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
-
Decision Reference DRN-4879378
2 Jul 2024 BUPA Insurance Limited UpheldInsuranceDRN-4879378 The complaint Mrs and Mr O complain that BUPA Insurance Limited didn’t pay all the treatment costs when it authorised a claim under a medical insurance policy. What happened Mrs and Mr O had private medical insurance with BUPA through a group policy with Mr O’s employer. On 4 F... (5 pages)View decision -
Decision Reference DRN-4873704
2 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4873704 The complaint Mr A complains that U K Insurance Limited trading as Churchill Insurance is responsible for mishandling a claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a sports utility vehicle. It was made by a manufacture... (6 pages)View decision -
Decision Reference DRN-4885413
2 Jul 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4885413 The complaint Miss T complains about the service she received from Nationwide Building Society (“NBS”) when she tried to claim a partial refund of a payment she made on her debit card for a package holiday. What happened I set out the background to Miss T’s complaint, and my pr... (6 pages)View decision -
Decision Reference DRN-4832401
2 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4832401 The complaint Mr and Mrs C complain about the service they received, and delays they experienced, with Aviva Insurance Limited’s (Aviva) handling of a claim for water damage, under their home buildings insurance policy. What happened In 2018 the property adjoining Mr and Mrs C’... (5 pages)View decision -
Decision Reference DRN-4882382
2 Jul 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4882382 The complaint Miss C complains that Clydesdale Bank Plc, trading as Virgin Money, demanded an increase in payments towards her Persistent Debt Repayment Plan unnecessarily. She also complains about the customer service she received. What happened Miss C set up a Persistent Debt... (4 pages)View decision -
Decision Reference DRN-4881032
2 Jul 2024 Cynergy Bank Plc UpheldBanking and PaymentsDRN-4881032 The complaint Mrs K complains about the way Cynergy Bank Limited has administered her savings accounts with it and about the service it provided to her. Mrs K’s husband Mr K has brought the complaint on her behalf. For ease, I’ll refer only to Mrs K unless the facts require oth... (9 pages)View decision -
Decision Reference DRN-4785297
2 Jul 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4785297 The complaint Mr A complains about how Tesco Personal Finance PLC trading as Tesco Bank (‘TB’) handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will simply summarise it here. It reflects my informal remit... (7 pages)View decision -
Decision Reference DRN-4829784
2 Jul 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4829784 The complaint Miss A is unhappy with the service she’s received from Inter Partner Assistance SA (Inter Partner) when she made a claim under her home emergency policy. What happened Miss A made a claim on 6 September 2023 under her home emergency policy following a blocked toil... (2 pages)View decision -
Decision Reference DRN-4865361
2 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4865361 The complaint Miss K complains that Advantage Insurance Company Limited unfairly cancelled her motor insurance policy. Any reference to Advantage also includes the actions of its agents. What happened Miss K held a motor insurance policy which was underwritten by Advantage. Mis... (4 pages)View decision -
Decision Reference DRN-4885204
2 Jul 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4885204 The complaint Mr O complains that American Express Services Europe Limited (AESEL) hasn’t refunded a payment he made using his credit card. What happened In June 2023, Mr O says he was searching online for a one night stay at a hotel near a specific UK airport. He wanted to sta... (4 pages)View decision