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 366350 results
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Decision Reference DRN-5122766
27 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5122766 The complaint Mr P complains about how U K Insurance Limited trading as Churchill (“UKI”) handled a claim under his motor insurance policy. What happened Mr P had a motor insurance policy with UKI covering his car. In September 2022 his car was parked at the side of a road w... (3 pages)View decision -
Decision Reference DRN-5176975
27 Jan 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5176975 The complaint Mr A complains that Tesco Personal Finance PLC trading as Tesco Bank declined his application for a loan. He wants his application accepted. What happened Mr A applied for a £15,000 personal loan in August 2024 repayable over 10 years. Mr A says he had a job, m... (2 pages)View decision -
Decision Reference DRN-5137601
27 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5137601 The complaint Mr H has complained Lloyds Bank plc, trading as MBNA, is asking him to repay a personal loan he didn’t take out. What happened In 2024, Mr H fell for a scam. After seeing an advert on social media endorsed by a well- known individual about investment opportunit... (3 pages)View decision -
Decision Reference DRN-5273695
27 Jan 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5273695 The complaint Mrs T has complained about the way Evolution Insurance Company Limited (‘Evolution’) dealt with a claim she wanted to make on her home care policy after her boiler stopped working. Where I refer to Evolution, this includes the actions of its agents and claims ... (3 pages)View decision -
Decision Reference DRN-5246733
27 Jan 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5246733 The complaint Mr D complains about the increase to the cost of his private medical insurance policy with BUPA Insurance Limited (‘Bupa’). He’s also unhappy with the service he received from Bupa after contacting it to discuss the increased premium. What happened In 2024, Mr... (2 pages)View decision -
Decision Reference DRN-5288072
27 Jan 2025 AJ Bell Management Limited UpheldInvestmentsDRN-5288072 The complaint Mr T complains that AJ Bell Management Limited (“AJ Bell”) provided him with misleading information regarding a sell order he placed in his Self-Invested Personal Pension “SIPP”). What happened Mr T holds a SIPP with AJ Bell. He placed a sell order at 4:48am on... (4 pages)View decision -
Decision Reference DRN-5190865
27 Jan 2025 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5190865 The complaint Mr N complains that Zilch Technology Limited has not removed negative information from his credit file and his account remains open. What happened Mr N says that Zilch agreed to the above as a result of a previous complaint with this service. He says that, alt... (2 pages)View decision -
Decision Reference DRN-5028847
27 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5028847 The complaint Mr and Mrs B complain about the way AXA Insurance UK Plc has handled a claim they made under their home insurance policy. Mr B has primarily dealt with the complaint so, for ease of reading, I’ll mostly refer to him. What happened The circumstances aren’t in ... (5 pages)View decision -
Decision Reference DRN-5208596
27 Jan 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5208596 The complaint Ms F is unhappy that Inter Partner Assistance SA (IPA) declined a claim made on her annual, multi-trip, ‘standard’ travel insurance policy. All reference to IPA includes its agents. What happened The details of this complaint are well known to both parties, s... (3 pages)View decision -
Decision Reference DRN-5288016
27 Jan 2025 Brightside Insurance Services Limited UpheldInsuranceDRN-5288016 The complaint Mr B and Mrs B complain about Brightside Insurance Services Limited (“BISL”) and the way their home insurance premium renewal, and cancellation, was handled. Mr B has acted as the main representative during the claim and complaint process. So, for ease of refer... (4 pages)View decision
