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 120469 results
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Decision Reference DRN-3924539
3 Feb 2023 esure Insurance Limited UpheldInsuranceDRN-3924539 The complaint Mrs H complains that esure Insurance Limited made an unfair offer to settle a claim she made on her car insurance policy. What happened Mrs H insured her car with esure. She made a claim for damage to her car after she was involved in an accident. esure declared i... (4 pages)View decision -
Decision Reference DRN-3903848
3 Feb 2023 Haven Insurance Company Limited UpheldInsuranceDRN-3903848 The complaint Mrs J complains that Haven Insurance Company Limited mishandled her claim on a taxi insurance policy. Where I refer to Haven, I refer to the above-named insurance company and I include claims- handlers and others insofar as I hold Haven responsible for their acts ... (3 pages)View decision -
Decision Reference DRN-3944472
3 Feb 2023 Santander UK Plc UpheldMortgagesDRN-3944472 The complaint This complaint has been brought on behalf of the estate of Ms J by the executor, who I’ll refer to as Mr E. Mr E says Santander UK Plc has been unfair in the way its dealt with the mortgage account. He asks that Santander accepts repayment of the mortgage from him... (2 pages)View decision -
Decision Reference DRN-3785512
3 Feb 2023 QIC Europe Ltd UpheldInsuranceDRN-3785512 The complaint Mr L has complained about the actions of an agent when attending his property as part of QIC Europe Ltd’s consideration of an escape of water claim. What happened In May 2022 Mr L reported an escape of water from a bathroom which caused damage to his bungalow. Inc... (3 pages)View decision -
Decision Reference DRN-3665867
3 Feb 2023 Inspirational Financial Management Ltd UpheldPensions and AnnuitiesDRN-3665867 The complaint Mr J complains about the advice Inspirational Financial Management Ltd (‘IFM’) gave to transfer the benefits he held in the British Steel Pension Scheme (‘BSPS’) to a personal pension. The BSPS was a defined benefit (‘DB’) occupational pension scheme. He says the ... (12 pages)View decision -
Decision Reference DRN-3944293
3 Feb 2023 Great Lakes Insurance SE UpheldInsuranceDRN-3944293 The complaint Mr and Mrs F complain because Great Lakes Insurance SE hasn’t paid a claim for a cancelled holiday under their travel insurance policy. All references to Great Lakes include the agents it has appointed to handle claims on its behalf. What happened Mr and Mrs F hel... (5 pages)View decision -
Decision Reference DRN-3755422
3 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3755422 The complaint Mr P is unhappy Monzo Bank Ltd won’t refund transactions he didn’t make. 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 reasons for my decisio... (2 pages)View decision -
Decision Reference DRN-3924306
3 Feb 2023 Loans 2 Go Limited UpheldConsumer CreditDRN-3924306 The complaint Mr R has complained that Loans 2 Go Limited (L2G) was irresponsible in lending to him because the loans weren’t affordable. What happened Mr R was advanced a total of three loans by L2G and a summary of his borrowing can be found in the table below. loan number l... (4 pages)View decision -
Decision Reference DRN-3942221
3 Feb 2023 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3942221 The complaint Miss C is unhappy that a car supplied to her under a fixed sum loan agreement with Mitsubishi HC Capital UK Plc was of an unsatisfactory quality. Miss C is being represented in this complaint by Mr S. However, for ease of reference in my decision, I’ll refer to an... (5 pages)View decision -
Decision Reference DRN-3944194
3 Feb 2023 HMCA Insurance Ltd UpheldInsuranceDRN-3944194 The complaint Mr and Mrs S complain about HMCA Insurance Ltd’s decision to limit the amount paid towards claims made under their private medical insurance policy. What happened Mr and Mrs S took out the policy which started on 1 June 2021. Mr S is named as the main member, and ... (3 pages)View decision
