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 123440 results
-
Decision Reference DRN-3696499
12 Sep 2022 AXA PPP Healthcare Limited UpheldInsuranceDRN-3696499 The complaint Mrs R complains that AXA PPP Healthcare Limited turned down her private medical insurance claim after leading her to believe it would be covered. What happened Mrs R held private medical insurance cover through her employer. Then in 2021, she transferred to an ind... (4 pages)View decision -
Decision Reference DRN-3460415
12 Sep 2022 Bank of Scotland Plc UpheldMortgagesDRN-3460415 The complaint Miss P complains that Bank of Scotland plc, trading as Halifax (“Halifax”) gave her incorrect information that led to a delay in her re-mortgaging her buy-to-let (“BTL”) property. What happened Miss P held a BTL mortgage for £102,000 with another lender. Her fixed... (3 pages)View decision -
Decision Reference DRN-3675265
12 Sep 2022 Ascent Performance Group Limited UpheldConsumer CreditDRN-3675265 The complaint Mr and Mrs D are unhappy with how Ascent Performance Group Limited have handled the management of a debt. What happened The background to this complaint and my provisional findings were set out in my provisional decision to both parties. For ease, this is copied b... (6 pages)View decision -
Decision Reference DRN-3696315
12 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3696315 The complaint Mrs X complains (also on behalf of her late husband Mr H) that AWP P&C SA mishandled a claim on a home emergency insurance policy. Where I refer to AWP, I refer to the above-named company and I include engineers and others insofar as I hold AWP responsible for... (4 pages)View decision -
Decision Reference DRN-3689024
12 Sep 2022 Advantage Insurance Company Limited UpheldInsuranceDRN-3689024 The complaint Mr M has complained about Advantage Insurance Company Limited. He isn’t happy as he feels it unfairly cancelled his motor insurance policy. Mr M has a solicitor supporting him in this complaint. I’ll refer to him as Mr A. Other companies have been involved in this... (5 pages)View decision -
Decision Reference DRN-3672959
12 Sep 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3672959 The complaint Mrs A is complaining about Great Lakes Insurance SE cancelling her pet insurance policy under their abusive behaviour policy. When I refer to Great Lakes I’m also referring to the broker that administers the policy. What happened Mrs A had a lifetime pet insurance... (9 pages)View decision -
Decision Reference DRN-3684082
12 Sep 2022 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-3684082 The complaint Mr L complains that Red Sands Insurance Company (Europe) Limited declined a claim he made on his motor warranty. Reference to Red Sands includes its agents. What happened Mr L’s car suffered a breakdown, so he made a claim on his motor warranty held with Red Sands... (2 pages)View decision -
Decision Reference DRN-3648145
11 Sep 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3648145 The complaint Mrs D complains that Sainsburys Bank Plc rejected her claim under section 75 of the Consumer Credit Act 1975. What happened In August 2020 Mrs D purchased a mattress from a furniture store and paid using her Sainsburys credit card. The mattress was delivered in Oc... (2 pages)View decision -
Decision Reference DRN-3683760
11 Sep 2022 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3683760 The complaint Miss M is unhappy about the way in which Creation Consumer Finance Ltd handled her claim under section 75 of the Consumer Credit Act 1975. What happened In October 2018 Miss M purchased a cooker from a supplier and entered into a finance agreement with Creation. I... (2 pages)View decision -
Decision Reference DRN-3636218
11 Sep 2022 Klarna Bank AB (publ) UpheldConsumer CreditDRN-3636218 The complaint Mr C complains that Klarna Bank AB (publ) recorded a late payment marker on his credit file. He’s also unhappy because he thinks Klarna has calculated his outstanding balance incorrectly. What happened In June 2021 Mr C purchased a bike and entered into a credit a... (3 pages)View decision
