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 120799 results
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Decision Reference DRN-4835725
5 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4835725 The complaint Mr and Mrs B have complained about the way Admiral Insurance (Gibraltar) Limited handled a claim for damage to their car under Mrs B’s car insurance policy. Mr B is a named driver on the policy. What happened Mr and Mrs B’s car was damaged when it was driven over ... (4 pages)View decision -
Decision Reference DRN-4799422
5 Jun 2024 TenetConnect Limited UpheldPensions and AnnuitiesDRN-4799422 The complaint Mr D’s complaint is about the poor quality and lack of service provided by TenetConnect Limited. What happened I issued my provisional decision on this complaint on 2 May 2024. The background and circumstances to the complaint and the reasons why I thought it shou... (10 pages)View decision -
Decision Reference DRN-4833840
5 Jun 2024 Great Lakes Insurance UK Limited UpheldInsuranceDRN-4833840 The complaint Miss F complains about Great Lakes Insurance UK Limited’s handling of her home insurance claim. She’s unhappy about a delay in carrying out repair work which meant she was unable to stay in her property for several months. Great Lakes is the underwriter of this po... (6 pages)View decision -
Decision Reference DRN-4535559
5 Jun 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4535559 The complaint Mr M complains that American Express Services Europe Limited (AESEL) won't award him the reward points he believes he is due following his application for a credit card. What happened Mr M signed up for a credit card with AESEL on 12 June 2023. There was a fe... (2 pages)View decision -
Decision Reference DRN-4784897
5 Jun 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4784897 The complaint Mr R complains that Advantage Insurance Company Limited (“Advantage”) asked him to repay a portion of a claim it’d paid under his car insurance policy. Mr R is represented in his complaint by a family member. For ease I’ll refer to comments made by the comments pr... (3 pages)View decision -
Decision Reference DRN-4670355
5 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4670355 The complaint Miss G complains that Monzo Bank Ltd hasn’t agreed to refund a payment which she says she didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in detail. The core facts are not in dispute, ... (2 pages)View decision -
Decision Reference DRN-4757537
5 Jun 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4757537 The complaint Mr B says HSBC UK Bank Plc irresponsibly lent to him. What happened Mr B complains about two loans he took out from HSBC. The first (loan 1) was for £15,000 over 48 months on 15 January 2022 and the monthly repayments were £333.67. Loan 1 was used in part to settl... (3 pages)View decision -
Decision Reference DRN-4834827
5 Jun 2024 QBE UK Limited UpheldInsuranceDRN-4834827 The complaint Mr C has complained about the poor repairs to his car following a claim under his Courier Insurance Policy and the impact this had on him emotionally and financially. Any reference to QBE includes its agents. What happened Mr C was involved in an accident at the e... (3 pages)View decision -
Decision Reference DRN-4761319
5 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4761319 The complaint Mr T complains about AXA Insurance UK Plc’s handling of a claim he made under his home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for th... (3 pages)View decision -
Decision Reference DRN-4752554
5 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4752554 The complaint Miss B and Mr H complain Accredited Insurance (Europe) Ltd unfairly declined a theft claim under a buildings and contents insurance policy. Reference to Accredited include its agents. What happened Miss B and Mr H took out a buildings and contents policy with Accr... (3 pages)View decision
