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 360982 results
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Decision Reference DRN-4720276
14 May 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4720276 The Complaint Mrs K says that National Westminster Bank Plc (the ‘Business’) didn’t act fairly or reasonably under the Consumer Credit Act 1974 (the ‘CCA’) in relation to the purchase of a timeshare in February 2013 (the ‘Time of Sale’). Background to the Complaint Mrs K purcha... (5 pages)View decision -
Decision Reference DRN-4601141
14 May 2024 Aviva Life & Pensions UK Limited Not upheldMortgagesDRN-4601141 The complaint The estate of Mrs H complains that Aviva Life and Pensions UK Limited lent irresponsibly when selling her an equity release mortgage. What happened Mrs H’s estate is represented in this complaint by the executor, Mr P. So, when I refer to the assertions of the est... (5 pages)View decision -
Decision Reference DRN-4722824
14 May 2024 Vitality Health Limited Not upheldInsuranceDRN-4722824 The complaint Mrs G complains about how Vitality Health Limited dealt with a claim against her private medical insurance. Mrs G’s husband, Mr G, is assisting her in bringing the complaint. What happened In summary, in May 2023, Mrs G took out private medical insurance underwrit... (2 pages)View decision -
Decision Reference DRN-4731697
14 May 2024 Inter Partner Assistance SA UpheldInsuranceDRN-4731697 The complaint Mr and Mrs G are unhappy with the service they’ve received from Inter Partner Assistance SA when they claimed on their travel insurance policy. What happened Mr and Mrs G made a claim on their travel insurance policy in February 2023. They previously complained to... (2 pages)View decision -
Decision Reference DRN-4793219
14 May 2024 Rock Insurance Services Limited UpheldInsuranceDRN-4793219 The complaint Mr H is unhappy with the service he received from Rock Insurance Services Limited (‘Rock’) when querying whether something was covered under his travel insurance policy. What happened Mr H took out a single trip travel insurance policy in February 2024 (‘the polic... (2 pages)View decision -
Decision Reference DRN-4619005
14 May 2024 Ald Automotive Limited Not upheldConsumer CreditDRN-4619005 The complaint Mr P complains about the charges ALD Automotive Limited (“ALD”) applied when he returned a car at the end of his lease agreement. What happened Mr P entered into a hire agreement with ALD; the agreement ended in August 2023 and Mr P arranged for the car to be coll... (3 pages)View decision -
Decision Reference DRN-4638621
14 May 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4638621 The complaint Ms D complains that Scottish Widows Limited (Scottish Widows) mis-administered her pension plans causing losses and inconvenience. She wants compensation for the losses incurred and for the distress and inconvenience caused. What happened Ms D had two personal pen... (5 pages)View decision -
Decision Reference DRN-4795667
14 May 2024 Acasta European Insurance Company Limited Not upheldInsuranceDRN-4795667 The complaint Mr K and Ms Y complain about Acasta European Insurance Company Limited’s decision to turn down their structural defects insurance claim. Any reference to Acasta includes the actions of its agents. What happened Mr K and Ms Y hold a ten-year structural defects poli... (7 pages)View decision -
Decision Reference DRN-4399626
14 May 2024 Hampshire Trust Bank Plc Not upheldMortgagesDRN-4399626 The complaint Mr T has complained about the information Hampshire Trust Bank Plc (“HTB”) has reported to the credit reference agencies about his buy to let commercial loan facility. What happened The loan agreement dated 10 December 2018 shows Mr T was borrowing £338,000 (plus ... (3 pages)View decision -
Decision Reference DRN-4795755
14 May 2024 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-4795755 The complaint Miss E complains that Atlanta Insurance Intermediaries Limited (Atlanta) incorrectly advised that a claim for her dog’s surgery would be covered, under her pet insurance policy. What happened Miss E’s dog was diagnosed with a right hind leg cruciate injury in July... (3 pages)View decision
