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 357004 results
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Decision Reference DRN-4650133
23 May 2024 Covea Insurance plc UpheldInsuranceDRN-4650133 The complaint Mr and Mrs J complain Covea Insurance Plc unfairly declined their home insurance claim. Covea’s been represented by an agent for the claim and complaint. For simplicity I’ve generally referred to the agents’ actions as being Covea’s own. What happened In January 2... (4 pages)View decision -
Decision Reference DRN-4810649
23 May 2024 Vitality Health Limited Not upheldInsuranceDRN-4810649 The complaint Mr H complains because Vitality Health Limited declined a claim for treatment and applied a retrospective exclusion to his private medical insurance policy. What happened Mr H held a private medical insurance policy, underwritten by Vitality. The policy was taken ... (4 pages)View decision -
Decision Reference DRN-4786956
23 May 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4786956 The complaint Miss J complains that NewDay Ltd, who I’ll call NewDay, were unreasonable to report a missed payment to the credit reference agencies while she was on a payment holiday. What happened In March 2023 NewDay wrote to Miss J to advise her that she’d missed a payment o... (2 pages)View decision -
Decision Reference DRN-4789856
23 May 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4789856 The complaint Mrs B and Mrs C are unhappy that Great Lakes Insurance UK limited (Great Lakes) declined their travel insurance claim. Any reference to Great Lakes includes all its agents. What happened On 7 July 2023, Mrs B and Mrs C took out a single trip travel insurance polic... (4 pages)View decision -
Decision Reference DRN-4813590
23 May 2024 U K Insurance Limited UpheldInsuranceDRN-4813590 The complaint Mr S complains that UK Insurance Limited (trading as Direct Line) didn’t notify him that it had decided not to automatically renew his commercial van insurance policy. What happened Mr S took out van insurance with Direct Line in April 2021 and his policy was auto... (3 pages)View decision -
Decision Reference DRN-4782944
23 May 2024 Barclays Bank Plc Not upheldInvestmentsDRN-4782944 The complaint Mr P has complained about a lack of information from Barclays Bank Plc (‘Barclays’). He held an investment in an Individual Savings Account (‘ISA’), but this investment was delisted. Mr P says this caused him a financial loss, and the loss of some of his ISA eligi... (4 pages)View decision -
Decision Reference DRN-4695208
23 May 2024 U K Insurance Limited Not upheldInsuranceDRN-4695208 The complaint Mrs P has complained that U K Insurance Limited trading as Direct Line (UKI) hasn’t recovered her policy excess from a third-party insurer after her property was damaged by an escape of water from a property above hers. What happened The details of this complaint ... (2 pages)View decision -
Decision Reference DRN-4778488
23 May 2024 ReAssure Limited Not upheldInsuranceDRN-4778488 The complaint Mrs T complains that ReAssure Limited refused to pay hospital cash benefit under her WellWoman policy after she had some medical appointments. What happened Mrs T holds a WellWoman policy with ReAssure. She had several medical appointments in August 2022, and then... (2 pages)View decision -
Decision Reference DRN-4806205
23 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4806205 The complaint Mr M complains that Bank of Scotland plc has not offered him appropriate support or treated him fairly while he experienced financial difficulty. What happened In 2007, Mr M took out a mortgage with Bank of Scotland on an interest only basis over a term of 20 year... (5 pages)View decision -
Decision Reference DRN-4787164
23 May 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-4787164 Complaint Mrs K has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She says credit card as well as the limit increase were irresponsibly provided. Background Vanquis provided Mrs K with a credit card with an initial limit of £250 in May 2022. M... (3 pages)View decision
