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 380824 results
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Decision Reference DRN-4569929
11 Oct 2024 Volvo Car UK Limited Not upheldConsumer CreditDRN-4569929 The complaint Mr W complains that his subscription under a Hire Agreement with Volvo Car UK Limited (“Volvo”) was mis-sold and that Volvo unfairly charged him to replace tyres which he says should have been covered by the service agreement. He says the tyres should’ve been r... (3 pages)View decision -
Decision Reference DRN-5034474
11 Oct 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5034474 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax (“Halifax”) hasn’t done enough to protect her against the loss of money to a scam. What happened Mrs H says that in 2017 she saw and advert for a trading platform that I will call B. She says a friend... (2 pages)View decision -
Decision Reference DRN-5076788
11 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5076788 The complaint Mr A complains that Santander UK Plc hasn’t refunded a payment he made for a package holiday using his credit card. What happened In January 2022, Mr A bought a package holiday through a travel agent (who I’ll refer to as “H”) for him and his family. The packag... (4 pages)View decision -
Decision Reference DRN-5044393
11 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5044393 The complaint Mr B via a representative complains that Revolut Ltd (“Revolut”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr B fell victim t... (3 pages)View decision -
Decision Reference DRN-5021851
11 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5021851 The complaint Ms H’s complaint is about the handling of her legal expenses insurance claim by U K Insurance Limited (‘UKI’). Ms H says UKI treated her unfairly. All references to UKI include their claims handlers. What happened Ms H made a claim on her UKI legal expenses in... (3 pages)View decision -
Decision Reference DRN-5061127
11 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5061127 The complaint Mr A has complained that Admiral Insurance (Gibraltar) Limited unfairly and unreasonably refused to pay his claim under his pet policy for his dog. What happened Mr A bought his pet policy with Admiral to start on 26 October 2023. He made a claim for vet fees ... (3 pages)View decision -
Decision Reference DRN-4971562
11 Oct 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4971562 The complaint Mr and Mrs P complain about Admiral Insurance (Gibraltar) Limited’s handling of their home insurance claim. Mr and Mrs P are joint policyholders, but most of the communication regarding the claim and complaint has been from Mrs P. So, I’ll refer mainly to her ... (8 pages)View decision -
Decision Reference DRN-4868434
11 Oct 2024 Lift-Financial Ltd UpheldInsuranceDRN-4868434 The complaint Mr B complains that he was misadvised by LIFT-Financial Ltd when he bought and/or renewed a property owner’s insurance policy and this caused him to be underinsured. What happened The background to this complaint is well known to both parties, so I’ll provide o... (4 pages)View decision -
Decision Reference DRN-4948988
11 Oct 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-4948988 The complaint Mr R complains about the way Inter Partner Assistance SA (IPA) handled a medical assistance claim he made on a travel insurance policy. Mr R is represented by Ms L. What happened The background to this complaint is well-known to both parties. So I’ve simply set... (3 pages)View decision -
Decision Reference DRN-5076841
11 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5076841 The complaint Mrs B has complained that NewDay Ltd didn’t fairly or reasonably deal with claims under the Consumer Credit Act 1974 (“the CCA”) in relation to a holiday product bought, in part, using her credit card. What happened In June 2016, Mrs B and Mr B purchased holida... (4 pages)View decision
