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 130332 results
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Decision Reference DRN-5011655
9 Sep 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5011655 The complaint Mr W has complained that Admiral Insurance (Gibraltar) Limited unfairly declined a theft claim under his home insurance policy. What happened Mr W had a home insurance policy with Admiral which came to an end on 21 June 2023. On 1 November 2023 he discovered ... (2 pages)View decision -
Decision Reference DRN-4884308
9 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4884308 The complaint Mrs I complains that Monzo Bank Ltd (Monzo) closed her bank account without giving her a reason. She also says that she hasn’t received a payment that was made to the account, and two refunds she was expecting. Mrs I also complains that she received poor custom... (2 pages)View decision -
Decision Reference DRN-4936325
9 Sep 2024 Covea Insurance plc UpheldInsuranceDRN-4936325 The complaint Mr G has complained that Covea Insurance plc declined a claim he made under his home insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this compla... (2 pages)View decision -
Decision Reference DRN-4797484
9 Sep 2024 One Insurance Limited UpheldInsuranceDRN-4797484 The complaint Mr R complains One Insurance Limited (One Insurance) unfairly handled and settled a claim on his motor insurance policy, after his car was stolen. What happened On 13 September 2023 Mr R notified One Insurance of the theft of his car. One Insurance said it’d se... (3 pages)View decision -
Decision Reference DRN-4716999
9 Sep 2024 Peter Stewart Associates Limited UpheldPensions and AnnuitiesDRN-4716999 The complaint Mr C complains that Peter Stewart Associates Limited’s (PSA) involvement in his pension arrangements caused him loss. What happened In 2016 Mr C held preserved final salary benefits in an occupational pension scheme (OPS), hereafter known as ‘OPS A’. The benef... (49 pages)View decision -
Decision Reference DRN-5005107
9 Sep 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5005107 The complaint Mrs and Mr Y complain about the way Shawbrook Bank Limited handled a claim they made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. Mrs and Mr Y... (4 pages)View decision -
Decision Reference DRN-4989088
9 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4989088 The complaint Mr G complains that Lloyds Bank PLC didn’t tell him that he should have closed his sole trader business account when he formed a partnership and that he has paid additional fees as a result. What happened Mr G operated a sole trader business and had a bank acc... (4 pages)View decision -
Decision Reference DRN-4930861
9 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-4930861 The complaint Mr D’s complaint is about the handling of two legal expenses claim under the legal expenses section of his home insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions... (5 pages)View decision -
Decision Reference DRN-5008538
9 Sep 2024 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5008538 The complaint Mr C complains that the value of the pension he’d asked Aviva Life & Pensions UK Limited (Aviva) to transfer continued to rise during the transfer process, but the amount transferred was based on an earlier date, so he didn’t get the benefit of the increase... (7 pages)View decision -
Decision Reference DRN-5010619
9 Sep 2024 Barclays Bank UK PLC UpheldMortgagesThe complaint Mr S is unhappy that Barclays Bank UK PLC won’t honour a mortgage interest rate reduction that Barclays offered to him, or with the service he received from Barclays surrounding this. What happened Mr S contacted Barclays and explained that he was experiencing health issues w... (3 pages)View decision