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 367928 results
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Decision Reference DRN-5352503
26 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5352503 The complaint Mrs S complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Mrs S applied for a Vanquis credit card in August 2014. In her application, Mrs S said she was emp... (3 pages)View decision -
Decision Reference DRN-5391923
26 Mar 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5391923 The complaint Mrs S complains that AA Underwriting Insurance Company Limited avoided her policy (treated it like it never existed) and refused to pay her claim. What happened Mrs S took out a motor insurance policy with AA through gocompare.com. Several months later she mad... (2 pages)View decision -
Decision Reference DRN-5356319
26 Mar 2025 Monarch Financial Services Ltd Not upheldMortgagesDRN-5356319 The complaint Mr K and Mr V have complained that in 2022, rather than the five-year fixed rate mortgage they wanted, Merchant City Mortgages Ltd (at the time an appointed representative of Monarch Financial Services Ltd, and referred to here as Monarch) applied for a two-yea... (4 pages)View decision -
Decision Reference DRN-4771084
26 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4771084 The complaint Miss N complains that Bank of Scotland plc (“BoS”) won’t refund money she lost when she fell victim to an investment scam. Miss N is being represented by a claims management company in this complaint. What happened The detailed background to this complaint is... (4 pages)View decision -
Decision Reference DRN-4873560
26 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-4873560 The complaint Mr F is unhappy about how Tesco Personal Finance Limited handled his disputes for transactions made using his Tesco credit card account. What happened Mr F used his credit card account to pay to book a stay in “Apartment 1” between 18 and 21 March 2024. The boo... (3 pages)View decision -
Decision Reference DRN-5375880
26 Mar 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5375880 The complaint Mr D and Mrs D complain that Highway Insurance Company Limited (Highway) acted unfairly by avoiding their buildings insurance policy and refused to pay their claim. What happened Mr D and Mrs D had placed their buildings insurance via a broker (who I’ll refer t... (3 pages)View decision -
Decision Reference DRN-5411892
26 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceThe complaint X complains that Liverpool Victoria Insurance Company accepted liability on their behalf without proper consideration of the situation. What happened In March 2024 X was notified by LV that they had received a claim from another insurer who alleged that they had been involved... (3 pages)View decision -
Decision Reference DRN-5400262
26 Mar 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5400262 The complaint Mr G says Aviva Life & Pensions UK Limited (Aviva) was responsible for mishandling his request to surrender two of his personal pensions. He says this has resulted in him paying too much tax. What happened Mr G was a serving prisoner. He needed to pay the C... (6 pages)View decision -
Decision Reference DRN-5311408
26 Mar 2025 BUPA Insurance Limited UpheldInsuranceDRN-5311408 The complaint Mr L complains about BUPA Insurance Limited’s decision on a claim under his private health insurance policy. What happened Mr L holds a private health insurance policy through his employer, provided by Bupa. Mr L had surgery in April 2023, and physiotherapy f... (4 pages)View decision -
Decision Reference DRN-5361813
26 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5361813 The complaint Mr D complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr D applied for a Vanquis credit card in January 2023. In his application, Mr D said he was employed with an income of £42,000 a year which... (3 pages)View decision
