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 369227 results
-
Decision Reference DRN-5138678
11 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5138678 The complaint Mr and Mrs H have complained that Bank of Scotland plc (trading as Halifax) won’t refund the money they lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In 2018, Mr and Mrs H w... (3 pages)View decision -
Decision Reference DRN-4968333
11 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4968333 The complaint Ms W complains that AXA Insurance UK Plc (“AXA”) hasn’t handled a claim she made under her Commercial and Residential Landlords Insurance policy fairly, for damage caused by renovations being carried out in the flat above, and that its actions have caused her d... (3 pages)View decision -
Decision Reference DRN-5153119
11 Dec 2024 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5153119 The complaint Mr H complains that Creation Financial Services Limited decreased the credit limit on his credit card. What happened Mr H holds a credit card with Creation. On 8 May 2024 Creation decreased the credit limit on the card to £800 and sent a letter to Mr H informin... (2 pages)View decision -
Decision Reference DRN-5151331
11 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5151331 The complaint Mr J complains about the repudiation of his home insurance claim by U K Insurance Limited trading as Direct Line (‘UKI’). What happened The background to this complaint is well known to Mr J and UKI. In my decision, I’ll focus mainly on giving the reasons for r... (2 pages)View decision -
Decision Reference DRN-5107255
11 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5107255 The complaint Mr G is unhappy with the amount Aviva Insurance Limited quoted him to renew his motor insurance policy and the way it has recorded a non-fault claim. What happened Mr G held a motor insurance policy with Aviva. Aviva invited Mr G to renew for another year. Mr... (3 pages)View decision -
Decision Reference DRN-5192885
11 Dec 2024 HCC International Insurance Company Plc Not upheldInsuranceDRN-5192885 The complaint Mr D complains about the way HCC International Insurance Company Plc trading as Tokio Marine HCC has handled his contents insurance claim. The complaint involves the actions of agents for whom HCC is responsible. Any reference to HCC includes its agents. What... (3 pages)View decision -
Decision Reference DRN-5124799
11 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5124799 The complaint Mrs W is unhappy with Nationwide Building Society. She said Nationwide gave her incorrect advice about her ISA. Mrs W said the advice meant she lost out on earning more interest. Mrs W wants Nationwide to give her the lost interest and compensate her. What hap... (3 pages)View decision -
Decision Reference DRN-5169337
11 Dec 2024 Nationwide Building Society UpheldInsuranceDRN-5169337 The complaint Mr B has complained that Nationwide Building Society changed the insurer of the travel insurance policy attached to his bank account, affecting his cover for a planned holiday. What happened In March 2024 Mr B booked a trip abroad beginning on 24 November 2024... (2 pages)View decision -
Decision Reference DRN-5176196
11 Dec 2024 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5176196 The complaint Miss D is unhappy that a car supplied to her under a hire purchase agreement with MI Vehicle Finance Limited (‘MI’) was of an unsatisfactory quality. What happened In December 2022, Miss D was supplied with a used car through a hire purchase agreement with MI.... (4 pages)View decision -
Decision Reference DRN-4986344
11 Dec 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4986344 The complaint Mr D complains that BUPA Insurance Limited declined his claim against his private medical insurance policy. What happened In summary, Mr D has been a member of BUPA for some years. The policy relevant to this complaint started on 7 August 2023. The membership ... (4 pages)View decision
