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 121668 results
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Decision Reference DRN-3411454
12 Sep 2022 Experian Limited UpheldConsumer CreditDRN-3411454 The complaint Miss S complains that Experian Limited (Experian) merged a third party’s details with hers adding them on to her credit file. What happened Around May 2021 Miss S was declined an application for credit and was told by the lender to check her credit file. In June 2... (2 pages)View decision -
Decision Reference DRN-3628456
12 Sep 2022 J D Williams & Company Limited UpheldConsumer CreditDRN-3628456 The complaint Mr G complains that J D Williams & Company Limited (“JDW”) charged excessive amount of interest and charges onto his running account credit agreement with them and it didn’t treat his financial difficulties fairly. What happened In September 2013, Mr G took ou... (3 pages)View decision -
Decision Reference DRN-3648600
12 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3648600 The complaint Mr T complains about his home emergency policy with British Gas Insurance Limited (British Gas). The complaint is about the time taken to deal with a leak and additional damage. References to British Gas in this decision include their agents who provide services u... (3 pages)View decision -
Decision Reference DRN-3497503
12 Sep 2022 BUPA Insurance Limited UpheldInsuranceDRN-3497503 The complaint Mr D complains BUPA Insurance Limited unfairly declined his claim for hospital benefit when he underwent cancer treatment via the NHS. What happened Mr D holds a private medical insurance policy underwritten by BUPA. He underwent cancer treatment in an NHS hospita... (3 pages)View decision -
Decision Reference DRN-3538294
12 Sep 2022 Bank of Scotland Plc UpheldMortgagesDRN-3538294 The complaint Mr and Mrs W complain that Bank of Scotland plc, trading as Birmingham Midshires (“Birmingham Midshires”) changed the way interest is applied to their buy-to-let mortgage. What happened Mr and Mrs W were advised in July 2021 that Birmingham Midshires was changing ... (3 pages)View decision -
Decision Reference DRN-3573267
12 Sep 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3573267 The complaint Mr D is unhappy Lloyds Bank PLC updated his credit file with adverse information after it had advised him this would not happen. What happened Mr D asked Lloyds to remove him from a joint account due to a marital dispute. Lloyds said it could not do this whilst th... (2 pages)View decision -
Decision Reference DRN-3502609
12 Sep 2022 Union Reiseversicherung AG UpheldInsuranceDRN-3502609 The complaint Mr and Mrs Y complain that Union Reiseversicherung AG (URV) declined their claim against their travel insurance policy. Reference to URV includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again h... (3 pages)View decision -
Decision Reference DRN-3666296
12 Sep 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3666296 The complaint Mr and Mrs B are unhappy Fairmead Insurance Limited declined a claim they made under their home insurance policy. What happened Mr and Mrs B got in touch with Fairmead after they noticed water entering the bathroom through the flat roof following bad weather. Fa... (2 pages)View decision -
Decision Reference DRN-3618645
12 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3618645 The complaint Miss K, who is represented by a third party, complains that NewDay Ltd (“NewDay”), trading as Aqua, irresponsibly granted her a credit card that she couldn’t afford to repay. What happened Miss K entered into an agreement with NewDay to have access to credit with ... (3 pages)View decision -
Decision Reference DRN-3696890
12 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3696890 The complaint Mr A and Mrs E complain Aviva Insurance Limited hasn’t offered a fair cash in lieu payment. What happened I issued a provisional decision setting out what’d happened, and my thoughts on that. I’ve copied the relevant elements below, and they form part of this fina... (7 pages)View decision
