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
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Decision Reference DRN-4821247
31 Oct 2024 Vitality Health Limited Not upheldInsuranceDRN-4821247 The complaint Mrs R is unhappy with how Vitality Health Limited handled a claim made under a private medical insurance policy to cover the costs of a (revision) total wrist arthroplasty, including its ultimate decision to not cover the claim without further evidence. What h... (5 pages)View decision -
Decision Reference DRN-5043623
31 Oct 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5043623 The complaint Mr M complains about the way funds have been applied to his account by American Express Services Europe Limited (AESEL) (Amex) following a merchant dispute. What happened Mr M’s provided evidence that a merchant I’ll refer to as T gave him two credit vouchers ... (2 pages)View decision -
Decision Reference DRN-5099906
31 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5099906 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (19 pages)View decision -
Decision Reference DRN-4724542
31 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4724542 The complaint Mr N complains that Bank of Scotland plc declined his request for a refund of a payment he made to a bus company. What happened In July 2023 Mr N bought travel tickets online from a bus company, paying with his Bank of Scotland debit card. He realised very quic... (2 pages)View decision -
Decision Reference DRN-4938071
31 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4938071 The complaint Mr C and Mrs C complain that Barclays Bank UK PLC misled them into believing that the only fixed rate savings account available to them was an ISA, when this was not correct. I appreciate that this is a joint complaint, though for convenience, except where othe... (2 pages)View decision -
Decision Reference DRN-5116825
31 Oct 2024 National House-Building Council UpheldInsuranceDRN-5116825 The complaint Mr and Mrs B are unhappy with the settlement offered by National House-Building Council (NHBC) for a claim they made under their Buildmark policy for damage to their home and building. What happened The subject of this complaint is a development comprised of m... (6 pages)View decision -
Decision Reference DRN-5117627
31 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-5117627 The complaint Mrs L complains about the way Ageas Insurance Limited handled a claim she made under her home insurance policy. Mrs L is represented in this complaint by her daughter but, for ease, I’ll refer to Mrs L throughout. What happened Mrs L had a home insurance policy... (4 pages)View decision -
Decision Reference DRN-5116769
31 Oct 2024 National House-Building Council UpheldInsuranceDRN-5116769 The complaint Mr and Mrs D are unhappy with the settlement offered by National House-Building Council (NHBC) for a claim they made under their Buildmark policy for damage to their home and building. What happened The subject of this complaint is a development comprised of m... (6 pages)View decision -
Decision Reference DRN-5076562
31 Oct 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5076562 The complaint Mr M complains about Advantage Insurance Company Limited’s (“Advantage”) handling of his claim and refusal to cover the cost of child seats and a stroller, under his motor insurance policy. What happened A third-party drove into Mr M’s parked car in December 20... (2 pages)View decision -
Decision Reference DRN-4952201
31 Oct 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4952201 The complaint Mr and Mrs M complain that Bank of Scotland plc trading as Birmingham Midshires (BM) refused to extend the term of their interest only mortgage. What happened Mr and Mrs M took out an interest only residential mortgage with BM in 2005 – it was on part interest ... (5 pages)View decision
