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-4790444
14 Jun 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4790444 The complaint Mr and Mrs P complain about AXA Insurance UK Plc’s handling of their home insurance claim as well as the amount of the settlement it offered them. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As... (4 pages)View decision -
Decision Reference DRN-4536254
14 Jun 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4536254 The complaint Mr O complains that Clydesdale Bank Plc, trading as Virgin Money, has provided poor customer service in relation to a dispute about a fireplace. What happened In October 2020 Mr O purchased a new fireplace. It cracked on first usage and ... (2 pages)View decision -
Decision Reference DRN-4808636
14 Jun 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4808636 The complaint Mr S has complained Kroo Bank Ltd won’t refund him for card transactions which took place after Mr S froze his card use. What happened After losing his debit card, Mr S cancelled his card using his Kroo app. This was timed at 3:47pm on 30 October 2023. Subsequentl... (2 pages)View decision -
Decision Reference DRN-4530238
14 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4530238 The complaint Mr H complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost as a result. What happened Mr H was searching for an additional means of income for... (4 pages)View decision -
Decision Reference DRN-4844633
14 Jun 2024 Premier Insurance Brokers Ltd UpheldInsuranceDRN-4844633 The complaint Mr P and Mrs T have complained that Premier Insurance Brokers Ltd (‘PIB’) incorrectly advised that they would be covered for break-in damage under their home insurance policy, when in fact they weren’t covered. What happened In February 2022, Mr P and Mrs T purcha... (4 pages)View decision -
Decision Reference DRN-4721403
14 Jun 2024 One Insurance Limited UpheldInsuranceDRN-4721403 The complaint Mr B complains One Insurance Limited (One Insurance) unfairly settled his claim on his motor insurance policy. One Insurance are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As One Insurance hav... (3 pages)View decision -
Decision Reference DRN-4854601
14 Jun 2024 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-4854601 The complaint Mr G complains that Scottish Friendly Assurance Society Limited (“Scottish Friendly”) failed to deal with a withdrawal request in a timely manner. And he further complains about delays in providing him with historical information about chargeable gains that had be... (5 pages)View decision -
Decision Reference DRN-4831635
14 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4831635 The complaint Mrs N has complained about the way in which Accredited Insurance (Europe) Ltd (‘Accredited’) handled her claim under her home insurance policy following fire damage to her property. For the avoidance of doubt, the term ‘Accredited’ includes reference to its repres... (4 pages)View decision -
Decision Reference DRN-4663600
14 Jun 2024 Saffron Insurance Services Ltd UpheldInsuranceDRN-4663600 The complaint A limited company, which I will refer to as J, complains about the assistance provided by Saffron Insurance Services Ltd in relation to a commercial vehicle insurance claim. What happened The following is intended only as a brief summary of events. J operates as a... (3 pages)View decision -
Decision Reference DRN-4813074
14 Jun 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4813074 The complaint Mr H complains about the way Liverpool Victoria Insurance Company Limited trading as LV= [“LV”] handled a claim he made on his buildings insurance policy following subsidence at his property. What happened I previously issued a provisional decision on this matter ... (8 pages)View decision