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 125399 results
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Decision Reference DRN-4723610
5 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4723610 The complaint Mr E and Miss J are unhappy with the service provided by Admiral Insurance (Gibraltar) Limited following a claim made on their home insurance policy. Mr E and Miss J are both parties to this complaint. Miss J has primarily dealt with this service. For ease of refe... (3 pages)View decision -
Decision Reference DRN-4723600
5 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4723600 The complaint Mrs F and Mr S are unhappy with the service provided by Aviva Insurance Limited (Aviva) following a claim made on their home insurance policy. Mrs F and Mr S are both parties to this complaint. Mr S has primarily dealt with this service. For ease of reference I ha... (5 pages)View decision -
Decision Reference DRN-4719873
4 Apr 2024 MBNA Limited UpheldBanking and PaymentsDRN-4719873 The complaint Mrs H complains that MBNA Limited won’t refund to her the money that she paid for some travel credits. What happened I issued a provisional decision on this complaint last month in which I described what had happened as follow: “Mrs H and her partner entered into ... (3 pages)View decision -
Decision Reference DRN-4533499
4 Apr 2024 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4533499 The complaint Mr B is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’) was of an unsatisfactory quality. What happened In February 2023, Mr B was supplied with a used car through a hire p... (3 pages)View decision -
Decision Reference DRN-4640718
4 Apr 2024 Aviva Insurance Limited UpheldInsuranceDRN-4640718 The complaint Mrs A and Mr A complain that Aviva Insurance Limited haven’t covered all the costs of repair arising from their escape of water claim or compensated them for the distress and inconvenience caused. What happened Mrs A and Mr A held a buildings and contents insuranc... (3 pages)View decision -
Decision Reference DRN-4716870
4 Apr 2024 Covea Insurance plc UpheldInsuranceDRN-4716870 The complaint Mr and Mrs V complain that Covea Insurance plc (Covea) unfairly avoided their contents insurance policy based on an inflated valuation of their contents, and refused to pay their claim. Mr and Mrs V jointly held contents insurance underwritten by Covea. For ease o... (5 pages)View decision -
Decision Reference DRN-4722583
4 Apr 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-4722583 The complaint Mr G complains that Madison CF UK Limited (trading as 118 118 Money) was irresponsible to lend to him. What happened Mr G was approved for a credit card with 118 118 Money in March 2020. This was followed by two credit limit increases as follows: Date Credit Limit... (3 pages)View decision -
Decision Reference DRN-4722963
4 Apr 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4722963 The complaint Mr S and Mrs R have complained that Revolut Ltd won’t refund transactions they say they didn’t make or otherwise authorise. What happened In April 2023, a new device accessed the account using Mrs R’s email. This device was used to change the account’s password an... (3 pages)View decision -
Decision Reference DRN-4664497
4 Apr 2024 CIGNA Europe Insurance Company SA-NV UpheldInsuranceDRN-4664497 The complaint Mr and Mrs Z are unhappy with the way in which CIGNA Europe Insurance Company SA-NV handled a claim on a group personal accident insurance policy (the policy), including its decision to decline Mrs Z’s claim for permanent total disability (PTD) benefit and delays.... (4 pages)View decision -
Decision Reference DRN-4722397
4 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4722397 The complaint Mr G complains that Monzo Bank Ltd won’t refund over £22,000 he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr G fell victim to a fake job scam after he was contacte... (4 pages)View decision
