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 4269 results
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Decision Reference DRN3152929
31 Jan 2018 BUPA Insurance Limited UpheldInsurance (excluding PPI)Ms W complains that BUPA Insurance Limited failed to apply a discount to her private medical insurance policy.backgroundIn 2009, Ms W qualified to be a doctor. She says she told BUPA after she qualified, as she was aware that she’d be entitled to a premium discount ... (2 pages)View decision -
Decision Reference DRN2313733
16 May 2013 Bank of Scotland Plc Not upheldBanking and creditMr R complains that Bank of Scotland paid his interest net of tax when he is not a tax payer and is entitled to receive gross interest.backgroundMr R has historically held 6 month bonds with Bank of Scotland, which he has regularly re- invested, and the interest has been paid gross. ... (1 page)View decision -
Decision Reference DRN-2074514
23 Oct 2020 Covea Insurance plc UpheldInsuranceDRN-2074514 The complaint Mrs H has complained about Covea Insurance Company Limited’s actions in connection with her motor insurance policy. Mrs H's relative, Mr H, has helped Mrs H in dealing with Covea and in bringing this complaint. But for ease of reading I'll refer to his c... (3 pages)View decision -
Decision Reference DRN-1936623
20 Oct 2020 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-1936623 The complaint Mr S complains that Transunion International UK Limited (TU) failed to record correct information on his credit file relating to his electoral roll registration. He wants the record corrected and compensation. What happened Mr S tells us that he’s been trying to g... (2 pages)View decision -
Decision Reference DRN0683853
28 May 2015 Chaucer Insurance Services Ltd Not upheldInsurance (excluding PPI)Mrs K has complained that Chaucer Insurance Services Ltd unfairly cancelled her motor insurance policy.backgroundMrs K bought a motor insurance policy from Chaucer and it started immediately. The following day, it wrote to Mrs K and asked her to send it the following... (3 pages)View decision -
Decision Reference DRN8525579
5 Sep 2018 Equifax Limited UpheldBanking and creditMs L complains that Equifax Ltd didn’t protect her personal details.background Equifax’s parent company was the subject of a cyber-attack. The attackers gained access to Ms L’s name, date of birth and phone number. Equifax accepted that Ms L could be exposed to cold ... (2 pages)View decision -
Decision Reference DRN6253920
3 Mar 2015 GE Money Home Lending Limited Not upheldBanking and creditMr and Mrs J claim that there is no valid mortgage between them and GE Money Home Lending Limited. They are asking GE Money to “redress all their grievances”.backgroundMr and Mrs J are customers of GE Money, having granted a mortgage to it in 2008 as security for a loan. In 2014 Mr and ... (3 pages)View decision -
Decision Reference DRN6333271
22 Feb 2017 Mercedes-Benz Financial Services UK Limited Not upheldBanking and creditMr M complains about a vehicle he acquired through a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS). He believes he was misled about the age of the vehicle and the remaining term of the manufacturer’s warranty.backgroundMr M took out ... (2 pages)View decision -
Decision Reference DRN-4789948
10 May 2024 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-4789948 The complaint Mr L complains about how Automobile Association Insurance Services Limited (AA) sold him a breakdown insurance policy online. This decision covers the complaint made by Mr L to AA and included in their final response letter issued in December 2023, that his policy... (4 pages)View decision -
Decision Reference DRN0794544
25 Jan 2018 GPUK LLP Not upheldBanking and creditMr M complains on behalf of Leisure Attractions Limited, that GPUK LLP sold them a website card processing facility that wasn’t suitable; it wasn’t given options for accepting payments and has suffered a financial loss as a number of transactions weren’t manually authoris... (3 pages)View decision
