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 364862 results
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Decision Reference DRN-5217397
3 Feb 2025 Adrian Flux Insurance Services Group UpheldInsuranceDRN-5217397 The complaint Mr J complains about the way Adrian Flux Insurance Services Group (“AFIS”) administered his motor insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr J took out a motor insurance policy with AFIS, an ind... (4 pages)View decision -
Decision Reference DRN-5304137
3 Feb 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5304137 The complaint Ms N complains that Phoenix Life Limited has incorrectly cancelled a direct debit instruction used to collect monthly contributions for a pension plan that she holds with the firm. What happened I issued a provisional decision on this complaint in December 2024... (4 pages)View decision -
Decision Reference DRN-5303926
3 Feb 2025 Amtrust Europe Limited UpheldInsuranceDRN-5303926 The complaint Mrs H and Mr H complain that Amtrust Europe Limited have declined their claim for subsidence and applied a retrospective exclusion to their policy. What happened Mrs H and Mr H have held a buildings and contents policy with AEL since 2016 for a property that th... (5 pages)View decision -
Decision Reference DRN-5244870
3 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5244870 The complaint Mr A complains about how Aviva Insurance Limited handled a claim made on his motor insurance policy. What happened Mr A’s car was damaged in an incident, and he made a claim on his policy. Aviva took his car for repairs, but it took two months for these to be ... (2 pages)View decision -
Decision Reference DRN-5248380
3 Feb 2025 Plata Finance Limited UpheldConsumer CreditDRN-5248380 The complaint Mr S complains that Plata Finance Limited, lent to him irresponsibly and without carrying out proper affordability checks. What happened In June 2024 Plata approved a loan of £7,500 for Mr S, which was scheduled to be repaid at just over £225 per month over a t... (4 pages)View decision -
Decision Reference DRN-4788818
3 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4788818 The complaint Miss B is unhappy that Santander UK Plc (“Santander”) won’t refund her in full after she was a victim of a third-party scam. What happened The background to this complaint is well known to both parties. But briefly Miss B fell victim to a vehicle purchase scam... (4 pages)View decision -
Decision Reference DRN-5249669
3 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5249669 The complaint Mr and Mrs D complain that esure Insurance Limited declined a claim they made under their home insurance policy. Reference to Mrs D includes her representative. What happened I’ll summarise what I consider to be the keys aspects of the background: Mr D got... (4 pages)View decision -
Decision Reference DRN-5120865
3 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5120865 The complaint Mrs M complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Mrs M says that she received information from a recruiter about a job role with a company I’ll call R in this decision. She then recei... (5 pages)View decision -
Decision Reference DRN-5037205
3 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5037205 The complaint Ms J complains that Barclays Bank UK PLC made a payment to a third party and added it to the balance of her mortgage. What happened In 2007, Ms J took out a mortgage with Barclays to buy a shared ownership property. A housing association retained ownership of a... (5 pages)View decision -
Decision Reference DRN-5207215
3 Feb 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5207215 The complaint Mr W complains about the way Accelerant Insurance Europe SA/NV UK Branch handled a claim he made on his home insurance policy. What happened In November 2021 Mr W made a claim for damage caused by a leak in his property. Accelerant accepted the claim and it was... (3 pages)View decision
