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 125400 results
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Decision Reference DRN-4897963
24 Oct 2024 British Gas Insurance Limited UpheldInsuranceDRN-4897963 The complaint Mr S complains that British Gas Insurance Limited (British Gas) caused damage to his property when they didn’t fix a leak they attended to or properly advise on the risk to the property whilst waiting for replacement parts to be fitted. There are agents acting... (4 pages)View decision -
Decision Reference DRN-5103250
24 Oct 2024 DAVIES MGA SERVICES LIMITED UpheldInsuranceDRN-5103250 The complaint Mr K complains that following an accident DAVIES MGA SERVICES LIMITED didn’t tell him that they couldn’t process his insurance excess protection policy claim. By the time they did tell him it was too late to send the claim to the correct business and the claim ... (3 pages)View decision -
Decision Reference DRN-4979388
24 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4979388 The complaint Mr W complains that NewDay Ltd trading as Marbles provided him with poor customer service on multiple occasions. What happened Mr W had previously brought a complaint to our service which was found in his favour. He says since then he’s had a lack of service fr... (4 pages)View decision -
Decision Reference DRN-5103298
24 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5103298 The complaint Mr W has complained that Monzo Bank Limited (“Monzo”) failed to protect him from falling victim to an investment-related scam. What happened I issued my provisional decision on this case earlier this month, which I’ve included an extract of below. In my provis... (4 pages)View decision -
Decision Reference DRN-5030345
24 Oct 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-5030345 The complaint Mrs K complains that Marshmallow Insurance Limited (Marshmallow) declined her claim and cancelled her motor insurance policy. What happened In November 2022 Mrs K was unfortunately involved in a car accident which she reported to Marshmallow. Whilst reviewing M... (3 pages)View decision -
Decision Reference DRN-5073824
24 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5073824 The complaint Miss B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and went on to increase the credit limit. What happened Miss B applied for a credit card with Aqua in May 2020. In her application, Miss B said she... (3 pages)View decision -
Decision Reference DRN-4836735
24 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4836735 The complaint Mr E says Bank of Scotland plc, trading as Halifax, (”Halifax”) refused to refund him for unauthorised transactions on his account and this caused him further financial loss and distress and inconvenience. What happened I’ve seen evidence that Halifax has now r... (2 pages)View decision -
Decision Reference DRN-5102967
24 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5102967 The complaint Mr L complains about how U K Insurance Limited trading as Churchill (UKI) has handled a claim on his motor insurance policy resulting in an increase to his insurance premiums. What happened In January 2024 Mr L’s wife (a named driver on his motor insurance poli... (4 pages)View decision -
Decision Reference DRN-5102620
24 Oct 2024 Alwyn Insurance Company Limited UpheldInsuranceDRN-5102620 The complaint Mr H’s complaint is about a claim he made on his pet insurance policy, which Alwyn declined to cover. Instead, they cancelled his policy and refunded the premium. Mr H says this is unfair and wants Alwyn to cover his claim, pay him interest and damages for the ... (5 pages)View decision -
Decision Reference DRN-5036339
24 Oct 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5036339 The complaint Mr S complained about Aviva Life & Pensions UK Limited (Aviva). He said Aviva didn’t pay the surrender value that it had confirmed to him he would receive on two whole of life policies he held with it. He said it should pay him compensation for the mistakes... (3 pages)View decision
