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 381082 results
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Decision Reference DRN-5130873
21 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5130873 The complaint Ms G and Mr G complain that Aviva Insurance Limited has not agreed to cover a claim Mr G made on their legal expenses insurance policy. Where I refer to Aviva, this includes its agents and claims handlers acting on its behalf. What happened Ms G and Mr G are jo... (3 pages)View decision -
Decision Reference DRN-5132356
21 Nov 2024 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5132356 The complaint Miss S complains that Sainsbury’s Bank Plc didn’t consider that a loan account she held with it was eligible for a medical write-off. What happened In December 2021 Miss S entered into a five-year personal loan with Sainsbury’s Bank. The repayments were ££229.3... (3 pages)View decision -
Decision Reference DRN-5161711
21 Nov 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5161711 The complaint Mr M has complained that Nationwide Building Society failed to apply a gambling block to his account when he asked it to. Background Mr M contacted Nationwide via its web chat service on 25 June 2024. In the chat he disclosed he was struggling financially and w... (3 pages)View decision -
Decision Reference DRN-4940086
21 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4940086 The complaint Mr H complained about the way Clydesdale Bank Plc trading as Virgin Money (Virgin Money) dealt with a claim for a refund for goods he bought using a credit card but says he didn’t receive. What happened Mr H purchased a gold bar for around £1,500 using his Vir... (4 pages)View decision -
Decision Reference DRN-5124694
21 Nov 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5124694 The complaint Ms V complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened In July 2021 Ms V applied for a credit card with Vanquis. In her application, Ms V said she was self em... (3 pages)View decision -
Decision Reference DRN-5116442
21 Nov 2024 Premier Insurance Company Limited UpheldInsuranceDRN-5116442 The complaint Mrs M complains about the amount Premier Insurance Company Limited (“Premier”) valued her car for after it was damaged in a collision. What happened Mrs M had a motor insurance policy with Premier covering her car. She bought the policy through a broker. In May... (3 pages)View decision -
Decision Reference DRN-5144295
21 Nov 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5144295 The complaint Mr B has complained about Red Sands Insurance Company (Europe) Limited’s (Red Sands) decision to decline a claim made on his lifetime pet insurance policy and added an exclusion. What happened In March 2023, Mr B took out a Pet Lifetime policy for his dog, W. ... (4 pages)View decision -
Decision Reference DRN-5070856
21 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5070856 The complaint Mr M complains that Royal & Sun Alliance Insurance have declined to pay his future loss assessors fees. What happened Mr M had two building insurance claims with RSA - in 2014 for subsidence and 2017 for an escape of water which was believed to be related... (2 pages)View decision -
Decision Reference DRN-5037834
21 Nov 2024 Bapchild Motoring World (Kent) Limited UpheldInsuranceDRN-5037834 The complaint Mr Q complains Bapchild Motoring World (Kent) Limited trading as Big Motoring World (“Bapchild”) has declined a claim he made under a motor warranty policy. What happened Mr Q’s car broke down. The crankshaft damper pulley (“CDP”) had catastrophically failed ca... (3 pages)View decision -
Decision Reference DRN-4913040
21 Nov 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4913040 The complaint Mr P has complained that The Prudential Assurance Company Limited didn’t make it sufficiently clear, when he reached his normal retirement date of 60, that he could begin taking the guaranteed minimum pension (GMP) without a deduction for taking it before age 6... (8 pages)View decision
