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 122624 results
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Decision Reference DRN-3674085
6 Oct 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3674085 The complaint Mr N has complained that Markerstudy Insurance Company Limited cancelled his motor insurance policy unfairly and added him to an insurance fraud database. This has led to him having to pay more for the policies he’s taken out with other insurers after this. What h... (3 pages)View decision -
Decision Reference DRN-3716486
6 Oct 2022 BUPA Insurance Limited UpheldInsuranceDRN-3716486 The complaint Mr and Mrs I are unhappy with the way BUPA Insurance Limited (‘BUPA’) dealt with a claim. What happened Mr and Mrs I have a private medical insurance policy, underwritten by BUPA. Mrs I needed a procedure which BUPA authorised. Mrs I’s consultant recommended speci... (3 pages)View decision -
Decision Reference DRN-3739684
6 Oct 2022 Aviva Insurance Limited UpheldInsuranceDRN-3739684 The complaint Mr H has complained about his property insurer Aviva Insurance Limited as it declined his claim for a boundary wall which collapsed during a flood. What happened There was a flood in January 2021 – parts of the field adjoining Mr H’s home, as well as the home’s ga... (4 pages)View decision -
Decision Reference DRN-3703944
6 Oct 2022 Barclays Bank UK PLC UpheldMortgagesDRN-3703944 The complaint Mr and Mrs R have complained that Barclays Bank UK Plc declined their request to port (transfer) their mortgage interest rate product onto a new mortgage on a different property. To settle the complaint, they have asked Barclays to compensate them for their losses... (3 pages)View decision -
Decision Reference DRN-3701544
6 Oct 2022 esure Insurance Limited UpheldInsuranceDRN-3701544 The complaint Ms D and Mr L have complained that esure Insurance Limited avoided (treated it as if it never existed) their motor insurance policy and refused to pay their claim following the theft of their car. What happened Ms D took out a motor insurance policy with esure thr... (3 pages)View decision -
Decision Reference DRN-3423391
6 Oct 2022 Creation Financial Services Limited UpheldBanking and PaymentsDRN-3423391 The complaint Miss O complains that Creation Financial Services Limited irresponsibly provided her with a credit card that she couldn’t afford the repayments on. What happened Miss O applied for and received a credit card from Creation in November 2017. There was an initial cre... (3 pages)View decision -
Decision Reference DRN-3696672
6 Oct 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3696672 The complaint Mr W complains about the valuation Markerstudy Insurance Company Limited placed on his motorbike following a claim made on his motor insurance policy. What happened Mr W was involved in an accident and his bike was declared to be a total loss. Markerstudy said it... (2 pages)View decision -
Decision Reference DRN-3738314
6 Oct 2022 Creation Financial Services Limited UpheldConsumer CreditDRN-3738314 The complaint Mrs S is unhappy with the way Creation Financial Services Limited handled her claim under Section 75 of the Consumer Credit Act 1974 in relation to a sofa. What happened In October 2019, Mrs S took out a fixed sum loan agreement to finance a sofa that she acquired... (6 pages)View decision -
Decision Reference DRN-3722570
6 Oct 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3722570 The complaint Miss H has complained about her car insurer Markerstudy Insurance Company Limited because it has refused her claim for her car which was damaged in an accident in 2015. What happened Miss H had an accident and Markerstudy was notified. But Miss H was making a clai... (4 pages)View decision -
Decision Reference DRN-3719106
6 Oct 2022 Esure Services Limited UpheldInsuranceDRN-3719106 The complaint Mr M complains that esure Services Limited (esure) failed to renew his motor insurance policy, which resulted in his car being impounded when a named driver was pulled over by the police. What happened In January 2022 Mr M renewed his insurance policy with esure o... (3 pages)View decision
