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 360264 results
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Decision Reference DRN-4821517
19 Nov 2024 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-4821517 The complaint Mr and Mrs K complain Al Rayan Bank PLC didn’t do enough to protect them when they fell victim to an investment scam. What happened Mr and Mrs K have a joint account with Al Rayan Bank and accounts elsewhere too. Mr K says he was looking to invest when he was i... (2 pages)View decision -
Decision Reference DRN-5155963
19 Nov 2024 International General Insurance Company (UK) Ltd UpheldInsuranceDRN-5155963 The complaint Mr B complains about International General Insurance Company (UK) Ltd’s (‘IGIC’s’) handling of a claim made under his latent defects building warranty. Any reference to IGIC includes the actions of its agents. What happened Mr B holds a ten-year building warr... (3 pages)View decision -
Decision Reference DRN-5156333
19 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5156333 The complaint Mr I has complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim under a home insurance policy. What happened Mr I contacted RSA to make a claim for storm damage to his home. RSA sent a surveyor to assess the damage. It then ... (4 pages)View decision -
Decision Reference DRN-5019740
19 Nov 2024 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5019740 The complaint Mr H is unhappy that Hyundai Capital UK Limited trading as Kia Motors Finance (Hyundai) charged him more than he had been told by the supplying dealer when he sought to settle his hire purchase agreement early. What happened In February 2024 Mr H was supplied w... (3 pages)View decision -
Decision Reference DRN-5157107
19 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5157107 The complaint Miss E has complained that Monzo Bank Ltd registered a fraud marker against her. What happened In early 2024, Miss E received and passed on funds which were later reported to have come from fraud. In response to their initial questions, Miss E told Monzo she’d ... (3 pages)View decision -
Decision Reference DRN-5068608
19 Nov 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5068608 The complaint Mr and Mrs B are unhappy that Inter Partner Assistance SA (IPA) has declined their travel insurance claim and with how it’s handled the claim. Any reference to IPA includes all its agents. What happened Mr and Mrs B took out an annual travel insurance policy in... (2 pages)View decision -
Decision Reference DRN-4940507
19 Nov 2024 Coventry Building Society Not upheldMortgagesDRN-4940507 The complaint Miss M’s complaint is against Coventry Building Society (CBS). Miss M says CBS registered a fraud marker against her as a result of false information provided to it during the course of a mortgage application. Miss M says that she had no knowledge of any mortga... (3 pages)View decision -
Decision Reference DRN-4940475
19 Nov 2024 First Complete Ltd Not upheldMortgagesDRN-4940475 The complaint Miss M’s complaint arises out of a mortgage application made on her behalf by a representative of First Complete Ltd trading as PRIMIS Mortgage Network (and referred to here as First Complete). The application did not proceed and fraud markers were registered a... (6 pages)View decision -
Decision Reference DRN-5015190
19 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5015190 The complaint Miss B and Mr I complain Royal & Sun Alliance Insurance Limited handled their home insurance claim poorly. What happened In February 2024 Miss B and Mr I’s home and contents were damaged following a fire in a neighbouring property. They claimed for the los... (3 pages)View decision -
Decision Reference DRN-5156716
19 Nov 2024 Wakam UpheldInsuranceDRN-5156716 The complaint Mr B complains that Wakam didn’t renew his commercial van insurance policy and as a result, he had to buy cover at short notice elsewhere and lost earnings. What happened Mr B had a commercial van insurance policy which covered him using his van for his busine... (5 pages)View decision
