliance, in connection with the COVID-19 pandemic. What happened The... (10 pages)View decision -
Decision Reference DRN-4917981
2 Aug 2024 Nationwide Building Society UpheldConsumer CreditDRN-4917981 The complaint Mrs J complains that Nationwide Building Society (“Nationwide”) failed to treat her fairly when she applied for a loan in December 2023. What happened I issued a provisional decision on this complaint in June 2024. In that decision I explained why I thought the... (5 pages)View decision -
Decision Reference DRN-4942270
2 Aug 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4942270 The complaint Mrs B complains about the service she received from The Royal Bank of Scotland Plc (‘RBS’) after she told the bank she’d lost her debit card. Mrs B has brought her complaint to us with the support of a representative. What happened In November 2023 Mrs B called... (3 pages)View decision -
Decision Reference DRN-4734288
2 Aug 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4734288 The complaint Ms M has complained about Advantage Insurance Company Limited. She isn’t happy about the cancellation of her motor insurance policy. What happened Ms M took out a telematics motor insurance policy through Advantage. It was a requirement of the policy for Ms M’s... (3 pages)View decision -
Decision Reference DRN-4620691
2 Aug 2024 Aviva Insurance Limited UpheldInsuranceDRN-4620691 The complaint Mr and Mrs T complain that Aviva Insurance Limited hasn’t settled a claim Mr T made on a personal private medical insurance policy. As Mr T brought the complaint to us, I’ve referred mainly to him. What happened The background to this complaint is well-known to... (4 pages)View decision -
Decision Reference DRN-4909847
2 Aug 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4909847 The complaint Mrs H complains that Vanquis Bank Limited irresponsibly lent to her. Mrs H is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs H herself. What hap... (3 pages)View decision -
Decision Reference DRN-4936742
2 Aug 2024 Everyday Lending Limited UpheldConsumer CreditDRN-4936742 The complaint Miss T has complained that Everyday Lending Limited trading as Everyday Loans (“Everyday Loans”) didn’t carry out sufficient affordability checks before it lent to her. Had it done so it would’ve discovered Miss T had a recently opened a car loan and had a numb... (6 pages)View decision -
Decision Reference DRN-4944477
2 Aug 2024 Highway Insurance Company Limited UpheldInsuranceDRN-4944477 The complaint Mr and Mrs M complain about the service they’ve received from Highway Insurance Company Limited (Highway) and that a claim they made has been declined. What happened Mr and Mrs M were having works carried out to their bathroom and their contractor discovered e... (4 pages)View decision -
Decision Reference DRN-4601209
2 Aug 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4601209 The complaint Mr O is unhappy about the claim decision and settlement he received from Accredited Insurance (Europe) Ltd following a claim he made under his home insurance policy. What happened Mr O held a home insurance policy which was underwritten by Accredited. Any refe... (6 pages)View decision