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 363925 results
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Decision Reference DRN-5146546
4 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5146546 The complaint Mrs C complains esure Insurance Limited (esure) unfairly declined to settle her claim on her motor insurance policy. There are several parties and representatives of esure involved throughout the complaint but for the purposes of this complaint I’m only going ... (2 pages)View decision -
Decision Reference DRN-4677613
4 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4677613 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In May 2023, Mr B was looking to invest and found an advertisement on social media. Two celebrities were recommending a platform with a com... (4 pages)View decision -
Decision Reference DRN-5187642
3 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5187642 The complaint Mr G and Miss G complain that Royal & Sun Alliance Insurance Limited (“RSA”) carried out substandard repairs, caused damage to their property and provided poor customer service when they made a claim under their home insurance policy. Any references to RSA ... (4 pages)View decision -
Decision Reference DRN-5016685
3 Dec 2024 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5016685 The complaint Mr G complains that MotoNovo Finance Limited took his final payment under his PCP agreement and then wrote to him several months later to advise him that there was an outstanding balance. What happened Mr G was supplied with a motorbike and entered into a finan... (2 pages)View decision -
Decision Reference DRN-5177540
3 Dec 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5177540 The complaint 1. Mr W is complaining about the way Ageas Insurance Limited has handled a claim he made on his commercial property insurance policy. 2. Mr W has been largely represented by a loss assessor in the latter part of the claim. Also, Ageas has used a loss adjustor t... (3 pages)View decision -
Decision Reference DRN-4364993
3 Dec 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4364993 The complaint S a limited company complains that Zempler Bank Limited (trading as Cashplus Bank) blocked and closed its account. And sent its remaining balance back to source. S’s complaint has been brought to our service by its director, Mr H. What happened S had an accou... (5 pages)View decision -
Decision Reference DRN-4919870
3 Dec 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4919870 The complaint Miss H complains about the way in which Tesco Personal Finance PLC trading as Tesco Bank handled her disputed transaction claim. What happened Miss H engaged a drainage company to carry out work at her property and paid using her Tesco credit card. The total co... (3 pages)View decision -
Decision Reference DRN-5181852
3 Dec 2024 Covea Insurance plc Not upheldInsuranceDRN-5181852 The complaint Ms M is complaining Covea Insurance plc has declined a claim she made on her commercial property insurance policy. Ms M has largely been represented by another individual in the handling of this complaint. But for ease of reference I shall refer to anything sai... (3 pages)View decision -
Decision Reference DRN-5146314
3 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5146314 The complaint Mr T complains, on behalf of a Limited company (‘T’), about how Aviva Insurance Limited responded to a commercial property insurance claim. T used a broker to make his claim and initial complaint. The broker communicated with Aviva, on T’s behalf. Any reference... (4 pages)View decision -
Decision Reference DRN-5150451
3 Dec 2024 MBNA Limited Not upheldInsuranceDRN-5150451 The complaint Ms B complains that MBNA Limited completed a home insurance application and took a premium from her bank account without her consent. What happened In December 2023, Ms B received home insurance renewal documents from MBNA. She was surprised as she had home ins... (2 pages)View decision
