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-5019786
18 Oct 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5019786 The complaint Mr K has complained that Aviva Insurance Limited declined a claim he made on a travel insurance policy associated with his bank account. What happened Mr K became unwell when travelling abroad in October 2022 and made a claim for the medical treatment he under... (2 pages)View decision -
Decision Reference DRN-5023410
18 Oct 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5023410 The complaint Ms H has complained about her contents insurer Lloyds Bank General Insurance Limited. She thinks it unfairly logged claims against her name, which she did not make and was unaware of, then unreasonably avoided her new policy (treating it as though it never exis... (3 pages)View decision -
Decision Reference DRN-5054071
18 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5054071 The complaint Mrs M complains that Aviva Insurance Limited (Aviva) has charged multiple policy excess payments for one claim that she made under her motor insurance policy. What happened Mrs M noticed damage to her car caused by rodents. She made a claim to Aviva, which it ... (4 pages)View decision -
Decision Reference DRN-5011567
18 Oct 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-5011567 The complaint Mr H complains about the liability decision Tesco Underwriting Limited (“Tesco”) made on a claim on his car insurance policy. What happened In September 2023 Mr H was involved in a road traffic accident with another car. Shortly after this accident, Tesco were... (3 pages)View decision -
Decision Reference DRN-5082536
18 Oct 2024 Black Horse Limited UpheldConsumer CreditDRN-5082536 The complaint Mr M complains that a vehicle he acquired through a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (“Black Horse”) wasn’t of satisfactory quality. He says he should have been allowed to hand the vehicle back because of... (5 pages)View decision -
Decision Reference DRN-4983753
18 Oct 2024 Coventry Building Society Not upheldMortgagesDRN-4983753 The complaint Mr and Mrs R complain that Coventry Building Society wouldn’t transfer the mortgage offer from a property that they were buying to another one. What happened Mr and Mrs R got a mortgage offer on a property from Coventry on 20 July 2022, revised because of a pri... (3 pages)View decision -
Decision Reference DRN-5083835
18 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5083835 The complaint Mr H complained about Admiral Insurance (Gibraltar) Limited’s service when they replaced his car’s windscreen under his motor insurance policy. What happened Mr H’s windscreen was damaged, and Admiral had it repaired by their agent. However the agent fitted the... (3 pages)View decision -
Decision Reference DRN-4646526
18 Oct 2024 MBNA Limited Not upheldBanking and PaymentsDRN-4646526 The complaint Mr D complains about the outcome of a claim he made to MBNA Limited (“MBNA”) under section 75 of the Consumer Credit Act 1974 (s.75). He also complains that MBNA failed to keep him updated on his claim and that they didn’t reply to his messages in good time. Wh... (3 pages)View decision -
Decision Reference DRN-4869726
18 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4869726 The complaint Mr C is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a safe account scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In sho... (7 pages)View decision -
Decision Reference DRN-5092097
18 Oct 2024 Covea Insurance plc UpheldInsuranceDRN-5092097 The complaint Mr R complains that Covea Insurance Plc failed to provide a hire car as agreed when his car was being repaired, under his motor insurance policy. What happened Mr R’s car required repairs due to contamination of a fuel additive. He contacted Covea and explains... (4 pages)View decision
