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 362712 results
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Decision Reference DRN-4652575
7 Mar 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4652575 The complaint Mr W’s complaint is about a claim he made on his DAS Legal Expenses Insurance Company Limited (‘DAS’) legal expenses insurance policy. Mr W says DAS treated him unfairly. Mr W is represented in this complaint but for ease of reference I shall refer to all submissi... (3 pages)View decision -
Decision Reference DRN-4634884
7 Mar 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4634884 The complaint Mr B has complained that Great Lakes Insurance SE declined a claim he made on a travel insurance policy. What happened Mr B’s planned travel itinerary was as follows: 8 July 2023 – fight from the UK to city A 12 July 2023 – flight from city A to city B, then a ... (3 pages)View decision -
Decision Reference DRN-4641558
7 Mar 2024 AXA PPP Healthcare Limited Not upheldInsuranceDRN-4641558 The complaint Mr R complains that AXA PPP Healthcare Limited hasn’t settled his private medical insurance claim in full. What happened Mr R holds private medical insurance cover with AXA. He needed an operation and contacted AXA. He was given authorisation for the treatment, an... (2 pages)View decision -
Decision Reference DRN-4667647
7 Mar 2024 First Complete Ltd UpheldMortgagesDRN-4667647 The complaint Mr E and Mrs E ‘s complaint is about mortgage advice they received from First Complete Ltd trading as PRIMIS Mortgage Network. To settle the complaint Mr and Mrs E want First Complete to compensate them for their financial losses and for the distress and inconveni... (6 pages)View decision -
Decision Reference DRN-4556204
7 Mar 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4556204 The complaint Ms F complains that Shop Direct Finance Company Limited, trading as Very, could not explain her account balance to her (which she believed should be zero), and gave her conflicting information about how it had been calculated. What happened Ms F has a catalogue sh... (2 pages)View decision -
Decision Reference DRN-4517130
7 Mar 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4517130 Complaint J, a limited company, is unhappy that Starling Bank Limited didn’t reimburse it after it fell victim to an investment scam. This complaint is brought on behalf of J by Mr T, its sole director. For simplicity’s sake, I’ve generally referred to Mr T throughout the text ... (3 pages)View decision -
Decision Reference DRN-4667624
7 Mar 2024 Black Horse Limited Not upheldConsumer CreditDRN-4667624 The complaint Miss J is complaining that Black Horse Limited (BHL) shouldn’t have lent to her – she says they were irresponsible in doing so. What happened In August 2017, Miss J took out a hire purchase agreement with BHL to finance the purchase of a vehicle. She paid a deposi... (5 pages)View decision -
Decision Reference DRN-4667384
7 Mar 2024 Skyfire Insurance Company Limited UpheldInsuranceDRN-4667384 The complaint Mrs C and Mr T complain that Skyfire Insurance Company Limited (Skyfire) declined a claim and avoided Mr T’s motor insurance policy, following an accident they had when driving abroad. I’ll refer to Mr T in my decision for ease. What happened In April 2023 Mr T wa... (5 pages)View decision -
Decision Reference DRN-4612729
7 Mar 2024 Nugenis Financial Planning Limited Not upheldInvestmentsDRN-4612729 The complaint Mrs K complains about some advice and information she received from Nugenis Financial Planning Limited (‘Nugenis’). She says that it wasn’t made clear to her that an investment she had was being used to fund a whole of life policy. She also complaints that her acc... (5 pages)View decision -
Decision Reference DRN-4661954
7 Mar 2024 Lakes Mortgages Limited Not upheldInsuranceDRN-4661954 The complaint Mr and Mrs N complain that Lakes Mortgages Limited (‘LML’) failed to ask them questions about their health and lifestyle when it completed their application for life cover. They say because certain things weren’t taken into account in their application, it would’v... (3 pages)View decision
