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 130193 results
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Decision Reference DRN-5032348
19 Sep 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5032348 The complaint Mr H complains about the way AXA Insurance UK plc has handled a claim he made on his home insurance policy for damage caused by subsidence. What happened In 2020 Mr H made a claim on his home insurance policy, he’d noticed cracks appearing in a ground floor b... (6 pages)View decision -
Decision Reference DRN-4981648
19 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4981648 The complaint Mr K complains esure Insurance Limited undervalued his car when he made a total loss claim on his motor insurance policy. What happened In September 2023 Mr K’s parked car was hit by a third party (TP) driver. He made a claim under his motor insurance policy. A... (3 pages)View decision -
Decision Reference DRN-4801027
19 Sep 2024 Scottish Widows Limited UpheldInsuranceDRN-4801027 The complaint Ms R complains, through her representative, about the service she’s received from Scottish Widows Limited. She’s unhappy with incorrect information they’ve given her about a reviewable whole of life policy she holds with them. For ease of reading I will only re... (2 pages)View decision -
Decision Reference DRN-4746346
19 Sep 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4746346 The complaint Mrs B complains about the service she received from Tesco Personal Finance PLC trading as Tesco Bank, after requesting changes be made to the monthly direct debit on her credit card account. What happened Mrs B holds a credit card with Tesco. In October 2023 s... (3 pages)View decision -
Decision Reference DRN-5032060
19 Sep 2024 AJ Bell Management Limited UpheldPensions and AnnuitiesDRN-5032060 The complaint Mr B has complained that he was advised to consolidate existing personal pensions into a self-invested personal pension (‘SIPP’) with AJ Bell Management Limited (‘AJ Bell’). He was then advised to make an investment in his pension which he says has lost value. ... (30 pages)View decision -
Decision Reference DRN-5031966
19 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5031966 The complaint Mr L has complained about his property insurer Admiral Insurance (Gibraltar) Limited regarding what happened after it became involved in resolving an escape of sewage water at his home. What happened There was an escape of waste-water under the floor at Mr L’... (5 pages)View decision -
Decision Reference DRN-5031580
19 Sep 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5031580 The complaint Mr R complains that Revolut Ltd hasn’t protected him from losing money he paid to two of Revolut’s customers as a result of fraud. What happened On 10 July 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to respo... (6 pages)View decision -
Decision Reference DRN-4840338
19 Sep 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4840338 The complaint Mr S complains that Sainsbury's Bank Plc made an error when amending a direct debt taken from his current account. What happened On 14 August 2023, Mr S called Sainsbury’s to establish the prospect of changing the date for his direct debit for the minimum ... (4 pages)View decision -
Decision Reference DRN-4955730
19 Sep 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4955730 The complaint Mr N complains that Advantage Insurance Company Limited (“Advantage”) rejected his claim for the theft of his car under his motor insurance policy and then said it would recover costs from him. What happened Mr N had a motor insurance policy with Advantage, arr... (4 pages)View decision -
Decision Reference DRN-4954767
19 Sep 2024 Domestic & General Insurance Plc UpheldInsuranceDRN-4954767 The complaint Mr G complains about how Domestic & General Insurance Plc dealt with a claim under his home emergency policy when he had problems with his boiler, and cancellation of his policy. References to D&G in this decision include their agents who provide servi... (6 pages)View decision