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 125299 results
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Decision Reference DRN-4876079
15 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4876079 The complaint Ms A and Mr C complain about Liverpool Victoria Insurance Company Limited (“LV”) and the handling of the claim they made on their home insurance policy following an escape of water. Mr C has acted as the main representative during the claim and complaint proces... (4 pages)View decision -
Decision Reference DRN-5038043
15 Oct 2024 Madison CF UK Limited UpheldConsumer CreditDRN-5038043 The complaint Mr M says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him What happened Mr M took out a loan for £3,000 over 12 months from 118 118 Money. The monthly repayments were £335.18 and the total repayable was £4,022.16. Mr M says he spent a... (3 pages)View decision -
Decision Reference DRN-5040391
15 Oct 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5040391 The complaint Mr A complains about the way Haven Insurance Company Limited handled a claim he made on his motor trade insurance policy. What happened Mr A made a claim on his Haven insurance policy in August 2023, he said a third party (TP) had crashed into his car. Haven ac... (4 pages)View decision -
Decision Reference DRN-5038464
15 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5038464 The complaint Mr D complains that Barclays Bank UK Plc (Barclays) closed his account and withheld his funds. What happened Mr D had a current account with Barclays. The terms and conditions of the account permitted Barclays to close the account with 60 days’ notice, or, in s... (4 pages)View decision -
Decision Reference DRN-4851857
15 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4851857 The complaint Mr N has complained Monzo Bank Ltd won’t refund him for seven transactions he didn’t authorise. What happened Early one morning in March Mr N noticed a number of transactions on his Monzo account which had taken place on an overseas public transport system. The... (2 pages)View decision -
Decision Reference DRN-5083094
15 Oct 2024 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-5083094 The complaint Mrs W complains about Allied World Assurance Company (Europe) dac’s handling of a claim made under her landlord’s insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mrs W ... (4 pages)View decision -
Decision Reference DRN-5036881
15 Oct 2024 First Central Underwriting Limited UpheldInsuranceDRN-5036881 The complaint Mrs J complains about the poor standard of repairs arranged by First Central Underwriting Limited (First Central) following an accident claim, under her motor insurance policy. What happened Mrs J’s car was damaged by another driver. She made a claim to First C... (2 pages)View decision -
Decision Reference DRN-5083814
15 Oct 2024 Specialist Lending Limited UpheldConsumer CreditDRN-5083814 The complaint Ms L complains that Specialist Lending Limited rejected a claim she made under Section 75 (s.75) of the Consumer Credit Act (“CCA”). What happened In September 2019, Ms L purchased a battery for her existing solar panel system from a supplier (“the supplier”),... (4 pages)View decision -
Decision Reference DRN-5083959
15 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5083959 The complaint Mrs C has complained, on behalf of the Estate of Mr P, that U K Insurance Limited (UKI) unfairly declined a claim under a home insurance policy. What happened Mrs C contacted UKI to make a claim for storm damage. UKI sent a contractor to assess the damage. It ... (4 pages)View decision -
Decision Reference DRN-4784225
15 Oct 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4784225 The complaint Mrs E complains that Bank of Scotland plc trading as Halifax did not refund a series of payments she lost to a scam. What happened Mrs E received a sum of money and looked for ways to invest it online. She came across a company I’ll call ‘M’ that said it was a ... (5 pages)View decision
