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 367300 results
-
Decision Reference DRN-5125462
25 Nov 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-5125462 The complaint Mr R complains that Pinnacle Insurance Plc turned down his pet insurance claim, even though he had spoken to Pinnacle’s vet assistance line before making his claim. My references to Pinnacle include its agents. What happened Mr R has a time limited pet insuranc... (3 pages)View decision -
Decision Reference DRN-5168047
25 Nov 2024 Social Money Limited UpheldBanking and PaymentsDRN-5168047 The complaint A company which I’ll call ‘E’ complains that Social Money Limited behaved unreasonably when it withdrew its loan offer causing a financial loss. The complaint is brought on E’s behalf by its director, Mr B. What happened Mr B told us: E wanted to purchase ... (6 pages)View decision -
Decision Reference DRN-5157377
25 Nov 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5157377 The complaint Miss T complains about the redress settlement from Mercedes-Benz Financial Services UK Limited (MBFS) for a car she acquired that is of unsatisfactory quality. What happened In December 2019 Miss T entered into a Personal Contract Plan (PCP) agreement with MBFS... (6 pages)View decision -
Decision Reference DRN-5081500
25 Nov 2024 BUPA Insurance Limited UpheldInsuranceDRN-5081500 The complaint Mr R is unhappy that BUPA Insurance Limited (BUPA) declined his private medical insurance claim. What happened Mr R has a private medical insurance policy with BUPA. In April 2024, Mr R received pre-authorisation from BUPA for treatment to his knee. Mr R had th... (2 pages)View decision -
Decision Reference DRN-4776265
25 Nov 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4776265 The complaint S, a limited company, has complained Starling Bank Limited won’t refund them for two disputed transactions executed after their debit card was stolen. Mr S is a director of S and represents them in this complaint. What happened In July 2023, Mr S’s car was brok... (3 pages)View decision -
Decision Reference DRN-5144670
25 Nov 2024 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5144670 The complaint Mr S complains that Yorkshire Building Society (YBS) placed his money in a low interest bond without his agreement and then froze access to the funds. Mr S is unhappy that YBS couldn’t easily set up a new account and asked intrusive questions as part of the acc... (5 pages)View decision -
Decision Reference DRN-4933102
25 Nov 2024 Amtrust Europe Limited UpheldInsuranceDRN-4933102 The complaint Mr B complains AmTrust Europe Limited unfairly declined a claim he made on his building warranty. Any reference to Amtrust also includes its agents. What happened Mr B bought a new-build property in 2018 which came with a ten-year Amtrust ‘defects and damage’ w... (4 pages)View decision -
Decision Reference DRN-4834690
25 Nov 2024 ClearBank Limited Not upheldBanking and PaymentsDRN-4834690 The complaint Mr W, on behalf of J, complains that ClearBank Limited (“Tide”) didn’t do enough to protect J when it fell victim to two separate scams. For ease, I’ll mostly refer to Mr W throughout. What happened The details of this complaint are well known to both parties, ... (2 pages)View decision -
Decision Reference DRN-5168364
25 Nov 2024 Aviva Insurance Limited UpheldInsuranceDRN-5168364 The complaint Miss R complains that Aviva Insurance Limited has treated her unfairly with delays in the handling of her flood claim. And its decision not to provide cover for all of the remedial work that has been undertaken is unreasonable. What happened Miss R notified Avi... (5 pages)View decision -
Decision Reference DRN-5163043
25 Nov 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5163043 The complaint Mr and Mrs W complain that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against p... (20 pages)View decision
