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-4953675
7 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4953675 The complaint A ‘not-for-profit’ organisation which I’ll call ‘F’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on F’s behalf by their chairman, Mr E. What happened F held a community bank account with... (6 pages)View decision -
Decision Reference DRN-4952278
7 Aug 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4952278 The complaint Mr H complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and their decision to decline the claim he made on his travel insurance policy. What happened The claim and complaint circumstances are well known to both parties, so I don’t intend to list thes... (4 pages)View decision -
Decision Reference DRN-4866625
7 Aug 2024 Covea Insurance plc UpheldInsuranceDRN-4866625 The complaint Mrs M’s complaint is about a claim she made on her Covea Insurance plc (‘Covea’) lifetime pet insurance policy. Mrs M says Covea treated her unfairly. What happened Mrs M had a lifetime pet insurance policy in place which was due to renew on 30 October 2023. Sh... (3 pages)View decision -
Decision Reference DRN-4953426
7 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4953426 The complaint Mr W and Miss L complain about U K Insurance Limited trading as Direct Line (UKI) handling and settlement offer following a claim made under their home insurance policy. Where I’ve referred to UKI, this also includes any actions and communication by agents act... (4 pages)View decision -
Decision Reference DRN-4843757
7 Aug 2024 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-4843757 The complaint Mr K complains about Casualty & General Insurance Company (Europe) Ltd (CGIC) declining a claim under his pet insurance policy for treatment of his dog. References to CGIC include their agents who administer the policy. What happened Mr K had a pet insura... (4 pages)View decision -
Decision Reference DRN-4950916
7 Aug 2024 Oakbrook Finance Limited UpheldConsumer CreditDRN-4950916 Complaint Mr P has complained that Oakbrook Finance Limited (trading as “Likely Loans”) unfairly provided him with unaffordable loans. Background Likely Loans provided Mr P with four loans. As far as I can see is Mr P’s loan history was as follows: Loan Taken Amount Settle... (8 pages)View decision -
Decision Reference DRN-4951233
7 Aug 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4951233 The complaint Mr M complains that Marshmallow Insurance Limited (“Marshmallow”) declined a claim and cancelled his car insurance policy. What happened Mr M had a motor insurance policy with Marshmallow covering his car. He bought the policy through a comparison website. In S... (4 pages)View decision -
Decision Reference DRN-4937968
7 Aug 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-4937968 The complaint Mr W complains that St. James’s Place Wealth Management Plc (SJP) has not answered his questions about how it managed his pension portfolio, particularly in relation to certain losses his portfolio sustained in the UK Equity Fund portion of it. What happened In... (6 pages)View decision -
Decision Reference DRN-4793543
7 Aug 2024 Westfield Contributory Health Scheme UpheldInsuranceDRN-4793543 The complaint Mr P complains about Westfield Contributory Health Scheme’s (‘Westfield’s’) handling of a claim under his health cash plan. All references to Westfield include the agents appointed to act on its behalf. What happened Mr P was insured under a group health cash p... (3 pages)View decision -
Decision Reference DRN-4790879
7 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4790879 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In September 2022, Mr K fell victim to a job scam. He was contacted by someone on a messaging app who claimed to be a recruitment manager. They offere... (5 pages)View decision