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-4956481
8 Aug 2024 Cynergy Bank Plc UpheldBanking and PaymentsDRN-4956481 The complaint Mr X is unhappy that an ISA transfer he instructed to Cynergy Bank Plc wasn’t completed in a timely manner. What happened Mr X held a Cash ISA with a third-party bank (“the originating bank”) and wanted to transfer the ISA to Cynergy. Mr X submitted a transfer... (4 pages)View decision -
Decision Reference DRN-4947468
8 Aug 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4947468 The complaint Mr K and Ms M complain about Liverpool Victoria Insurance Company Limited (LV)’s handling of their buildings insurance claim. All references to LV also include its appointed agents. Ms M has brought the complaint on behalf of her and Mr K, so I will refer to he... (3 pages)View decision -
Decision Reference DRN-4831523
8 Aug 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4831523 The complaint Mr B and Miss B have complained that Accredited Insurance (Europe) Limited (’Accredited’) voided their home insurance policy. For the avoidance of doubt, the term ’Accredited’ includes its agents and representatives for the purposes of this decision letter. Wh... (5 pages)View decision -
Decision Reference DRN-4939512
8 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4939512 The complaint Mrs L complains that U K Insurance Limited (UKI) declined a claim for her dog’s ear infection, under her pet insurance policy. What happened Mrs L says her dog suffered from ear problems in September 2023. The vet diagnosed an ear infection. She says the claim... (5 pages)View decision -
Decision Reference DRN-4847969
8 Aug 2024 NRAM Limited UpheldMortgagesDRN-4847969 The complaint Mrs C complains about that NRAM Limited unfairly refused to accept her overpayments on her mortgage account. What happened Mrs C has had a buy to let mortgage with NRAM since 2006 on an interest-only basis with a 20-year term. Mrs C says that it’s always been p... (4 pages)View decision -
Decision Reference DRN-4658095
8 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4658095 The complaint Mr M complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he lost. What happened The details of what happened should be familiar to both parties, so I ... (5 pages)View decision -
Decision Reference DRN-4871745
8 Aug 2024 Curtis Banks Limited UpheldPensions and AnnuitiesDRN-4871745 The complaint Ms G has complained that Curtis Banks Limited (CBL) caused a delay in transferring her pension benefits to a new provider (Scheme A). She would like to be compensated for any financial loss she has suffered as a result as well as the distress and inconvenience ... (5 pages)View decision -
Decision Reference DRN-4951657
8 Aug 2024 QIC Europe Ltd UpheldInsuranceDRN-4951657 The complaint Mr K has complained about the way QIC Europe Ltd has handled a claim he made under his home insurance policy for subsidence. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: In January 2022, Mr K got in... (4 pages)View decision -
Decision Reference DRN-4876097
8 Aug 2024 Vitality Life Limited UpheldInsuranceDRN-4876097 The complaint Mr and Mrs L are unhappy with the way in which Vitality Life Limited has handled a claim made by Mrs L on their life and serious illness insurance policy, including having a claim for the serious illness benefit declined. Although Mrs L is being represented in... (9 pages)View decision -
Decision Reference DRN-4955962
8 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4955962 The complaint Miss H complains about the handling of her current account and credit card by Lloyds Bank PLC. What happened Miss H is disabled and, after she provided proof of her disability and health conditions, Lloyds agreed to help her repay her overdraft and credit card ... (3 pages)View decision