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-4845851
26 Jun 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4845851 The complaint Mr and Mrs S complain that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim under their legal expenses insurance policy. Where I refer to RSA, this includes the actions of its agents and claims handlers for which it takes responsibility... (3 pages)View decision -
Decision Reference DRN-4873586
26 Jun 2024 Aviva Insurance Limited UpheldInsuranceDRN-4873586 The complaint Ms C complains about Aviva Insurance Limited’s response to her home emergency claim. Any reference to Aviva includes the actions of its agents. What happened Ms C held home emergency cover with Aviva. She called Aviva after discovering a leak in her bathroom. Aviv... (2 pages)View decision -
Decision Reference DRN-4670422
26 Jun 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-4670422 The complaint Mr F is complaining about how Mulsanne Insurance Company Limited initially handled a claim he made on his motor insurance policy and then, later, avoided the policy (treated it like it never existed), refused to pay his claim and has kept the policy premium. Mulsa... (4 pages)View decision -
Decision Reference DRN-4800184
26 Jun 2024 Bank of Scotland Plc UpheldMortgagesDRN-4800184 The complaint Ms C’s complaint relates to a mortgage she has with Bank of Scotland plc trading as Intelligent Finance (BoS). She is unhappy that BoS didn’t remove her ex-husband from the mortgage on the numerous occasions she asked for it to be done. Nor does she think the info... (5 pages)View decision -
Decision Reference DRN-4873510
26 Jun 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-4873510 The complaint Mrs A has complained about the service she received from Computershare Investor Services Plc (‘CIS’) in its administration of her employer’s Share Incentive Plan (‘SIP’). It sold her shares without her knowledge or instruction. Mrs A would like for her shares to b... (5 pages)View decision -
Decision Reference DRN-4686780
25 Jun 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4686780 The complaint Mr A is unhappy that Bank of Scotland plc trading as Halifax decided not to refund him after he was the victim of an authorised push payment scam. What happened Mr A attempted to purchase a vehicle online. He contacted the seller and the purchase was agreed, havin... (3 pages)View decision -
Decision Reference DRN-4816909
25 Jun 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4816909 The complaint Mr and Mrs B’s complaint about Barclays Bank UK PLC (Barclays) relates to Barclays failure to inform them that their direct debit (DD) had not been set up correctly and as a result their monthly mortgage repayments were not being made. That resulted in adverse rep... (3 pages)View decision -
Decision Reference DRN-4827639
25 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4827639 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the claim and the complaint is an electric car, made by a premium- brand car-maker and first registered in December 2021... (5 pages)View decision -
Decision Reference DRN-4762153
25 Jun 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-4762153 The complaint Miss L complains that Monzo Bank Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Miss L has explained that in July 2023, she wa... (4 pages)View decision -
Decision Reference DRN-4872977
25 Jun 2024 National Westminster Bank Plc UpheldMortgagesDRN-4872977 The complaint Mr and Mrs T complain that National Westminster Bank Plc didn’t remove a late payment marker on their credit files although it agreed to do so. What happened Mr and Mrs T had a mortgage with NatWest on which the monthly payments were met as they fell due, and they... (3 pages)View decision