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 366763 results
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Decision Reference DRN-4730874
1 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4730874 The complaint Mr C has complained that Bank of Scotland plc trading as Halifax acted irresponsibly when it allowed him to continue using his overdraft when it had become unaffordable for him. Background Mr C held a current account with Halifax which had an overdraft facility on... (4 pages)View decision -
Decision Reference DRN-4687396
1 May 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4687396 The complaint Mr H has complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined a claim under a home insurance policy. What happened Mr H contacted Accredited to make a claim for a lost ring. Accredited declined the claim because it said Mr H hadn’t pr... (2 pages)View decision -
Decision Reference DRN-4755338
1 May 2024 Wakam UpheldInsuranceDRN-4755338 The complaint Mr M complains that Wakam has failed to provide him with the correct refund on his motor insurance premium. For ease, any reference to Wakam also includes its agents. What happened Your text here What I’ve decided – and why I’ve considered all the available eviden... (3 pages)View decision -
Decision Reference DRN-4774664
1 May 2024 J D Williams & Company Limited UpheldConsumer CreditDRN-4774664 The complaint Miss H complains that J D Williams & Company Limited (“J D Williams”), trading as Fashion World, irresponsibly granted her a catalogue shopping account she says she couldn’t afford to repay. What happened In June 2020 Miss H entered into an agreement with J D ... (3 pages)View decision -
Decision Reference DRN-4727578
1 May 2024 esure Insurance Limited Not upheldInsuranceDRN-4727578 The complaint Mr C and Mrs C complain that esure Insurance Limited have not undertaken a structural survey following their claim after a tree fell on their house. What happened Mr C and Mrs C held a buildings insurance policy with esure. In October 2023 a tree fell on their ho... (3 pages)View decision -
Decision Reference DRN-4494588
1 May 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4494588 The complaint Mr B complains that an IT failure by Bank of Scotland plc has led to both inconvenience and loss on his part. What happened In early July 2023 Mr B attempted to apply for a loan via Bank of Scotland’s online banking facility. It repeatedly said that he wasn’t elig... (2 pages)View decision -
Decision Reference DRN-4692383
1 May 2024 One Call Insurance Services Limited Not upheldInsuranceDRN-4692383 The complaint Mr W complains that One Call Insurance Services Limited (“One Call”) didn’t update his details to show he’d had a ‘non-fault’ claim under his car insurance policy. What happened Mr W had car insurance cover arranged through One Call, which is a broker. He was invo... (2 pages)View decision -
Decision Reference DRN-4716407
1 May 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4716407 The complaint Mr D has complained on behalf of a limited company, A, that Accredited Insurance (Europe) Ltd declined a claim he made on A’s buildings insurance policy for subsidence damage. Reference to A and Accredited includes their respective agents and representatives. What... (4 pages)View decision -
Decision Reference DRN-4729431
1 May 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4729431 The complaint Mrs H’s complaint is about the handling of a claim she made on her DAS Legal Expenses Insurance Company Limited (‘DAS’) legal expenses insurance policy. Mrs H says that the way in which her claim was handled had a life changing impact on her and that DAS’ offer of... (3 pages)View decision -
Decision Reference DRN-4727511
1 May 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4727511 The complaint Mr H complains that NewDay Ltd trading as John Lewis Partnership Card (“JLP”) declined his credit application. What happened In September 2022 Mr W made two applications for a JLP credit card. The first application was made on 13 September 2022 and the second appl... (2 pages)View decision
