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 342791 results
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Decision Reference DRN-4756082
3 Jul 2024 Western Provident Association Limited Not upheldInsuranceDRN-4756082 The complaint Mr V complains about the way Western Provident Association Limited (WPA) handled a claim he made on a Flexible Health Elite private medical insurance policy. Mr V is represented by Mr V1. What happened Mr V holds a personal private medical insurance policy. On 28 ... (3 pages)View decision -
Decision Reference DRN-4782780
3 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4782780 The complaint Mrs B complains that National Westminster Bank Plc are asking her to repay a debt which her son has incurred. What happened Mrs B says that she doesn’t have access to a joint account she is named on with her son with NatWest, which was set up around 15 years ago. ... (3 pages)View decision -
Decision Reference DRN-4772081
3 Jul 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4772081 The complaint Mr M complains about how AA Underwriting Insurance Company Limited (“AA”) handled a claim under his car insurance policy. What happened Mr M had a motor insurance policy with AA covering his car. His car suffered damage in June 2023 when a third-party driver rever... (2 pages)View decision -
Decision Reference DRN-4840638
3 Jul 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-4840638 The complaint Ms L has complained that Casualty & General Insurance Company (Europe) Ltd (“C & G”) has unfairly increased her pet insurance premiums. What happened In November 2022, Ms L took out the policy with C & G for her cat. It’s a lifetime policy which is ren... (4 pages)View decision -
Decision Reference DRN-4885472
3 Jul 2024 Volvo Car UK Limited UpheldConsumer CreditDRN-4885472 The complaint Mrs M complains about the charges Volvo Car UK Limited (“Volvo”) applied when she returned a car after her hire agreement ended. What happened Mrs M entered into a hire agreement in January 2022. She ended the agreement August 2023 and Mrs M returned the car. She ... (4 pages)View decision -
Decision Reference DRN-4852883
3 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4852883 The complaint Mr M and Mrs K complain Bank of Scotland plc trading as Halifax won’t pay back money stolen from them. What happened Mrs K says that she’s been on medication for poor mental health since 2000 but that her situation has improved in recent years. She says that when ... (3 pages)View decision -
Decision Reference DRN-4837389
3 Jul 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4837389 The complaint Mr G complains that National Westminster Bank Plc (NatWest) is holding him responsible for the debt on a loan he says he didn’t apply for. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, ... (3 pages)View decision -
Decision Reference DRN-4767034
3 Jul 2024 First Complete Ltd UpheldMortgagesDRN-4767034 The complaint Mr and Mrs B complain about the misinformation they got from First Complete Ltd trading as PRIMIS Mortgage Network about the amount they owed on their mortgage. They say this left them with a deficit ahead of their completion and they had to use their own savings ... (3 pages)View decision -
Decision Reference DRN-4740380
3 Jul 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4740380 The Complaint Mr L and Miss O are unhappy with the decision made by AA Underwriting Insurance Company Limited (AA) following a claim for accidental damage to their swimming pool. Mr L and Miss O are both parties to this complaint. Mr L has primarily dealt with this service. For... (3 pages)View decision -
Decision Reference DRN-4749966
3 Jul 2024 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4749966 The complaint Mr S is unhappy with how American Express Services Europe Limited (AESEL) handled his request to raise a dispute on his credit card account. What happened In December 2023, Mr S made a purchase totalling £1,499. This was for goods he says were due to be delivered ... (3 pages)View decision