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-4996266
20 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4996266 The complaint Mrs S is unhappy with how Aviva Insurance Limited (Aviva) handled a claim made under her HomeServe policy. Any references to Aviva include their agents. What happened In June 2021, Mrs S contacted Aviva about a blocked drain. Aviva arranged for a contractor t... (3 pages)View decision -
Decision Reference DRN-5085277
20 Nov 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5085277 The complaint Mrs D complains that NewDay Ltd trading as Aqua lent to her irresponsibly. What happened Mrs D applied for a credit card with NewDay. NewDay approved the application and gave Mrs D a credit card with an initial credit limit of £1,200. The credit limit was incre... (4 pages)View decision -
Decision Reference DRN-5156417
20 Nov 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5156417 The complaint Mr and Mrs S are unhappy that Great Lakes Insurance UK Limited declined a claim they made on their travel insurance policy. What happened Mr and Mrs S were on a multi destination holiday. In October 2023 they were due to travel across the border to Israel by ro... (3 pages)View decision -
Decision Reference DRN-5112268
20 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5112268 The complaint Miss G complains that U K Insurance Limited unfairly cancelled her van insurance policy. What happened Miss G had a van that she used for her business. She had it insured with UKI. Miss G agreed to pay the premium by instalments on direct debit (“DD”) from her... (3 pages)View decision -
Decision Reference DRN-5025580
20 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5025580 The complaint Mrs G is unhappy that Aviva Insurance Limited has declined a claim she made on her private medical insurance policy. What happened Mrs G is a member of a group private medical insurance policy. She joined the scheme in 2019 and was asked to complete some questi... (3 pages)View decision -
Decision Reference DRN-5081827
20 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5081827 Complaint Mr T is unhappy that Barclays Bank UK Plc didn’t reimburse him when he told it he’d fallen victim to a scam. Background In 2017, Mr T entered into an investment agreement with a company I’ll refer to as H. He did so following a suggestion from another person who he... (2 pages)View decision -
Decision Reference DRN-4723855
20 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4723855 The complaint Miss B is complaining about the length of time it took Advantage to provide her with a courtesy car after she made a claim on her car insurance policy. What happened In April 2024 Miss B contacted Advantage to claim for damage to her car. She’s unhappy it took ... (3 pages)View decision -
Decision Reference DRN-5155661
20 Nov 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-5155661 The complaint Miss C complains about the way Tesco Personal Finance PLC (‘TB’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes... (4 pages)View decision -
Decision Reference DRN-5160497
20 Nov 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5160497 The complaint Mr S is unhappy that The Royal Bank of Scotland Plc (“RBS”) cancelled a cheque that he issued. What happened On 30 September 2023, Mr S issued a cheque for £600,000 to a well-known government backed financial institution to invest in a twelve-month product off... (4 pages)View decision -
Decision Reference DRN-5121678
20 Nov 2024 Topaz Finance Limited Not upheldMortgagesDRN-5121678 The complaint Mr W complains about the management of the mortgage account by Topaz Finance Limited trading as Heliodor Mortgages following a shortfall sale. What happened Mr W and his former wife had a mortgage with a lender. Mrs W continued to live in the house and then it ... (2 pages)View decision
