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 375121 results
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Decision Reference DRN-5243693
17 Jan 2025 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5243693 The complaint Mrs S is unhappy DAS Legal Expenses Insurance Company Limited turned down a claim she made on her legal expenses insurance policy. What happened In March 2024 Mrs S contacted DAS seeking assistance with a legal expenses claim. She’d been involved in an incident... (5 pages)View decision -
Decision Reference DRN-5265686
17 Jan 2025 Vitality Health Limited UpheldInsuranceDRN-5265686 The complaint Mrs S complains that Vitality Health Limited has turned down a claim she made on a group private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key... (6 pages)View decision -
Decision Reference DRN-5234136
17 Jan 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5234136 The complaint Ms C complains that MBNA Limited lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Ms C applied for a credit card with MBNA in December 2022. In Ms C’s application, she said she was earning ... (4 pages)View decision -
Decision Reference DRN-5204012
17 Jan 2025 RAC Financial Services Ltd Not upheldInsuranceDRN-5204012 The complaint Mr R has complained that his broker, RAC Financial Services Ltd (‘RAC’), didn’t make him aware that the excess on his key replacement policy which is added onto his roadside assistance cover, changed from £0 to £30. He says he found out after payment was taken ... (3 pages)View decision -
Decision Reference DRN-5162402
17 Jan 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5162402 The complaint T, a partnership, complains Accelerant Insurance Europe SA/NV UK Branch voided its business protection insurance policy meaning a claim it made wasn’t paid. What happened Following damage caused by a storm in January 2024 T made a claim on its policy. After rev... (2 pages)View decision -
Decision Reference DRN-5123131
17 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5123131 The complaint Mrs C and Mr C complain about the price charged by U K Insurance Limited (“UKI”) to renew their motor insurance policies. Mr C has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actions taken, or c... (4 pages)View decision -
Decision Reference DRN-5215322
17 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5215322 The complaint Mr and Mrs S complain, through their solicitor. that a charge registered on the title to their property in 2005 by Barclays Bank UK PLC for a loan wasn’t cleared off the title at the Land Registry although the loan had been redeemed. Mr and Mrs S want the bank ... (3 pages)View decision -
Decision Reference DRN-5269586
17 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5269586 The complaint Mr D complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened Mr D has told us that i... (8 pages)View decision -
Decision Reference DRN-5153439
17 Jan 2025 Skipton Building Society UpheldMortgagesDRN-5153439 The complaint Mr H complains that Skipton Building Society unfairly uploaded a marker about him to the National Hunter database. What happened In October 2023 Mr H and his partner applied for a joint mortgage with Skipton. Skipton declined their application because it says ... (4 pages)View decision -
Decision Reference DRN-5235378
17 Jan 2025 Amtrust Europe Limited UpheldInsuranceDRN-5235378 The complaint Miss S has complained about her building warranty provider Amtrust Europe Limited. She is unhappy because it won’t refund her the cost of a report. What happened Miss S noted water damage in a bedroom. As her property benefitted from a building warranty she c... (3 pages)View decision
