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 364862 results
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Decision Reference DRN-4703020
22 Mar 2024 ETU Forsikring A/S Not upheldInsuranceDRN-4703020 The complaint Mr K’s claim is about a claim he made on his ETU Forsikring A/S (‘ETU’) pet insurance policy, which ETU declined. Mr K feels ETU treated him unfairly and wants them to pay his claim. What happened Mr K made a claim on his ETU pet insurance policy for veterinary tr... (4 pages)View decision -
Decision Reference DRN-4610519
22 Mar 2024 Vitality Health Limited UpheldInsuranceDRN-4610519 The complaint Mr M is unhappy with the way Vitality Health Limited handled his claim. What happened Mr M had private medical insurance underwritten by Vitality Health. He made a claim on his policy for treatment he needed. There was a delay in progressing the claim. Vitality sa... (5 pages)View decision -
Decision Reference DRN-4438567
22 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4438567 The complaint Mr W says Barclays Bank UK PLC trading as Barclaycard (‘Barclays’) has unfairly declined a claim he made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened In 2015, Mr W paid £5,101 to buy a holiday club membership from a company I’ll call ‘Bu... (4 pages)View decision -
Decision Reference DRN-4674038
22 Mar 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4674038 The complaint Mr K complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to him. What happened Mr K says that RBS provided him with several credit cards without carrying out adequate affordability checks. He says he wasn’t employed at the time and... (2 pages)View decision -
Decision Reference DRN-4684585
22 Mar 2024 Embark Investment Services Limited UpheldPensions and AnnuitiesDRN-4684585 The complaint Mr R is unhappy that Embark Investment Services Ltd, trading as Scottish Widows platform, failed to collect his monthly direct debit (DD) premiums since 2017. What happened Mr R had a pension with Zurich, into which he’d been paying monthly premiums via direct deb... (3 pages)View decision -
Decision Reference DRN-4702984
22 Mar 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4702984 The complaint Ms W complains about Liverpool Victoria Insurance Company Limited’s (LV) poor handling of her claim for accidental damage, and its failure to provide alternative accommodation, under her home buildings insurance policy. What happened Ms W says she contacted LV in ... (5 pages)View decision -
Decision Reference DRN-4544654
22 Mar 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4544654 The complaint A company which I will refer to as ‘T’ complains that Revolut Ltd would not reimburse the money which was taken out of their account by fraudsters. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Brie... (5 pages)View decision -
Decision Reference DRN-4700051
22 Mar 2024 Northridge Finance Limited UpheldConsumer CreditDRN-4700051 The complaint Mr I is unhappy that a car supplied to him under a hire purchase agreement with Northridge Finance Limited was of an unsatisfactory quality due to modifications he hadn’t been made aware of. What happened In December 2022, Mr I was supplied with a used car through... (5 pages)View decision -
Decision Reference DRN-4631098
22 Mar 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-4631098 The complaint Mrs S has complained about Domestic & General Insurance Plc’s (D&G’s) decision to decline a claim she made on her breakdown protection policy for her damaged vacuum cleaner. What happened Mrs S purchased a breakdown protection policy with D&G to cover ... (3 pages)View decision -
Decision Reference DRN-4641933
22 Mar 2024 BISL Limited UpheldInsuranceDRN-4641933 The complaint Mr B complains about how BISL Limited dealt with a claim he made following a road traffic accident. What happened Mr B held a motor insurance policy administered by BISL. The policy was underwritten by an insurer I’ll call X. When Mr B was involved in a road traff... (2 pages)View decision
