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-4207493
16 Aug 2023 Rock Insurance Services Limited UpheldInsuranceDRN-4207493 The complaint Mr and Mrs B complain Rock Insurance Services Limited made an error with their travel insurance policy. What happened Mr and Mrs B took out a single trip travel insurance policy, sold by Rock Insurance and underwritten by a company I will refer to as ‘Insurer X’. ... (3 pages)View decision -
Decision Reference DRN-4260683
16 Aug 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4260683 The complaint Mr S has complained that Royal & Sun Alliance Insurance Limited (RSA) has rejected a claim for the treatment of his pet dog on the ground that her treatment was for a pre-existing condition. What happened Mr S acquired his pet dog, who I’ll refer to as “D”, fr... (3 pages)View decision -
Decision Reference DRN-4260161
16 Aug 2023 National Savings and Investments UpheldBanking and PaymentsDRN-4260161 The complaint Mrs M, who is represented by her husband, complains she couldn’t access her funds for a considerable period following National Savings and Investments’ implementation of strong customer authentication. What happened Mrs M has held a cash ISA with National Savings ... (4 pages)View decision -
Decision Reference DRN-4282583
16 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4282583 The complaint Mr L has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In summer 2022, Mr L saw an advert on social media for a cryptocurrency investing website. He gave the website his contact details and entered into... (3 pages)View decision -
Decision Reference DRN-4285522
16 Aug 2023 Amtrust Europe Limited UpheldInsuranceDRN-4285522 The complaint Mr K’s complaint is about a claim he made on his Amtrust Europe Limited legal expenses insurance policy. Mr K says Amtrust have treated him unfairly by not accepting his claim and causing delays in dealing with it. What happened Mr K made a claim on his Amtrust le... (3 pages)View decision -
Decision Reference DRN-4225636
16 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4225636 The complaint Mrs M and Mr S complain about how UKI Bank General Insurance Limited (UKI) handled a claim under their home insurance policy for damage to their property from a leak. UKI use agents to administer the policy and to assess claims. Reference to UKI includes these age... (5 pages)View decision -
Decision Reference DRN-4144710
16 Aug 2023 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4144710 The complaint A company, which I’ll refer to as R, complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) won’t refund payments it didn’t make. Mr K, who is a director of R, brings the complaint on R’s behalf. Mrs K is also a director of R, who I’ll refer ... (2 pages)View decision -
Decision Reference DRN-4050810
16 Aug 2023 Target Servicing Limited UpheldMortgagesDRN-4050810 The complaint Mr and Mrs J complain that Target Servicing Limited continued to write to them about properties they didn’t own or have loans against after it should have corrected its records. What happened Mr and Mrs J have a mortgage administered by Target Servicing Limited. I... (3 pages)View decision -
Decision Reference DRN-4291530
16 Aug 2023 Policywave Limited UpheldInsuranceDRN-4291530 The complaint Mr L complains that Policywave Limited referred him to an accident management company (“AMC”) for credit hire and repair when his car was damaged, who didn’t handle his claim well. What happened Mr L’s car was hit by a third party driver so he called Policywave to... (4 pages)View decision -
Decision Reference DRN-4304707
16 Aug 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4304707 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) didn’t close his account. What happened Mr S called Virgin on 8 April 2019 and said he wanted to close his account. The limit was £24,500 and the balance then was zero. On 9 April 2019, a r... (2 pages)View decision
