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 1466 results
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Decision Reference DRN-5560136
4 Sep 2025 AXA Health Limited Not upheldInsuranceDRN-5560136 The complaint Mrs M complains that AXA Health Limited has unfairly refused a claim she made under her private medical insurance policy. What happened Mrs M has held her AXA private medical insurance policy since 1979. Her policy includes an NHS six-week option. This meant th... (4 pages)View decision -
Decision Reference DRN-5040856
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5040856 The complaint Ms J complains about the way Bank of Scotland trading as Halifax dealt with a claim she sought to bring against it under section 75 of the Consumer Credit Act 1974 (“section 75”) What happened In May 2022 Ms J purchased a king size bed from an online retailer (... (3 pages)View decision -
Decision Reference DRN6673359
11 Mar 2019 Casheuronet UK LLC UpheldBanking and creditMr M has complained about short-term loans granted to him by CashEuroNet UK LLC trading as Quick Quid (“Quick Quid” or “the lender”).backgroundI set out the circumstances leading to this complaint and my initial conclusions in a provisional decision to both parties ... (8 pages)View decision -
Decision Reference DRN-4734720
11 Apr 2024 Secure Trust Bank Plc UpheldConsumer CreditDRN-4734720 The complaint Mr U has complained about the quality of a car he acquired under a hire purchase agreement with Secure Trust Bank PLC trading as V12 Vehicle Finance (“V12”). What happened To summarise, Mr U acquired a used car and warranty under a hire purchase agreement with V12... (5 pages)View decision -
Decision Reference DRN2876160
5 Feb 2018 RCI Financial Services Limited UpheldBanking and creditMrs K complains about a new car she acquired through a hire purchase agreement with RCI Financial Services Limited (RCI). She’s had problems with the car and says these weren’t satisfactorily resolved.backgroundMrs K took delivery of the new car in June 2015. She s... (5 pages)View decision -
Decision Reference DRN8870111
27 Aug 2020 Union Reiseversicherung AG UpheldInsurance (excluding PPI)Mrs F is unhappy with Union Reiseversicherung AG’s (URV) decision not to pay her medical claim in full after being taken ill on holiday. Any reference to URV includes its agents.Mrs F is represented by her daughter.background Mrs F went on holiday with her daughter in 2018. Unfortunately, ... (5 pages)View decision -
Decision Reference DRN-5584065
2 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5584065 The complaint Mr and Mrs W are unhappy with the way Lloyds Bank General Insurance Limited dealt with a claim on their buildings insurance policy following a storm. Mr and Mrs W have been represented by a relative. I’ll refer to any comments made by the relative as though th... (10 pages)View decision -
Decision Reference DRN-1930359
1 Jul 2020 Bastion Insurance Company Limited UpheldInsuranceDRN-1930359 The complaintMr G is unhappy that Bastion Insurance Company Limited (Bastion) turned down his claim under his Home Emergency Policy. What happenedMr G’s wife contacted Bastion to make a claim on the home emergency policy because the key got stuck in the front door of a rental ... (5 pages)View decision -
Decision Reference DRN7048829
23 Jul 2013 Inter Partner Assistance SA Not upheldInsurance (excluding PPI)Mr B complains about Inter Partner Assistance SA’s delay in providing information about a home emergency insurance claim to his home insurers, as a result of which he says damage was caused to his property. Mr B also complains about the distress and inconvenience he suffered as a result... (5 pages)View decision -
Decision Reference DRN3060006
5 Nov 2019 The Co-operative Bank Plc Not upheldBanking and creditMr W has complained about the way in which The Co-operative Bank Plc (‘Co-op”) has dealt with him after he experienced financial difficulties. In particular, Mr W is unhappy about Co-op’s decision to call in his secured business borrowing. He wants Co-op to pay compensation of just over £2... (6 pages)View decision