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 122183 results
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Decision Reference DRN-3941031
18 May 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3941031 The complaint Ms M complains American Express Services Europe Limited (AESEL) (“Amex”) has not treated her fairly when she sought a refund of money she’d paid on her Amex card towards a property investing course. What happened When I was passed this case to review I considered ... (4 pages)View decision -
Decision Reference DRN-4104740
18 May 2023 British Gas Insurance Limited UpheldInsuranceDRN-4104740 The complaint Mr S is unhappy that British Gas Insurance Limited won’t pay his claim for a solar thermal element under his BG HomeCare policy. What happened Mr S contacted BG as there was a fault and his water wasn’t heating up. Mr S said there was a delay of several months aft... (3 pages)View decision -
Decision Reference DRN-4140826
18 May 2023 Aston Lark Employee Benefits Limited UpheldInsuranceDRN-4140826 The complaint Mrs H complained that Aston Lark Employee Benefits Limited didn’t pass her medical history through to the insurer when setting up her policy. What happened Mrs H took out a new private medical insurance policy through Aston Lark Employee Benefits Limited in Novemb... (2 pages)View decision -
Decision Reference DRN-4091306
18 May 2023 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4091306 The complaint Mr and Mrs M complain that Accredited Insurance (Europe) Ltd declined their claim for their lost engagement ring on their home insurance policy. What happened Mr and Mrs M had a home insurance policy that was underwritten by Accredited. They had added an engagemen... (2 pages)View decision -
Decision Reference DRN-4138509
18 May 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4138509 The complaint Mr G has complained about a kitchen installation he paid for using a fixed sum loan with Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF). What happened Mr G entered into a five-year fixed sum loan agreement with BPF in July 2021 to ... (5 pages)View decision -
Decision Reference DRN-3819272
18 May 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3819272 The complaint Mr H has complained that Monzo Bank Limited unreasonably refused to refund him £4,477 that was taken from his bank account without his authority or permission. What happened On 6 April 2022 Mr H said he was contacted by someone who said they were from Monzo who sa... (3 pages)View decision -
Decision Reference DRN-4139496
18 May 2023 AWP P&C SA UpheldInsuranceDRN-4139496 The complaint Mrs M and Mr M have complained that AWP P&C SA have not responded to a claim they made under their travel insurance policy for medical expenses. What happened Mrs M and Mr M submitted a claim under their travel insurance policy in August 2022. AWP sent a final... (2 pages)View decision -
Decision Reference DRN-4100069
18 May 2023 Sesame Limited UpheldInvestmentsDRN-4100069 The complaint Mr J complains that a PruProtect plan was mis-sold to him by a financial advisor acting as an approved representative for Sesame Limited. To keep things simple for this decision, I’ll use “Sesame” to mean them and their approved representative. What happened Mr J ... (4 pages)View decision -
Decision Reference DRN-4083704
18 May 2023 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4083704 The complaint Mr and Mrs C complain that Red Sands Insurance Company (Europe) Limited hasn’t paid for private treatment under their travel insurance policy. What happened Mr and Mrs C had a single trip travel insurance policy which covered them between 1 February and 31 March 2... (6 pages)View decision -
Decision Reference DRN-4108899
18 May 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4108899 The complaint Mr and Ms B have complained about the level of settlement Admiral Insurance (Gibraltar) Limited (“Admiral”) offered in respect of their travel insurance claim. What happened In summer 2021, Mr and Ms B and their family took a holiday in Europe. They visited variou... (3 pages)View decision
