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 382297 results
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Decision Reference DRN-5422933
27 Mar 2025 Vitality Health Limited Not upheldInsuranceDRN-5422933 The complaint Mr H complains that Vitality Health Limited hasn’t agreed to cover the costs of cancer treatment under his personal 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 ... (4 pages)View decision -
Decision Reference DRN-5382094
27 Mar 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5382094 The complaint Mrs C is unhappy that Marks & Spencer Financial Services Plc, trading as M&S Bank, gave her incorrect information about the end date of a 0% interest offer that applied to her credit card account. What happened Mrs C had a 0% interest offer on her M&... (3 pages)View decision -
Decision Reference DRN-5433018
27 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5433018 The complaint Mr M complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a pr... (4 pages)View decision -
Decision Reference DRN-5433688
27 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5433688 The complaint Mr W and Mr B have complained about their let property insurer, U K Insurance Limited because it avoided their policy (treated it as though it hadn’t existed) and, by association, declined their claim. Mr W and Mr B jointly own a property, I’ll refer to as 12-... (8 pages)View decision -
Decision Reference DRN-5353117
27 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5353117 The complaint Miss C complains that Shop Direct Finance Company Limited trading as very (SDFCL) was irresponsible in its lending to her. She wants all interest and charges she has paid refunded along with statutory interest. She also wants any adverse information about the c... (4 pages)View decision -
Decision Reference DRN-5349039
27 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5349039 The complaint Mrs B and Mr S complain about Covea Insurance plc’s handling of their buildings insurance claim. All references to Covea also include its appointed agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them in ful... (3 pages)View decision -
Decision Reference DRN-5422817
27 Mar 2025 AWP P&C S.A. UpheldInsuranceDRN-5422817 The complaint Mrs J and the estate of Mr J complain about the way AWP P&C S.A. handled a medical expenses and repatriation claim Mrs J made on a travel insurance policy after Mr J became critically ill abroad. Mrs J’s represented by Mr T, a close member of her family. Bu... (7 pages)View decision -
Decision Reference DRN-5428776
27 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5428776 The complaint M is unhappy that HSBC UK Bank Plc decided not to refund it after being the victim of a scam. M is bringing the complaint using a claims management company which I’ll refer to as J. What happened M invested in a company I’ll refer to as A. A offered a rent-to-... (5 pages)View decision -
Decision Reference DRN-5279187
27 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5279187 The complaint Miss Z is unhappy that a car supplied to her under a hire purchase agreement with Specialist Motor Finance Limited (SMF) was of an unsatisfactory quality. When I refer to what Miss Z or SMF have said or done, it should also be taken to include things said or d... (6 pages)View decision -
Decision Reference DRN-5431485
27 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5431485 The complaint Mrs B is unhappy with how Covea Insurance plc (“Covea”) has settled a claim made on her pet insurance policy. Any reference to Covea includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties. And as our... (2 pages)View decision
