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-4172470
9 Jun 2023 Monument Life Insurance Dac UpheldInsuranceDRN-4172470 The complaint Mrs M has complained that Monument Life Insurance Dac discontinued a claim she made on a mortgage payment protection insurance policy for unemployment. What happened The policy has a maximum benefit period of 24 months per claim. Mrs M was made redundant in Decemb... (3 pages)View decision -
Decision Reference DRN-4029478
9 Jun 2023 Stagemount Limited UpheldConsumer CreditDRN-4029478 The complaint Mr S complains that Stagemount Limited trading as Quidmarket (Quidmarket) failed to carry out proportionate checks before it advanced him loans. What happened Mr S took two loans from Quidmarket, I’ve outlined a summary of his borrowing below. loan number loan amo... (5 pages)View decision -
Decision Reference DRN-4087748
9 Jun 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4087748 The complaint Mr H is unhappy Fairmead Insurance Limited declined a claim he made for subsidence damage to a property he owns. What happened There have been several businesses and individuals involved in the complaint – acting as representatives or agents of either Mr H or Fair... (4 pages)View decision -
Decision Reference DRN-4150059
8 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4150059 The complaint Ms B complains that NewDay Ltd lent to her irresponsibly. What happened In January 2018 Ms B applied for a Marbles Credit card. Marbles approved the application and gave Ms B a card with an initial credit limit of £900. The credit limit was increased to £2400 in J... (3 pages)View decision -
Decision Reference DRN-4003723
8 Jun 2023 RAC Insurance Limited UpheldInsuranceDRN-4003723 The complaint Mr C complains about RAC Insurance Limited’s settlement of his claim under his European Breakdown Cover Policy and about its service. What happened Mr C took out a European Breakdown Cover Policy to cover his trip to Europe with his wife. His vehicle broke down th... (4 pages)View decision -
Decision Reference DRN-4179189
8 Jun 2023 Next Retail Limited UpheldConsumer CreditDRN-4179189 The complaint Mrs T complains Next Retail Limited trading as Next Directory didn’t notify her before closing her account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on... (2 pages)View decision -
Decision Reference DRN-4179710
8 Jun 2023 Covea Insurance plc UpheldInsuranceDRN-4179710 The complaint Ms M complains about decline of a claim under her pet insurance policy with Covea Insurance plc (Covea). References to Covea include their agents who administer the policy. Ms M was supported by a representative when making her complaint. References to Ms M includ... (4 pages)View decision -
Decision Reference DRN-4142949
8 Jun 2023 Helvetia Global Solutions Ltd UpheldInsuranceDRN-4142949 The complaint Mr L complains about how Helvetia Schweizerische Versicherungsgesellschaft in Liechtenstein AG (“Helvetia”) has settled his claim about his faulty sofa. Any references to Helvetia include its agents. What happened Mr L bought a new sofa, chair, and ... (2 pages)View decision -
Decision Reference DRN-3933592
8 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3933592 The complaint Ms K complains about Royal & Sun Alliance Insurance Limited (RSA)’s handling of a claim on her home insurance. RSA is the underwriter of this policy (the insurer). Part of this complaint concerns the actions of RSA’s contractor. As RSA has accepted it is accou... (4 pages)View decision -
Decision Reference DRN-4018290
8 Jun 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4018290 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary Mr B received a cal... (3 pages)View decision