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 360982 results
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Decision Reference DRN-4691845
29 Nov 2024 Spreadex Limited UpheldInvestmentsDRN-4691845 The complaint Mr R complains that Spreadex Limited allowed him to spread-bet when it knew or should’ve known he had a gambling addiction. This caused him to suffer significant financial losses. What happened In April 2021 Mr R opened a fixed odds betting account and a spread-... (23 pages)View decision -
Decision Reference DRN-5179552
29 Nov 2024 Protector Insurance UK UpheldInsuranceDRN-5179552 The complaint Mr C complains about Protector Insurance UK’s handling of his buildings insurance claim. He feels Protector have unfairly declined the claim. All references to Protector also include its appointed agents. What happened The details of this complaint are well kno... (5 pages)View decision -
Decision Reference DRN-5082270
29 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5082270 The complaint Mr B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name, as well as closing his account. What happened In March 2024 Mr B was told by Monzo that they were closing his account. They also lodged a fraud-... (2 pages)View decision -
Decision Reference DRN-5112316
29 Nov 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5112316 The complaint Mr G and Miss S have complained about Liverpool Victoria Insurance Company Limited (LV)’s decision to reject a claim they made for storm damage under their home and buildings insurance policy. What happened In December 2023, a gable end wall to Mr G and Miss S’... (3 pages)View decision -
Decision Reference DRN-5179313
29 Nov 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5179313 The complaint Mr and Mrs M complain about the service they received from Advantage Insurance Company Limited (Advantage) when they tried to arrange a quote on their car insurance policy. What happened Mrs M held car insurance through Advantage. To benefit from the multicar ... (2 pages)View decision -
Decision Reference DRN-5141691
29 Nov 2024 AXA Insurance Plc Not upheldInsuranceDRN-5141691 The complaint Mr W complains that AXA Insurance Plc mishandled two claims on his motor insurance policy. What happened In August 2021 and June 2022, Mr W had a vehicle insured on a comprehensive policy with AXA. Unfortunately, he reported that on 25 August 2021, a third pa... (3 pages)View decision -
Decision Reference DRN-4798948
29 Nov 2024 Ageas Insurance Limited UpheldInsuranceDRN-4798948 The complaint Mrs and Mr N complain about Ageas Insurance Limited (Ageas) decision to decline their subsidence claim on their home insurance policy. What happened The background of this complaint is well known to both parties, so I’ve summarised the key points: Mrs and Mr... (2 pages)View decision -
Decision Reference DRN-4842949
29 Nov 2024 Connells Limited UpheldMortgagesDRN-4842949 The complaint Mr U has complained about the service he received when he applied for a mortgage through Sequence (UK) Limited, which is an appointed representative of Connells Limited. He says he was a vulnerable customer, and he was pressured into buying a property at auctio... (5 pages)View decision -
Decision Reference DRN-5178270
29 Nov 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5178270 The complaint Mrs K’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Mrs K feels that C&G treated her unfairly and wants them to pay her claim. What happened Mrs K too... (4 pages)View decision -
Decision Reference DRN-4881085
29 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4881085 The complaint Miss E complains that Santander UK Plc won’t reimburse her the money she says she lost to a scam. What happened Miss E was looking for a tradesperson to update a bathroom. She made contact with a company (which I’ll refer to as C) through a well-known recommen... (4 pages)View decision
