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-4445446
10 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4445446 The complaint Mr P complains about the way AXA Insurance UK plc has handled a claim he made under his buildings insurance policy following a water leak. Reference to AXA includes agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise th... (6 pages)View decision -
Decision Reference DRN-4365188
10 Nov 2023 AWP P&C SA UpheldInsuranceDRN-4365188 The complaint Mr C and Ms G complain that AWP P&C SA (“AWP”) declined a claim they made on their travel insurance policy. Although the policy is in joint names for ease I’ll refer to Mr C throughout this decision since he’s brought the complaint to this ser... (3 pages)View decision -
Decision Reference DRN-4378737
10 Nov 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4378737 The complaint Mr H complains that Monzo Bank Ltd won’t refund a number of payments made out of his account, which he says he didn’t make. What happened Between the end of 2021 and the middle of 2022, a number of payments were made from Mr H’s Monzo account which he says he didn... (4 pages)View decision -
Decision Reference DRN-3835343
9 Nov 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3835343 The complaint Mr W complains about the suitability of the advice provided by Inspirational Financial Management Ltd (“IFM”) in November 2017 to transfer the value of his safeguarded benefits in the British Steel Pension Scheme (“BSPS”) to a personal pension plan (“PPP”). Mr W i... (12 pages)View decision -
Decision Reference DRN-4438606
9 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4438606 The complaint Miss S complains about the way in which Creation Consumer Finance Ltd handled her claim under section 75 of the Consumer Credit Act 1974. What happened In September 2019 Miss S purchased a new sofa from a retailer and entered into a finance agreement with Creation... (2 pages)View decision -
Decision Reference DRN-4446488
9 Nov 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4446488 The complaint Ms J complains about the overdraft arrangements she held with Lloyds Bank PLC, which she says led to her unfairly incurring charges. What happened In August 2022 Ms J complained to Lloyds Bank about lending it had granted her over the years. The lending comprised ... (2 pages)View decision -
Decision Reference DRN-4431505
9 Nov 2023 Wakam UpheldInsuranceDRN-4431505 The complaint Mr P complains about how Wakam handled a claim under his commercial car insurance policy for the theft of his vehicle. References to Wakam in this decision includes their agents. This decision covers the time from the theft of Mr P’s vehicle in September 2022, thr... (4 pages)View decision -
Decision Reference DRN-4409851
9 Nov 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4409851 The complaint Mr A is unhappy with the response from Sainsbury’s Bank Plc when he raised a claim under section 75 of the Consumer Credit Act 1974 about the quality of a used car. What happened In July 2022, Mr A bought this car at a distance after seeing it on a video provided ... (6 pages)View decision -
Decision Reference DRN-4346499
9 Nov 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4346499 The complaint Mr and Mrs B are unhappy that AXA Insurance UK Plc declined their storm damage claim. Mr and Mrs B jointly held buildings and contents insurance underwritten by AXA. For ease of reading, I’ll refer mainly to Mr B throughout. What happened During strong winds, Mr B... (3 pages)View decision -
Decision Reference DRN-4432568
9 Nov 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4432568 The complaint Mr and Mrs T complain that Accredited Insurance (Europe) Ltd (AIE) didn’t pay their full claim for trace and access under their home insurance policy. AIE use agents to administer the policy and to assess claims. Reference to AIE includes these agents. What happen... (2 pages)View decision
