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 121115 results
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Decision Reference DRN-4537195
15 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4537195 The complaint Miss W has complained that Admiral Insurance (Gibraltar) Limited’s (‘Admiral’) offer to settle a claim under a home insurance policy was unfair. What happened Miss W made a claim for a ring specified on her Admiral policy. Admiral considered the claim and found th... (3 pages)View decision -
Decision Reference DRN-4522276
15 Jan 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4522276 The complaint Mr S complains that Assurant General Insurance Limited failed to repair his phone properly following a claim on his mobile phone insurance policy and has now said he must make a further claim and pay another excess. Where I refer to Assurant, this includes its age... (2 pages)View decision -
Decision Reference DRN-4558990
15 Jan 2024 MS Amlin Insurance SE UpheldInsuranceDRN-4558990 The complaint Mr C has complained about MS Amlin Insurance SE’s decision to turn down his claim under his Motor Insurance policy for fire damage to his digger. What happened Mr C’s digger caught fire whilst he was using it. It was badly damaged and Mr C made a claim under his p... (3 pages)View decision -
Decision Reference DRN-4557781
15 Jan 2024 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-4557781 The complaint Mr J complains the advice Aviva Life & Pensions UK Limited (“Aviva”) gave was unsuitable because the bond it advised him to invest in was an onshore not an offshore bond. What happened In 2007 on advice received from Aviva, Mr J invested around £60,000 given b... (4 pages)View decision -
Decision Reference DRN-4557929
15 Jan 2024 Motability Operations Limited UpheldConsumer CreditDRN-4557929 The complaint Mr C has complained about the way Motability Operations Limited (MO) administered a hire agreement he’d taken out to acquire a car. Mr C has been represented in bringing this complaint but, to keep things simple, I’ll refer to Mr C throughout. What happened The ci... (4 pages)View decision -
Decision Reference DRN-4250093
15 Jan 2024 RBS Collective Investment Funds Limited UpheldInvestmentsDRN-4250093 The complaint Miss Y complains that RBS Collective Investment Funds Limited (RBS) failed to process a withdrawal request made in April 2022, resulting in an investment loss when the funds were withdrawn some months later. Miss Y wants RBS to provide redress to reflect the drop ... (5 pages)View decision -
Decision Reference DRN-4374700
15 Jan 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4374700 The complaint Ms M complains that a car acquired with finance from MotoNovo Finance Limited wasn’t of satisfactory quality. What happened In August 2022 Ms M was supplied with a car and entered into a hire purchase agreement with MotoNovo. In September 2022 Ms M noticed that th... (4 pages)View decision -
Decision Reference DRN-4463677
15 Jan 2024 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-4463677 The complaint Miss N has complained about the way the claim for storm damage to the flat she leases was handled by Accelerant Insurance Europe SA/NV. Accelerant is the underwriter (insurer) of this policy. Some of this complaint concerns the actions of its appointed agents. As ... (2 pages)View decision -
Decision Reference DRN-4558251
15 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4558251 The complaint Miss F has complained Monzo Bank Ltd won’t refund her for transactions she didn’t make or authorise. What happened In December 2022, whilst working overseas, Miss F noticed numerous transactions to the same merchant. These totalled more than £1,110. She reported t... (3 pages)View decision -
Decision Reference DRN-4492164
15 Jan 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4492164 The complaint Mr E complains that London & Colonial Services Limited (‘L&C’) didn’t undertake sufficient due diligence on the firm, 1 Stop Financial Services, that introduced him to L&C. Mr E also complains that L&C didn’t undertake sufficient due diligence on i... (44 pages)View decision
