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 121262 results
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Decision Reference DRN-4540769
26 Jan 2024 U K Insurance Limited UpheldInsuranceDRN-4540769 The complaint Mr and Mrs F have complained that U K Insurance Limited (UKI) declined a claim they made on their travel insurance policy after their flight was delayed and then cancelled. They have also complained about poor service in relation to how the claim was handled. What... (3 pages)View decision -
Decision Reference DRN-4530211
26 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4530211 The complaint Mr S complains Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In June 2022, Mr S came across an article online which said a well-known television personality had made a significant amount of money investing in cryptoc... (5 pages)View decision -
Decision Reference DRN-4583902
26 Jan 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4583902 The complaint Mrs W complains that Shop Direct Finance Company Limited irresponsibly gave her two running account credit agreements she couldn’t afford to repay. What happened Mrs W applied for a catalogue shopping account with Shop Direct in 2016. She was given an initial cred... (3 pages)View decision -
Decision Reference DRN-4566307
26 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4566307 The complaint Mr and Mrs F complain that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined their claim for storm damage to their roof, under their home buildings insurance policy. What happened In January 2023, following a storm, Mr and Mrs F noticed water leaki... (3 pages)View decision -
Decision Reference DRN-4579043
26 Jan 2024 MBNA Limited UpheldBanking and PaymentsDRN-4579043 The complaint Mr P complains that MBNA Limited delayed refunding fraudulent transactions and incorrectly pursued him for a debt. What happened Mr P informed MBNA that several transactions on his credit card in July 2022 were not authorised by him – he says he explained this ove... (3 pages)View decision -
Decision Reference DRN-4569181
26 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4569181 The complaint Mr S has complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under a home emergency policy. References to Admiral include companies acting on its behalf. What happened Mr S contacted Admiral to send an engineer to fix an issue... (3 pages)View decision -
Decision Reference DRN-4561814
26 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4561814 The complaint Mr C has complained about the service provided by esure Insurance Limited (‘esure’) regarding his claim for flood damage under his home insurance policy. For the avoidance of doubt, the term ‘esure’ includes its agents, contractors, and representatives for the pur... (3 pages)View decision -
Decision Reference DRN-4287821
26 Jan 2024 Fluent Mortgages Limited UpheldMortgagesDRN-4287821 The complaint Mr C complains that Fluent Mortgages Limited failed to provide the service it said it would and he’s lost out as a result of its failings. What happened The facts of this complaint are well known to both Mr C and Fluent Mortgages, so I’ve not set these out in deta... (6 pages)View decision -
Decision Reference DRN-4582939
26 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4582939 The complaint Mrs C is unhappy that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened I issued my provisional decision on this complaint on 10 January 2024. The background and circumstances of the ... (8 pages)View decision -
Decision Reference DRN-4259575
26 Jan 2024 ITI Capital Limited UpheldInvestmentsDRN-4259575 The complaint Mr B complains that ITI Capital Limited (“ITI”) caused unnecessary delays in transfer his stocks and shares to his new broker. What happened Mr B received a notice from ITI explaining that it would be closing retail accounts by September 2022. ITI gave Mr B the op... (2 pages)View decision
