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
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Decision Reference DRN-4962019
13 Aug 2024 ACI-UK LIMITED UpheldConsumer CreditDRN-4962019 The complaint Mr G complains that ACI-UK LIMITED (ACI) registered incorrect information on his credit file which affected his ability to obtain credit at a lower rate. What happened The circumstances surrounding this complaint and my initial findings were set out in my prov... (5 pages)View decision -
Decision Reference DRN-4962799
13 Aug 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4962799 The complaint Mr and Mrs W complain that BUPA Insurance Limited hasn’t fully settled a claim Mrs W made on a group private medical insurance policy. As Mrs W brought the complaint to us, I’ve referred mainly to her. What happened The background to this complaint is well-know... (3 pages)View decision -
Decision Reference DRN-4952473
13 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4952473 The complaint Mr and Mrs C have complained about their property insurer Liverpool Victoria Insurance Company Limited (LV) as they feel it unreasonably delayed their claim and, when the claim was eventually paid, the settlement was insufficient. What happened Mr and Mrs C o... (7 pages)View decision -
Decision Reference DRN-4505341
13 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4505341 The complaint Miss E complains that Revolut Ltd did not refund a series of transactions she lost to a scam. What happened Miss E fell victim to a task-based job scam and made the following payments from her Revolut account: Date Amount (£) Payment type 5 June 2023 156.00 Pus... (6 pages)View decision -
Decision Reference DRN-4858035
13 Aug 2024 Julian Hodge Bank Limited UpheldMortgagesDRN-4858035 The complaint Mr and Mrs N’s complaint is about their mortgage with Hodge Lifetime, a trading name of Julian Hodge Bank Limited (referred to here as “Hodge”). Mr N, who has dealt with the complaint throughout, is unhappy that the mortgage term is due to expire in 2025, as h... (6 pages)View decision -
Decision Reference DRN-4963227
13 Aug 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4963227 The complaint Mr O complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) blocked his bank accounts and didn’t explain why . He wants his accounts unblocked. What happened Mr O had three accounts with Chase including a current and a savings account. Mr O comp... (3 pages)View decision -
Decision Reference DRN-4949491
13 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4949491 The complaint Miss H complains Liverpool Victoria Insurance Company Limited (“LV”) didn’t deal with an escape of water claim against her home insurance policy fairly. Miss H is represented, but for ease of reading, I will refer to their actions collectively as hers. Referen... (4 pages)View decision -
Decision Reference DRN-4773352
13 Aug 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4773352 The complaint Mr P complains about the way Royal & Sun Alliance Insurance Limited (“RSA”) dealt with a claim on his motor insurance policy, in particular about how certain calls were handled and about access to his motor legal protection cover. What happened Mr P was inv... (3 pages)View decision -
Decision Reference DRN-4962069
13 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4962069 The complaint Mrs J has complained about Creation Consumer Finance Ltd (‘Creation’)’s response to a claim she made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140A ... (5 pages)View decision -
Decision Reference DRN-4905063
13 Aug 2024 ReAssure Limited Not upheldInsuranceDRN-4905063 The complaint Mr Q, Mrs Q, Mr Q and Mrs L as trustees of the B Trust (the trustees) complain that ReAssure Limited declined a claim on their life assurance policies. What happened Mr and Mrs Q first took out a life assurance policy which started on 24 October 2000. They subs... (3 pages)View decision
