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 128312 results
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Decision Reference DRN-4956423
20 Aug 2024 Amtrust Europe Limited UpheldInsuranceDRN-4956423 The complaint Mr and Mrs K complain that Amtrust Europe Limited rejected a claim on their legal expenses insurance. Mrs K is the policyholder but Mr K is able to claim on the policy and the complaint concerns a claim he made, so I’ll refer to him throughout. Where I refer to... (6 pages)View decision -
Decision Reference DRN-4974911
20 Aug 2024 Pepper (UK) Limited UpheldMortgagesDRN-4974911 The complaint This complaint is about a mortgage which until recently was held with Pepper (UK) Limited trading as Engage Credit by a limited company I’ll call P. P’s sole director is Mrs S, who has brought the complaint on the company’s behalf. The essence of the complaint ... (5 pages)View decision -
Decision Reference DRN-4974880
19 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4974880 The complaint The trustees of a charity which I’ll call ‘N’ complains that Barclays Bank UK Plc took an unreasonable amount of time to change their account mandate. The complaint is brought on N’s behalf by their manager, Mrs P. What happened N held an account with Barclay... (4 pages)View decision -
Decision Reference DRN-4962454
19 Aug 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4962454 The complaint Mr and Mrs W complain about the way AA Underwriting Insurance Company Limited (AA) handled and settled an escape of water claim under their buildings insurance policy. What happened The background to this complaint is known to all parties so I won’t repeat it a... (8 pages)View decision -
Decision Reference DRN-4951404
19 Aug 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4951404 The complaint Ms R complains that Kroo Bank Ltd (‘Kroo’) should pay more compensation after it provided her with poor customer service when a direct debit payment (‘DD’) she’d set up to pay her credit card failed to go through. What happened 22 November 2023 - a four figure... (4 pages)View decision -
Decision Reference DRN-4974375
19 Aug 2024 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-4974375 The complaint Mrs M has complained that she was referred to an Accident Management Company (ACM) when she called Atlanta Insurance Intermediaries Limited to make a claim under her motor insurance policy without it being made clear to her that this was happening. And that thi... (2 pages)View decision -
Decision Reference DRN-4896103
19 Aug 2024 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-4896103 The complaint Ms C is unhappy with how Fortegra Europe Insurance Company Ltd dealt with a claim on her roadside assistance insurance policy. The complaint involves agents for whom Fortegra is responsible. Any reference to Fortegra includes the actions of its agents. What h... (3 pages)View decision -
Decision Reference DRN-4973872
19 Aug 2024 Quilter Financial Limited UpheldPensions and AnnuitiesDRN-4973872 The complaint Mr L complaints that his financial adviser, Quilter Financial Limited (Quilter), didn’t notice that his pension provider – who I’ll refer to as provider A – failed to set up the direct debit it’d requested into his Self-Invested Personal Pension (SIPP) for over... (8 pages)View decision -
Decision Reference DRN-4876791
19 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4876791 The complaint Mr R has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In 2021, Mr R received a few payments of amounts between £100 and £250, which he forwarded onto a friend’s account. Later, the sending banks reported that two of the pa... (3 pages)View decision -
Decision Reference DRN-4961095
19 Aug 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4961095 The complaint Mr M has complained about Mitsubishi HC Capital UK Plc (‘Mitsubishi’)’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relationship taking into account Section 140A (... (8 pages)View decision