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 125400 results
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Decision Reference DRN-4544771
29 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4544771 The complaint Mrs F and Mr F complain about Royal & Sun Alliance Insurance Limited (“RSA”) and the way their claim for damage to their property caused by a blocked drain was handled. What happened The events that transpired during the claim are well known to both parties. S... (7 pages)View decision -
Decision Reference DRN-4522055
29 Jan 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-4522055 The complaint The estate of Mrs R, represented by its executors, Mr R and Ms R, has complained about Lloyds Bank General Insurance Limited. It is the property insurer for the property subject of the will. Mr R has mainly dealt with the claim and complaint. For ease of reading, ... (3 pages)View decision -
Decision Reference DRN-4586722
29 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4586722 The complaint Ms G complains that Admiral Insurance (Gibraltar) Limited cancelled her combined motor and property insurance policy without adequately informing her What happened Ms G took out a combined motor and contents insurance policy with Admiral. She paid the full yearly ... (4 pages)View decision -
Decision Reference DRN-4587675
29 Jan 2024 West Bay Insurance Plc UpheldInsuranceDRN-4587675 The complaint Mr D complains about delays in West Bay Insurance Plc (West Bay) arranging repairs to his car, and for its poor standard of service following a claim he made under his motor insurance policy. What happened Mr D was involved in an accident when driving in December ... (4 pages)View decision -
Decision Reference DRN-4436546
29 Jan 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4436546 The complaint Mr C says Tesco Personal Finance PLC, trading as Tesco Bank, were unreasonable to report a missed payment to his credit file. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on givi... (2 pages)View decision -
Decision Reference DRN-4479794
29 Jan 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4479794 The complaint Miss N complains Revolut Ltd didn’t assist her in recovering an international payment she’d made. She believes it’s responsible for the distress and inconvenience caused, as well as her missing out on an investment opportunity. What happened Miss N made an interna... (2 pages)View decision -
Decision Reference DRN-4544928
29 Jan 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4544928 The complaint Miss M is unhappy Wise Payments Limited won’t refund all the money she lost as part of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving the ... (2 pages)View decision -
Decision Reference DRN-4325246
29 Jan 2024 Aviva Insurance Limited UpheldInsuranceDRN-4325246 The complaint Mrs S has complained about Aviva Insurance Limited. She isn’t happy about the valuation of her car after it decided to buy her car back after a claim under her motor insurance policy and the service it provided. What happened Mrs S made a claim under her motor ins... (3 pages)View decision -
Decision Reference DRN-4581597
29 Jan 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4581597 The complaint A company which I will refer to as ‘L’ complains that Metro Bank Plc gave them an incorrect information when they made a payment abroad, and that resulted in a financial loss. What happened In April 2023, L had to make a payment to one of its service providers bas... (5 pages)View decision -
Decision Reference DRN-4584816
29 Jan 2024 British Gas Insurance Limited UpheldInsuranceDRN-4584816 The complaint Mr H complained about the level of customer service he received from British Gas Insurance Limited (“British Gas”) under his home emergency policy. What happened Mr H had his boiler serviced regularly by British Gas under his policy. A month after his service, Mr ... (3 pages)View decision
