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 121115 results
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Decision Reference DRN-4394236
19 Oct 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4394236 The complaint Mr H complains that Santander UK Plc (“Santander”) blocked his account for ten weeks, causing him considerable distress and inconvenience. What happened Mr H is represented by a relative in bringing this complaint but, for ease of reading, I’ll refer to all submis... (3 pages)View decision -
Decision Reference DRN-4362108
19 Oct 2023 West Bay Insurance Plc UpheldInsuranceDRN-4362108 The complaint Mr W has complained about the excessive delay in settling his claim for the theft of his motorbike by West Bay Insurance Plc under his motor policy. What happened Mr W’s motorbike was stolen from his garage in August 2022 all of which was seen on CCTV. Sadly, his ... (2 pages)View decision -
Decision Reference DRN-4408365
19 Oct 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4408365 The complaint Mr K is unhappy with AXA Insurance UK Plc’s handling of a claim he made under his commercial (landlord’s) insurance policy, following an ingress of water. What happened The details of this complaint are well known to both parties, so I will not repeat them in full... (4 pages)View decision -
Decision Reference DRN-4084657
19 Oct 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4084657 The complaint Mr T has complained about the quality of a car he acquired, using finance from Creation Consumer Finance Ltd. What happened In early 2022, Mr T took out a finance agreement for a used car, with a cash price of £32,000. However, he’s explained he soon experienced a... (2 pages)View decision -
Decision Reference DRN-4169231
19 Oct 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4169231 The complaint Mr B complains that Advantage Insurance Company Limited unfairly declined a claim he made on his motor insurance policy. What happened On 18 December 2022 Mr B drove his car through a pool of standing water. The next day, as it wouldn’t start, ‘garage M’ (his loca... (3 pages)View decision -
Decision Reference DRN-4408249
19 Oct 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4408249 The complaint Mrs R complains that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined a claim she made under her home insurance (buildings) policy. Mrs R is represented in her complaint by her partner, Mr L. For ease, I’ll refer to anything said by Mr L as bei... (4 pages)View decision -
Decision Reference DRN-4330804
19 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4330804 The complaint Mr G 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 G saw an advert for an investment company on a social media platform. He was interested in making some extra money, so followed the l... (4 pages)View decision -
Decision Reference DRN-4061431
19 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4061431 The complaint Mr M complains that Monzo Bank Ltd (‘Monzo’) won’t refund money he lost as the result of a scam. What happened In 2021, Mr M was contacted online by someone who I’ll refer to as C. C offered Mr M a way to increase his income by investing through a company I’ll ref... (4 pages)View decision -
Decision Reference DRN-4404229
18 Oct 2023 Embark Investment Services Limited UpheldInvestmentsDRN-4404229 The complaint Miss D says Embark Investment Services Limited, trading as Embark Platform, (“Embark”) delayed, and misled her about, the transfer to Embark of her investment portfolio. Miss D says the portfolio had a fund (“the Fund”) that was amongst assets Embark told her it c... (4 pages)View decision -
Decision Reference DRN-4362655
18 Oct 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4362655 The complaint Mrs B complains about Advantage Insurance Company Limited (Advantage) declining a claim under her home insurance policy for damage to her property. Advantage use agents to administer the policy and to assess claims. Reference to Advantage includes these agents. Wh... (4 pages)View decision
