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 360264 results
-
Decision Reference DRN-4983761
28 Nov 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4983761 The complaint Miss C and Mr W complain about the valuation conducted on behalf of Bank of Scotland plc trading as Halifax on their property. What happened Miss C and Mr W have a property and a mortgage with Halifax. They applied for additional borrowing. Halifax engaged a su... (2 pages)View decision -
Decision Reference DRN-4986869
28 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4986869 The complaint Mr and Mrs R complain that Aviva Insurance Limited (“Aviva”) unfairly declined a claim for malicious damage under their home insurance policy. They want Aviva to accept and settle the claim. Mr and Mrs R are both policyholders but si... (3 pages)View decision -
Decision Reference DRN-5036604
28 Nov 2024 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5036604 The complaint Ms S is unhappy that Aviva Life & Pensions UK Limited declined a claim made on a group income protection insurance policy. What happened Ms S has the benefit of a group income protection insurance policy through her employer (‘the policy’). Subject to the... (3 pages)View decision -
Decision Reference DRN-5175853
28 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5175853 The complaint Miss Z1 and Miss Z2 complain about Advantage Insurance Company Limited’s handling of their claim for storm damage, under a home insurance policy. Advantage has been represented by its agents under the claim. All references to Advantage include its agents. What ... (5 pages)View decision -
Decision Reference DRN-5137756
28 Nov 2024 Apfin Ltd Not upheldConsumer CreditDRN-5137756 The complaint Mr M complains APFIN LTD trading as cashasap.co.uk (“Apfin”) provided him with a loan while he had credit card debt and four other outstanding loans. What happened Mr M was granted one loan on 23 February 2024 for £400. Mr M was due to make six monthly payment... (3 pages)View decision -
Decision Reference DRN-5123162
28 Nov 2024 BUPA Insurance Limited Not upheldInsuranceDRN-5123162 The complaint Miss L and Mr Y complain about the way BUPA Insurance Limited has handled claims they made on a personal private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I t... (4 pages)View decision -
Decision Reference DRN-5104182
28 Nov 2024 Covea Insurance plc UpheldInsuranceDRN-5104182 The complaint Mr S has complained about the way his claim under his Property Owners insurance policy with Covea Insurance plc for damage to his holiday home has been handled. Any reference to Covea includes its agents. What happened Mr S’s holiday home was damaged by a fire ... (2 pages)View decision -
Decision Reference DRN-5167458
28 Nov 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5167458 The complaint Mr M complains through a representative that STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t carry out proportionate checks before lending and had it done so it would’ve seen the agreement wasn’t affordable. What happened In January 2019, Startline provid... (3 pages)View decision -
Decision Reference DRN-5176230
28 Nov 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5176230 The complaint Mrs E is complaining about the way Creation Consumer Finance Ltd (Creation) administered certain aspects of her running credit account. Mrs E has brought the complaint to us together with a representative, but for ease I’ll write as if we’ve dealt directly with... (3 pages)View decision -
Decision Reference DRN-5075825
28 Nov 2024 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5075825 The complaint Mr and Mrs P complain that they made overpayments to their account, but The Mortgage Works (UK) Plc has not adjusted their account to reflect these. What happened Mr and Mrs P complain about how TMW administered two buy to let interest-only mortgages. The compl... (4 pages)View decision
