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 122580 results
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Decision Reference DRN-3722615
27 Sep 2022 Covea Insurance plc UpheldInsuranceDRN-3722615 The complaint Mr V complains about Covea Insurance plc’s (“Covea”) decision to decline cover for his pet insurance claim. What happened Mr V says his dog injured his hip, so they attended a veterinary practice in September 2021 and they recommended x-rays. They also suggested x... (4 pages)View decision -
Decision Reference DRN-3723260
27 Sep 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3723260 The complaint Mrs and Mr O complain because Great Lakes Insurance SE hasn’t refunded the premiums they paid for an annual-multi trip travel insurance policy. What happened Mrs and Mr O purchased an annual-multi trip travel insurance policy, provided by Great Lakes. The policy ... (4 pages)View decision -
Decision Reference DRN-3702903
27 Sep 2022 Aviva Insurance Limited UpheldInsuranceDRN-3702903 The complaint Mr G is unhappy with the settlement Aviva Insurance Limited (Aviva) offered for his claim under his buildings insurance following an escape of water. What happened Mr G suffered an escape of water which meant he couldn’t use his bathroom. He moved in with a friend... (8 pages)View decision -
Decision Reference DRN-3699799
27 Sep 2022 Haven Insurance Company Limited UpheldInsuranceDRN-3699799 The complaint Mr S complains Haven Insurance Company Limited unfairly avoided his commercial vehicle insurance policy for fraud. What happened Haven contacted Mr S as a third party had said one of the cars covered by Mr S’s trade policy had been involved in an accident with ano... (3 pages)View decision -
Decision Reference DRN-3723099
27 Sep 2022 Covea Insurance plc UpheldInsuranceDRN-3723099 The complaint Mr L is unhappy about the way Covea Insurance plc handled his enquiry under his residential landlord insurance policy. Covea has agreed to deal with the complaint. But Mr L actually raised the issues with his insurance brokers “B” who he bought the policy from. Mr... (3 pages)View decision -
Decision Reference DRN-3415669
27 Sep 2022 Arrow Global Limited UpheldBanking and PaymentsDRN-3415669 The complaint Mr S complains that Arrow Global Limited (Arrow) unfairly recorded a default on his credit file. What happened Mr S had a debt management plan (DMP) with a business that for the purposes of this decision I’ll call S. One of the accounts included in the DMP was a d... (4 pages)View decision -
Decision Reference DRN-3259433
27 Sep 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3259433 The complaint Mrs T complains that ReAssure Limited has failed to send her an annual statement for her pension. What happened Mrs T has a pension policy with ReAssure (policy number **07P). ReAssure produce annual statements each year. It told Mrs T it usually issues these sta... (3 pages)View decision -
Decision Reference DRN-3709398
27 Sep 2022 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-3709398 The complaint Mr B complains that Shop Direct Finance Company Limited trading as very (“very”) unfairly ask him to repay lending for goods he says were returned. What happened Mr B used his account with very to purchase a cooker on 6 July 2020. It was delivered to Mr B on 14 J... (3 pages)View decision -
Decision Reference DRN-3704621
27 Sep 2022 Lloyds Bank PLC UpheldConsumer CreditDRN-3704621 The complaint Mr R complains through his representative (a relative) that Lloyds Bank PLC lent him monies on two loans he was unable to afford to repay. What happened Lloyds provided Mr R with the following loans: Date Amount Period of loan Monthly instalment* Loan 1 20/7/18 £5... (4 pages)View decision -
Decision Reference DRN-3477272
27 Sep 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3477272 The complaint Mr W complains Tesco Personal Finance PLC trading as Tesco Bank unfairly recorded adverse information on his credit file. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I will focus on the re... (2 pages)View decision
