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 125399 results
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Decision Reference DRN-4317736
24 Aug 2023 Aviva Insurance Limited UpheldInsuranceDRN-4317736 The complaint Mr T has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a home emergency policy. What happened Mr T contacted Aviva to send an engineer when he drilled through an electric cable in his home. The engineer told Mr T he could repair the... (4 pages)View decision -
Decision Reference DRN-4212669
24 Aug 2023 Bamboo Limited UpheldConsumer CreditDRN-4212669 The complaint Miss D complains that Bamboo Limited, lent to her irresponsibly and without carrying out proper affordability checks. What happened In July 2022 Bamboo approved a loan of £5,000 for Miss D, which was scheduled to be repaid at approximately £500 per month over a te... (3 pages)View decision -
Decision Reference DRN-4281779
24 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4281779 The complaint Miss M says that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft that she couldn’t afford, then acted unfairly by continuing to apply charges to her account when she was in financial difficulty. What happened Miss M held an account ... (3 pages)View decision -
Decision Reference DRN-4244446
24 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4244446 The complaint Mr R is unhappy Admiral Insurance (Gibraltar) Limited declined his claim. What happened Mr R had a travel insurance policy underwritten by Admiral Insurance Gibraltar Limited (Admiral). He made a claim for the cancellation of his holiday due to his passport being ... (2 pages)View decision -
Decision Reference DRN-4175194
24 Aug 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-4175194 The complaint Mr H complains that Starling Bank Limited won’t refund money he lost as a result of a scam. In making this complaint Mr H is represented by a third-party, but for the ease of reading I’ll refer to Mr H throughout this decision. What happened The details of this co... (4 pages)View decision -
Decision Reference DRN-4310756
24 Aug 2023 Sense Network Limited UpheldPensions and AnnuitiesDRN-4310756 The complaint Mr F’s complaint is about advice he received from Acumen Financial Services (Acumen) in 2021/2022 about early retirement. Acumen is an appointed representative of Sense Network Limited who, as principal, is responsible for the advice Acumen gave. What happened I i... (6 pages)View decision -
Decision Reference DRN-4260217
24 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4260217 The complaint Mr K complains about Admiral Insurance (Gibraltar) Limited’s (“Admiral”) handling of his claim under his buildings insurance policy. Admiral are the insurers of Mr K’s policy. Part of this complaint concerns the actions of an agent. As Admiral have accepted they a... (4 pages)View decision -
Decision Reference DRN-4316689
24 Aug 2023 Starr International (Europe) Limited UpheldInsuranceDRN-4316689 The complaint D, a company, complains about Starr International (Europe) Limited’s (‘Starr’) decision to decline a claim it made under a contractor’s liability insurance policy as well as delays in dealing with it. What happened D made a claim on its Starr contractor’s liabilit... (6 pages)View decision -
Decision Reference DRN-4302055
24 Aug 2023 Citibank UK Limited UpheldInvestmentsDRN-4302055 The complaint Mrs P has complained that Citibank UK Limited (‘Citi’) failed to inform her of a corporate action that was to take place on one of her investments. She says she has lost out financially as a result. What happened Since June 2021 Mrs P held a holding of Fidelity Ta... (6 pages)View decision -
Decision Reference DRN-4224465
24 Aug 2023 Aon UK Limited UpheldInsuranceDRN-4224465 The complaint R, a limited company, has complained that it was mis-sold a business insurance policy by Aon UK Limited. Mr P, a director of R, has brought this complaint on its behalf. What happened R runs two separate leisure businesses. It took out a commercial insurance polic... (3 pages)View decision
