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-4804068
17 May 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4804068 The complaint Ms D and Mr H complain that AXA Insurance UK Plc unfairly declined a claim for storm damage under their home insurance policy. What happened In October 2022, Ms D and Mr H made a claim under their home insurance policy for damage caused by a storm. They said a pie... (6 pages)View decision -
Decision Reference DRN-4774597
17 May 2024 West Bay Insurance Plc UpheldInsuranceDRN-4774597 The complaint Mr F complains about how West Bay Insurance plc trading as Zenith Insurance (“West Bay”) handled a claim on his motor insurance policy. What happened Mr F had a motor insurance policy with West Bay covering his car which is a sportscar. In April 2022 he was involv... (3 pages)View decision -
Decision Reference DRN-4698121
17 May 2024 F2 Capital Ventures LLP UpheldPensions and AnnuitiesDRN-4698121 The complaint Mrs W complains that F2 Capital Ventures LLP trading as F2 Financial Care (F2) gave her unsuitable advice to transfer her Guinness Mahon (GM) self-invested personal pension (SIPP) to a Morgan Lloyd (ML) SIPP to facilitate unregulated and high-risk investments. Mrs... (22 pages)View decision -
Decision Reference DRN-4784898
17 May 2024 esure Insurance Limited UpheldInsuranceDRN-4784898 The complaint Miss K complains about how esure Insurance Limited (“esure”) dealt with a claim made by a third-party on her motor insurance policy. What happened Miss K has a car insurance policy with esure that started in November 2022. Miss K says she received a call fr... (3 pages)View decision -
Decision Reference DRN-4755156
17 May 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4755156 The complaint Mr K complained that National Westminster Bank PLC (NatWest) incorrectly pursued him for debt which had been settled some years ago causing him distress and inconvenience. Mr K was also unhappy with NatWest’s delay responding to his complaint including a Subject A... (3 pages)View decision -
Decision Reference DRN-4707637
17 May 2024 Amtrust Europe Limited UpheldInsuranceDRN-4707637 The complaint Mr S is unhappy with what Amtrust Europe Limited did following a claim he made on his legal expenses insurance policy. What happened Mr S had a dispute with his former employer relating to pay and a bonus. In May 2021 he contacted Amtrust seeking assistance in bri... (2 pages)View decision -
Decision Reference DRN-4803021
17 May 2024 J D Williams & Company Limited UpheldConsumer CreditDRN-4803021 The complaint and what happened Mr M complains that JD Williams & Company Limited, trading as Jacamo, gave him a catalogue shopping account and then increased the limit on it when he could not afford it In August 2018 Jacamo approved a catalogue shopping account for Mr M wi... (4 pages)View decision -
Decision Reference DRN-4801286
17 May 2024 Lendable Ltd UpheldConsumer CreditDRN-4801286 The complaint Mr S complains that Lendable Ltd provided him with a loan that was unaffordable and has trapped him in a cycle of debt. He also complains that Lendable hasn’t conducted a full and fair investigation into his complaint. Mr S wants all interest, fees and charges rem... (4 pages)View decision -
Decision Reference DRN-4542792
17 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4542792 The complaint Miss B complains that Monzo Bank Ltd won’t fully refund the money she sent to a third party in error. What happened Miss B made three transactions to a third party whom I’ll refer to as A. These transactions amount to £1,125 and were made on 1 July 2023 (£75); 13 ... (3 pages)View decision -
Decision Reference DRN-4767448
17 May 2024 Castle Financial & Mortgage Services UpheldInsuranceDRN-4767448 The complaint Ms B has complained about advice she received from Castle Financial & Mortgage Services (“Castle”). What happened Ms B says that she contacted Castle in 2022 to enquire what the best policy for her would be – her priority was family protection if she were to p... (3 pages)View decision
