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 118878 results
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Decision Reference DRN-3125870
11 May 2022 BUPA Insurance Limited UpheldInsuranceDRN-3125870 The complaint Miss S complained about BUPA Insurance Limited’s settlement of her private medical insurance claim and about how it handled her claim. What happened On 14 October 2020 Miss S contacted BUPA to make a claim as she needed a MRI scan. BUPA confirmed she would be cove... (3 pages)View decision -
Decision Reference DRN-3435063
11 May 2022 Lex Autolease Ltd UpheldConsumer CreditDRN-3435063 The complaint Mr D complains that a car that was supplied to him under a hire agreement with Lex Autolease Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint last month in which I described what had happened as follows: “A ne... (5 pages)View decision -
Decision Reference DRN-3238596
11 May 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3238596 The complaint Mr W complains that The Royal Bank of Scotland Plc (RBS) continued to report a debt on his credit file despite it being included within an Individual Voluntary Arrangement (IVA) that was settled in July 2020. What happened Mr W entered into an IVA in 2018. This wa... (3 pages)View decision -
Decision Reference DRN-3471506
11 May 2022 AWP P&C SA UpheldInsuranceDRN-3471506 The complaint Miss S says she received poor service when she made a claim on the motor breakdown and recovery policy she had with AWP P&C SA. What happened Miss S called for assistance on 15 October 2020. Her car was recovered, and she spoke to the garage it was to be taken... (4 pages)View decision -
Decision Reference DRN-3457058
11 May 2022 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3457058 The complaint Mr C complains that Bank of Scotland plc (“Bank of Scotland”) blocked an authorised card on his account and did not notify him. This meant that when the cardholder came to use the card, they were unable to complete the transaction and they lost out on an opportuni... (2 pages)View decision -
Decision Reference DRN-3436062
11 May 2022 U K Insurance Limited UpheldInsuranceDRN-3436062 The complaint Mrs X complains about the service she received when she made a claim on her Home Emergency insurance policy held with U K Insurance Limited (UKI). What happened Mrs X called on 9 July 2021 to make a claim under her UKI home emergency cover due to what she thought ... (2 pages)View decision -
Decision Reference DRN-3381623
11 May 2022 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-3381623 The complaint Ms P says AvantCredit of UK, LLC irresponsibly lent to her. What happened This complaint is about a loan provided by AvantCredit for £1800 to Ms P in January 2016. Our investigator upheld Ms P’s complaint and thought AvantCredit shouldn’t have been given the loan.... (3 pages)View decision -
Decision Reference DRN-3426039
11 May 2022 Bastion Insurance Co. Ltd UpheldInsuranceDRN-3426039 The complaint Mr R’s complaint is about the cost of a ‘lifetime’ pet insurance policy with Bastion Insurance Co. Ltd. What happened Mr R took out a ‘lifetime’ pet insurance policy with Bastion over the phone, starting in July 2018 at a cost of £21.18 per month. ... (3 pages)View decision -
Decision Reference DRN-3405559
11 May 2022 Fairmead Insurance Limited UpheldInsuranceDRN-3405559 The complaint Mr P complains about his insurer, Fairmead Insurance Limited (Fairmead). His complaint is about Fairmead’s decision to resurface only the part of his drive dug up to investigate and fix a leak (not to resurface the whole drive). Fairmead use agents to administer t... (3 pages)View decision -
Decision Reference DRN-3391236
11 May 2022 Great Lakes Insurance SE UpheldInsuranceDRN-3391236 The complaint Mr T complains about Great Lakes Insurance SE’s decision to decline cover for a claim he made for subsidence on a home insurance policy. What happened Mr T insured his home with Great Lakes. In 2018, shortly after buying the property, he noticed cracks and informe... (3 pages)View decision
