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 364422 results
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Decision Reference DRN-5154200
4 Dec 2024 One Insurance Limited UpheldInsuranceDRN-5154200 The complaint Mr G complains that One Insurance Limited (“One”) mishandled his claim on a motor insurance policy. What happened The subject matter of Mr G’s claim and complaint is a car, made by a premium-brand car maker with a large petrol engine and first registered in 20... (5 pages)View decision -
Decision Reference DRN-5013742
4 Dec 2024 Forester Life Limited Not upheldInvestmentsDRN-5013742 The complaint Mr C is unhappy with Forester Life Ltd trading as Foresters Financial. Mr C’s Child Trust Fund (CTF) had matured as he had passed his 18 th birthday. Mr C wanted to move his money elsewhere. But several attempts had to be made with various different banking arr... (5 pages)View decision -
Decision Reference DRN-5188583
4 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5188583 The complaint Mrs I complains that Revolut Ltd hasn’t protected her from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs I has explained that in Septem... (7 pages)View decision -
Decision Reference DRN-5079817
4 Dec 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5079817 The complaint Mr T complains that Accredited Insurance (Europe) Ltd treated him unfairly when he contacted them to make a claim on his home insurance policy. For ease of reading, references to Accredited include their claims handlers. What happened Mr T contacted Accredite... (3 pages)View decision -
Decision Reference DRN-5147986
4 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5147986 The complaint Miss M is unhappy with the service provided by AXA Insurance plc (AXA) following a claim made on her home insurance policy. AXA is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the claim. AXA has acc... (4 pages)View decision -
Decision Reference DRN-4808473
4 Dec 2024 Best Practice IFA Group Limited Not upheldInvestmentsDRN-4808473 The complaint Mr and Mrs T complain about the service they’ve received from Best Practice IFA Group Limited (BPIGL). They’re unhappy with the lack of contact when their investments fell in value. What happened Mr and Mrs T were clients of a firm that was an appointed represe... (3 pages)View decision -
Decision Reference DRN-5114386
4 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5114386 The complaint Mr M and Mrs M have complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a home insurance policy. References to Aviva include companies acting on its behalf. What happened Mr M and Mrs M contacted Aviva to make a claim for storm damag... (3 pages)View decision -
Decision Reference DRN-5148970
4 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5148970 The complaint Mr H and Mrs S complain about UK Insurance Limited (‘UKI’)’s offer to repair a damaged ring under a home insurance claim. Both Mr H and Mrs S are named policyholders on their UKI policy, so any claim or complaint is brought by them both. But for simplicity, and... (3 pages)View decision -
Decision Reference DRN-5188762
4 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5188762 The complaint Mrs V is unhappy that Revolut Ltd (“Revolut”) won’t refund the money she lost as part of an HMRC impersonation scam. What happened Mrs V says she was contacted by someone using a spoofed number claiming to be from HMRC. She says she was told that she had unpai... (8 pages)View decision -
Decision Reference DRN-5188391
4 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5188391 The complaint Miss A complains Monzo Bank Ltd registered a fraud marker at CIFAS, the national fraud database. She doesn’t think it’s done so fairly. What happened I issued a provisional decision on this case, inviting both parties to let me have any further comments before... (5 pages)View decision
