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-5267925
17 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5267925 The complaint Mrs B complains Aviva Insurance Limited has provided an unfair settlement offer following a claim she’s made on her buildings insurance policy for damage to her conservatory. What happened The background to this complaint is well known to the parties so I’ve pr... (3 pages)View decision -
Decision Reference DRN-5228268
17 Jan 2025 esure Insurance Limited Not upheldInsuranceDRN-5228268 The complaint Mr D and Miss K’s complaint is about the rejection of a claim under a household buildings and contents insurance policy with esure Insurance Limited. Miss K has been the main correspondent on the complaint, so I will refer to her throughout. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-5266900
17 Jan 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5266900 The complaint The estate of Mr B has complained about a transfer of the late Mr B’s Scottish Equitable Plc trading as Aegon (‘Aegon’) pension policy to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in Malta in October 2014. Mr B’s QROPS was subsequently used to i... (10 pages)View decision -
Decision Reference DRN-5244259
17 Jan 2025 QBE UK Limited UpheldInsuranceDRN-5244259 The complaint Mr J complains that QBE UK Limited has unfairly declined to repair damage to his car following a breakdown. He feels this should be covered under his motor warranty policy. What happened Mr J purchased a second-hand car from a local dealership in March 2022. He... (3 pages)View decision -
Decision Reference DRN-5228960
17 Jan 2025 Rathbones Investment Management Limited UpheldPensions and AnnuitiesDRN-5228960 The complaint Mrs D has complained that Rathbones Investment Management Limited (Rathbones) has charged her fees for financial planning services, but that she hasn’t received this service. Mrs D has also said that the communication she’s received from Rathbones has been uncl... (12 pages)View decision -
Decision Reference DRN-5213600
17 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5213600 The complaint Miss M complains NewDay Ltd trading as Aqua irresponsibly lent to her. Miss M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss M her... (5 pages)View decision -
Decision Reference DRN-5210188
17 Jan 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5210188 The complaint Miss G is unhappy with the service she received from Accredited Insurance (Europe) Limited (AIL) when she claimed under her home emergency policy. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are ... (4 pages)View decision -
Decision Reference DRN-5232560
17 Jan 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5232560 The complaint Mr and Mrs D have complained about Lloyds Bank General Insurance (Lloyds)’s decision to reject a claim they made for storm damage under their home buildings insurance policy. What happened In March 2024 Mr and Mrs D made a claim to Lloyds for water damage from ... (3 pages)View decision -
Decision Reference DRN-5169591
17 Jan 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5169591 The complaint Miss P complains that Specialist Motor Finance Limited (SMFL) was irresponsible in its lending to her. She wants all interest and charges she has paid under her hire purchase agreement refunded along with 8% simple interest and any adverse information removed f... (3 pages)View decision -
Decision Reference DRN-4896608
17 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4896608 The complaint Mr L complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background of this... (3 pages)View decision
