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 120936 results
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Decision Reference DRN-3714740
23 Sep 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3714740 The complaint Mr S complains that Halifax Share Dealing Limited trading as IWeb Share Dealing caused him a financial loss due to incorrect information being displayed on their website. What happened One of our Investigators looked into what happened and thought that IWeb should... (3 pages)View decision -
Decision Reference DRN-3716275
23 Sep 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3716275 The complaint Mrs G is unhappy how TSB Bank plc (TSB) handled her request for help to recover money following the changes made to her holiday. What happened Mrs G booked a week’s holiday for her and her husband in February 2020. She used an online agent, who I’ll refer to as O.... (3 pages)View decision -
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
