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 362716 results
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Decision Reference DRN-5313192
25 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5313192 The complaint Ms B and Mr B have complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly declined a claim under their home insurance policy. What happened Ms B and Mr B contacted Lloyds to make a claim when rendering on the front of their house collapsed. Ll... (3 pages)View decision -
Decision Reference DRN-5279332
25 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5279332 Complaint Miss K is unhappy that Bank of Scotland plc (trading as Halifax) didn’t reimburse her after she told it she’d fallen victim to a scam. Background The background to this complaint is well known to the parties. I don’t intend to set it out in comprehensive detail her... (4 pages)View decision -
Decision Reference DRN-5209781
25 Feb 2025 Westfield Contributory Health Scheme Not upheldInsuranceDRN-5209781 The complaint Mr S is unhappy with the service received when trying to access counselling services under a group health cash plan, underwritten by Westfield Contributory Health Scheme trading as Westfield Health. What happened The details of this complaint are well known to... (3 pages)View decision -
Decision Reference DRN-5211953
25 Feb 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5211953 The complaint Mr A has complained that Starr International (Europe) Limited has declined a claim he made under his gadget insurance policy. All references to Starr International include its agents. What happened The background to this complaint is well known to the parties. ... (2 pages)View decision -
Decision Reference DRN-5343386
25 Feb 2025 Nelson Insurance Company Ltd Not upheldInsuranceDRN-5343386 The complaint Mr C complains about how Nelson Insurance Company Ltd (Nelson) valued his vehicle following a claim made under his commercial motor insurance policy. Mr C’s complaint has been brought by a representative. Any references to Mr C include the comments of his repr... (3 pages)View decision -
Decision Reference DRN-5343901
25 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5343901 The complaint Mr and Mrs M are unhappy with the service received from Aviva Insurance Limited when making a claim for their daughter (Miss M) on a group private medical insurance policy they had the benefit of (‘the policy’). What happened Mr and Mrs M made a claim under th... (4 pages)View decision -
Decision Reference DRN-5353857
25 Feb 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5353857 The complaint Mr P and Mrs P complain the monthly premium and sum assured in their whole of life Adaptable Life Plan with Zurich Assurance Ltd didn’t increase at the same rate, and that the plan was mis-sold. What happened In 1994, Mr P and Mrs P met with a representative of... (2 pages)View decision -
Decision Reference DRN-5185354
25 Feb 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5185354 The complaint Miss S has complained about how Shop Direct Finance Company Limited treated her after she began to experience financial difficulties. Miss S is represented in this complaint by her father, Mr S. What happened My provisional decision of 10 February 2025 set out ... (4 pages)View decision -
Decision Reference DRN-5289597
25 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5289597 The complaint Mr and Mrs J complain that esure Insurance Limited (“esure”) incorrectly recorded a claim against their policy, under their home buildings insurance policy. I’ll refer to Mrs J in my decision for ease. What happened Mrs J says her home, fencing and other items ... (3 pages)View decision -
Decision Reference DRN-4769270
25 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4769270 The complaint Mr A is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel job scam. He says he received a WhatsApp message from someone offering what he believed to be a genuine empl... (9 pages)View decision
