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 128535 results
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Decision Reference DRN-4834651
10 Jun 2024 AWP P&C S.A. UpheldInsuranceDRN-4834651 The complaint Mr and Mrs H complain that AWP P&C SA has turned down a medical expenses claim Mrs H made on a travel insurance policy. Mr and Mrs H are represented by Mrs N. What happened The background to this complaint is well-known to both parties. So I’ve simply set out ... (4 pages)View decision -
Decision Reference DRN-4842872
10 Jun 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4842872 The complaint Ms H complains that London & Colonial Services Limited (‘L&C’) failed to carry out sufficient due diligence before accepting her Self-Invested Personal Pension (‘SIPP’) and investment applications, causing her a loss. For simplicity, I refer to Ms H throug... (34 pages)View decision -
Decision Reference DRN-4649139
10 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4649139 The complaint Mr H and Miss W complain that Santander UK Plc (‘Santander’) won’t refund the money they lost in a scam. What happened Mr H and Miss W have a joint account with Santander. As Mr H was involved in the scam, I’ll mainly refer to him in this decision. Mr H and Miss W... (5 pages)View decision -
Decision Reference DRN-4619189
10 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4619189 The complaint Mrs F complains that Monzo Bank Ltd did not refund the transactions she lost to a scam. What happened Mrs F had recently applied for jobs when she was contacted on a private messaging app by a recruiter. They said she could earn £1,600 per week in a flexible and f... (3 pages)View decision -
Decision Reference DRN-4838041
10 Jun 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4838041 The complaint Mr M complains that NewDay Ltd acted irresponsibly in lending him two credit cards. What happened Mr M took out a credit card with NewDay under its Aqua brand in June 2021, with a credit limit of £600. In November 2022, Mr M took out a further credit card with New... (4 pages)View decision -
Decision Reference DRN-4474758
10 Jun 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4474758 The complaint Mr J complains about how AA Underwriting Insurance Company Limited (“AA”) has handled a subsidence claim made on his buildings insurance policy. Any reference to AA includes the actions of its agents. What happened The circumstances of this complaint are well know... (5 pages)View decision -
Decision Reference DRN-4843071
10 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4843071 The complaint Mr D’s complaint arises from his mortgage held with Santander UK Plc. Mr D is unhappy that, when he was discussing a payment arrangement with Santander in October 2023, he wasn’t made aware that a formal arrangement would need to be put in place in order to stop t... (4 pages)View decision -
Decision Reference DRN-4383213
10 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4383213 The complaint Mr B complains about how Admiral Insurance Company Limited dealt with a claim on his car insurance policy. What happened Mr B was involved in a non-fault accident and called Admiral to claim on his policy. Rather than dealing with the claim under the policy Admira... (3 pages)View decision -
Decision Reference DRN-4719022
10 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4719022 The complaint Ms B says that after she made a claim on her motor insurance policy, Admiral Insurance (Gibraltar) Limited didn’t offer her enough for her written-off car What happened Ms B’s car was damaged in a non-fault accident on 28 August 2023. Admiral asked an independent ... (2 pages)View decision -
Decision Reference DRN-4843008
10 Jun 2024 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-4843008 The complaint Mrs M complains that Allied World Assurance Company (Europe) dac has unfairly declined a claim under her residential landlord insurance policy. Where I refer to Allied, this includes the actions of its agents and claims handlers for which it takes responsibility. ... (5 pages)View decision