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 125400 results
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Decision Reference DRN-4428628
21 Mar 2024 esure Insurance Limited UpheldInsuranceDRN-4428628 The complaint Ms W complains esure Insurance Limited didn’t treat her fairly when handling two claims against her motor insurance policy. What happened In July 2022 Ms W asked our Service to investigate her complaint against esure. The complaint was that esure had handled two c... (2 pages)View decision -
Decision Reference DRN-4698254
21 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4698254 The complaint Miss B has complained about her car insurer AXA Insurance UK Plc regarding how it handled a claim she made following an accident. What happened Miss B had an accident in July 2023. She made a claim to AXA, followed by a complaint a few days later. AXA upheld that ... (5 pages)View decision -
Decision Reference DRN-4614087
21 Mar 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4614087 The complaint Ms D complains Tesco Personal Finance PLC trading as Tesco Bank provided her with two unaffordable credit cards. What happened Tesco Bank provided Ms D with two credit cards with the following details: Account Lending decision Date Credit Limit One Original limit ... (4 pages)View decision -
Decision Reference DRN-4668230
21 Mar 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4668230 The complaint Mrs C complains that National Savings and Investments (NS&I) do not recognise a Premium Bond account number in her name. What happened Mrs C says that her parents gave her a Premium Bond certificate in her birth name, and she sent NS&I a change of name det... (3 pages)View decision -
Decision Reference DRN-4622440
21 Mar 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-4622440 The complaint Mr K complains that Aviva Life & Pensions UK Limited didn’t inform him that he was able to transfer his policy as was his intention when he took an annuity and tax-free cash. What happened In 2022 Mr K through his financial adviser contacted Aviva about transf... (5 pages)View decision -
Decision Reference DRN-4523570
21 Mar 2024 Ecclesiastical Insurance Office Plc UpheldInsuranceDRN-4523570 The complaint Mr and Mrs H are unhappy with how Ecclesiastical Insurance Office Plc (Ecclesiastical) settled an escape of water claim made under their commercial insurance policy. Any references to Ecclesiastical include its agents. What happened Mr H and Mrs H own a holiday h... (6 pages)View decision -
Decision Reference DRN-4641523
21 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4641523 The complaint Mr J complains Admiral Insurance (Gibraltar) Limited’s offered an unfair settlement to his motor insurance claim. What happened In October 2023 Mr J’s car was damaged. His motor insurer, Admiral, considered it a total loss. It offered a cash settlement based on a ... (3 pages)View decision -
Decision Reference DRN-4697937
21 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4697937 The complaint Mr E complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In July 2022, Mr E saw some trainers he was interested in buying advertised on a social media platform. He says he saw the seller had a good number of... (9 pages)View decision -
Decision Reference DRN-4634902
21 Mar 2024 Santander UK Plc UpheldConsumer CreditDRN-4634902 The complaint Mrs E complains Santander UK Plc haven’t applied a payment of £205.54 she says she made towards her personal loan. What happened Between 17 June and 27 July 2022 Mrs E’s account was blocked for certain payments, including direct debits coming out of her account in... (3 pages)View decision -
Decision Reference DRN-4546945
21 Mar 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4546945 The complaint Mr E complains American Express Services Europe Limited (AmEx): Allowed a significant amount of gambling transactions on his Platinum card and won’t write the remaining debt off Won’t write off the debt on what I’ll refer to as his Other card in recognition of t... (4 pages)View decision
