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-4908184
15 Jul 2024 AWP P&C S.A. UpheldInsuranceDRN-4908184 The complaint Ms M’s complaint is about AWP P&C S.A.’s handling of a claim under the home emergency section of her home buildings and contents insurance policy. AWP P&C S.A. is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the act... (4 pages)View decision -
Decision Reference DRN-4729332
15 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4729332 The complaint Miss M complains that AXA Insurance UK Plc rejected a claim on her home buildings insurance policy. What happened Miss M made a claim on her home insurance after she said her property had been damaged by flooding. She said flood water had run off her neighbour’... (3 pages)View decision -
Decision Reference DRN-4903857
15 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4903857 The complaint Mr J and Miss M complain about how AXA Insurance UK Plc (AXA) handled a claim under their home insurance policy for a burglary at their property. AXA use agents to administer the policy and to assess claims. Reference to AXA includes these agents. Mr J and Mi... (7 pages)View decision -
Decision Reference DRN-4900520
15 Jul 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4900520 The complaint Mr H has complained about the way Accredited Insurance (Europe) Ltd handled his claim under his commercial vehicle insurance policy and the amount it paid in settlement of it. Reference to Accredited includes its agents. What happened Mr H’s van was insured un... (6 pages)View decision -
Decision Reference DRN-4907991
15 Jul 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4907991 The complaint Mr U complains that Barclays Bank UK PLC failed in its duty of care to protect him from gambling harms when his gambling was obviously problematic. What happened I sent the parties a provisional decision in April 2024, in which I set out the following backgroun... (7 pages)View decision -
Decision Reference DRN-4899439
15 Jul 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4899439 The complaint Mr B complains that NewDay Ltd trading as Marbles Card unfairly reported missed payments on the credit card account that he holds with it to the credit reference agencies. What happened In August 2021 Mr B opened a credit card account with NewDay. The card had ... (4 pages)View decision -
Decision Reference DRN-4907977
15 Jul 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4907977 The complaint Mr B is unhappy that Revolut Ltd won’t reimburse money he lost as the result of a scam. Mr B is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissions as being made by Mr B directly. What happened On 18 June ... (10 pages)View decision -
Decision Reference DRN-4905783
15 Jul 2024 Spring Finance Limited UpheldMortgagesDRN-4905783 The complaint Ms P’s complaint is about a bridging loan she took with Spring Finance Limited. She is unhappy with Spring’s communications, decisions and how it dealt with her from June 2023, as the end of the term was approaching, through to when she repaid the loan in May 2... (13 pages)View decision -
Decision Reference DRN-4856096
15 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4856096 Complaint Mr D has complained about a Flex credit card Monzo Bank Ltd (“Monzo”) provided to him. He says the credit card was unaffordable and shouldn’t have been provided. Background Monzo provided Mr D with a credit card which had a credit limit of £500 in January 2023. O... (3 pages)View decision -
Decision Reference DRN-4863590
10 Jul 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4863590 The complaint Mr R complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) didn’t carry out adequate repairs to his vehicle following an accident. What happened In September 2023, Mr R’s car was involved in an accident. Mr R contacted his insurer and repairs were carri... (3 pages)View decision