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 370149 results
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Decision Reference DRN-4593874
21 Aug 2024 Covea Insurance plc UpheldInsuranceDRN-4593874 The complaint Ms J has complained about the way Covea Insurance plc handled a claim she made under a property investors protection insurance policy. What happened In October 2021 Ms J made a claim under her home insurance policy. Ms J made a series of complaints to Covea ab... (2 pages)View decision -
Decision Reference DRN-4972737
21 Aug 2024 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-4972737 The complaint Mr W complains about the way that Capquest Debt Recovery Limited (Capquest) managed the collection of a debt in his name. What happened Mr W originally owed money to a business I will refer to as V. In late June 2023, V sold the outstanding debt to a third part... (3 pages)View decision -
Decision Reference DRN-4928764
21 Aug 2024 Zurich Insurance PLC UpheldInsuranceDRN-4928764 The complaint Ms B complains because Zurich Insurance PLC (‘Zurich’) hasn’t paid a personal accident insurance claim. What happened Ms B was insured under a group Corporate Accident and Business Travel insurance policy, provided by Zurich. Ms B suffered an injury and submit... (7 pages)View decision -
Decision Reference DRN-4973989
21 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4973989 The complaint Mr S says Clydesdale Bank Plc, trading as Virgin Money, irresponsibly lent to him. What happened Mr S opened a credit card account with Virgin Money in June 2021. He was given a credit limit of £3,100. This was not increased at any stage. The account defaulted ... (3 pages)View decision -
Decision Reference DRN-4871080
21 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4871080 The complaint Mr A complains that Liverpool Victoria Insurance Company Limited (“LV”) voided his motor insurance policy and refused to pay his claim. What happened Mr A took out a motor insurance policy via a comparison website. The policy was underwritten by LV. Mr A was ... (4 pages)View decision -
Decision Reference DRN-4566380
21 Aug 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4566380 The complaint Mr B has complained that Aviva Insurance Limited rejected an escape of water (EOW) claim he made under a home buildings insurance policy he shares jointly with Ms N. What happened In December 2022 Mr B called his insurer Aviva to report damage to his home caus... (2 pages)View decision -
Decision Reference DRN-4813176
21 Aug 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4813176 The complaint Mr A on behalf of his business (J) isn’t happy with The Royal Bank of Scotland Plc. The monthly fees to run business accounts went up from £20 to £160 per month. Mr A isn’t happy with the charges and wants compensation for the time he spent trying to resolve th... (3 pages)View decision -
Decision Reference DRN-4751050
21 Aug 2024 Aviva Insurance Limited UpheldInsuranceDRN-4751050 The complaint Mr G complains about Aviva Insurance Limited’s (“Aviva”) delay in dealing with his claim under his buildings insurance policy. What happened The background to this complaint is well known to the parties, so I won’t go into too much detail but will summarise th... (4 pages)View decision -
Decision Reference DRN-4969126
21 Aug 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4969126 The complaint Miss H has complained about Advantage Insurance Company Limited’s decision to reject a claim she made under her car insurance policy. What happened Miss H made a claim to her insurer Advantage following the theft of her car outside her home. Advantage investiga... (6 pages)View decision -
Decision Reference DRN-4935847
21 Aug 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4935847 The complaint Miss M says Lloyds Bank PLC has treated her unfairly by refusing to raise a claim under the Direct Debit Guarantee. What happened Miss M contacted Lloyds to raise a claim under the Direct Debit Guarantee. She wanted Lloyds to refund direct debit payments she’d ... (2 pages)View decision
