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 120614 results
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Decision Reference DRN-3716659
23 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3716659 The complaint Mrs M complains that Aviva Insurance Limited handled her motor insurance claim unfairly. What happened Mrs M had a motor insurance policy with Aviva. She said her car was hit by a stray golf ball while she was driving close to a golf club. There was damage to her ... (2 pages)View decision -
Decision Reference DRN-3711230
23 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3711230 The complaint Ms B, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. What happened Ms B was advanced 6 home collected loans between November 2017 and January 2021. I’ve included som... (6 pages)View decision -
Decision Reference DRN-3714041
23 Sep 2022 BUPA Insurance Limited UpheldInsuranceDRN-3714041 The complaint Mr L complains that BUPA Insurance Limited mis-sold him a ‘Worldwide Health Options’ private medical insurance policy. What happened In 2014, BUPA sold Mr L a ‘Worldwide Health Options’ policy which included ‘Worldwide Medical Insurance’ (‘WMI’), ‘Worldwide Medica... (4 pages)View decision -
Decision Reference DRN-3713804
23 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3713804 The complaint Ms R complains NewDay Ltd (NewDay) increased the credit limit on her credit card account, despite having made them aware of her personal circumstances. What happened Ms R says she held two credit card accounts with NewDay. Ms R says she was struggling financially ... (4 pages)View decision -
Decision Reference DRN-3713987
23 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3713987 The complaint Ms B complains because Aviva Insurance Limited has refused to pay a claim under her private medical insurance policy. What happened Ms B holds a private medical insurance policy, provided by Aviva. The policy was underwritten on a ‘continued medical exclusions’ ba... (3 pages)View decision -
Decision Reference DRN-3451883
23 Sep 2022 Funding Circle Ltd UpheldBanking and PaymentsDRN-3451883 The complaint A company, which I’ll refer to as “G”, complains that Funding Circle unfairly rejected its request for a loan under the Coronavirus Business Interruption Loan Scheme. Mr W is G’s director and brings the complaint on the company’s behalf. What happened G approached... (3 pages)View decision -
Decision Reference DRN-3710794
23 Sep 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3710794 The complaint Mr B complains that TSB Bank plc didn’t do enough to help him get a refund for flights he paid for but did not utilise due to the Covid-19 pandemic. What happened In February 2020 Mr B bought return a flight for him and another person from a travel agent I shall c... (3 pages)View decision -
Decision Reference DRN-3707400
23 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3707400 The complaint Mrs L, through a representative complains that Morses Club PLC (Morses) didn’t carry out proportionate affordability checks before it granted her loans. What happened Mrs L was advanced five home collected loans between September 2015 and March 2018. I’ve included... (4 pages)View decision -
Decision Reference DRN-3703029
23 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3703029 The complaint Ms T, through her representative, complains that Morses Club PLC lent to her when she could not afford it. What happened Using information we have from Morses, here is a brief loan table. Reference Date Taken Date Repaid Instalments Amount Repayment 1 03/03/2017 ... (5 pages)View decision -
Decision Reference DRN-3686796
23 Sep 2022 Morses Club PLC UpheldConsumer CreditDRN-3686796 The complaint Mr U, through a representative complains that Morses Club PLC (Morses) didn’t carry out appropriate affordability checks before it provided him with loans that he couldn’t afford to repay. What happened Mr U was advanced six home collected loans between March 2017... (4 pages)View decision
