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 366874 results
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Decision Reference DRN-4746542
9 May 2024 Vitality Health Limited Not upheldInsuranceDRN-4746542 The complaint Mr M is unhappy that Vitality Health Limited (Vitality) declined his private medical insurance policy and cancelled the cover. What happened Mr M took out a personal private medical insurance policy on 28 February 2023 via an online method. The policy is underwrit... (4 pages)View decision -
Decision Reference DRN-4721405
9 May 2024 Exeter Friendly Society Limited Not upheldInsuranceDRN-4721405 The complaint Miss B is unhappy that Exeter Friendly Society Limited declined an income protection insurance claim and cancelled her income protection insurance policy (‘the policy’). What happened Miss B applied for the policy through a third party in mid-2022. When doing so, ... (4 pages)View decision -
Decision Reference DRN-4743726
9 May 2024 AWP P&C S.A. Not upheldInsuranceDRN-4743726 The complaint Mr T complains that AWP P&C S.A declined a claim he made on his travel insurance policy. What happened In July 2023 Mr T sought help from his GP because he was experiencing symptoms of depression and anxiety. His GP prescribed medication and increased the dosa... (2 pages)View decision -
Decision Reference DRN-4575450
9 May 2024 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-4575450 The complaint Mr G complains that Creation Financial Services Limited (CFS) didn’t freeze interest charges on his account which he says it agreed to do. He would like the charges waived so that he is only liable for the original balance. What happened The details of this compla... (2 pages)View decision -
Decision Reference DRN-4789488
9 May 2024 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-4789488 The complaint Mr M complains about the foreign exchange rate that The Co-operative Bank Plc (The Co- op) used to transfer pounds sterling (GBP) from his account in the UK to an account overseas. What happened In January 2023, Mr M asked The Co-op to send 10,000 GBP to an accoun... (3 pages)View decision -
Decision Reference DRN-4573923
9 May 2024 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4573923 The complaint Mr S complains that Scottish Friendly Assurance Society Limited (‘Scottish Friendly’) provided very poor customer service when his with-profit bond matured in early 2021. As a result of its poor service Mr S says he did not receive a cheque for the proceeds of his... (8 pages)View decision -
Decision Reference DRN-4757510
9 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4757510 The complaint Mrs D complains about the way a claim was handled under her home emergency policy underwritten by Aviva Insurance Limited. Where I refer to Aviva, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened Mrs D co... (3 pages)View decision -
Decision Reference DRN-4784620
9 May 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4784620 The complaint M, a limited company, complains that The Royal Bank of Scotland Plc (“RBS”) restricted its account following a review, then delayed returning M’s money after RBS subsequently closed the account. M has been represented in this complaint by one of its directors, Mr ... (4 pages)View decision -
Decision Reference DRN-4789000
9 May 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4789000 The complaint Mr M complains about the management and administration of his conditional sale agreement (“agreement”) by Moneybarn No. 1 Limited (“Moneybarn”). What happened On 31 July 2023 Mr M contacted Moneybarn for an early settlement figure for his agreement. Moneybarn was ... (3 pages)View decision -
Decision Reference DRN-4536571
9 May 2024 Skipton Building Society Not upheldBanking and PaymentsDRN-4536571 The complaint Mr A complains about Skipton Building Society’s cash deposit process, and the time it took to get served at its branch. What happened Mr A attempted to pay cash into his account at Skipton’s branch, but after the cashier carried out some checks Mr A’s deposit was ... (3 pages)View decision
