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 365360 results
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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 -
Decision Reference DRN-5253543
3 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5253543 The complaint Mr and Mrs F have complained that Admiral Insurance (Gibraltar) Limited (‘Gibraltar’) declined their claim for storm damage under their home insurance policy. For the avoidance of doubt, the term ‘Admiral’ also includes its agents and representatives for the pu... (4 pages)View decision -
Decision Reference DRN-5302755
3 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5302755 The complaint Mr R complains, through a representative, that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducer and selected investment when it accepted his se... (33 pages)View decision
