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-4002399
19 Jun 2023 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-4002399 The complaint Mrs and Mr H complain about the way Aioi Nissay Dowa Insurance UK Limited trading as Insure the Box (“ANDI”) handled queries under Mrs H’s motor insurance policy which led to cancellation of the policy. What happened The circumstances of this complaint are well kn... (3 pages)View decision -
Decision Reference DRN-4197591
19 Jun 2023 Fairmead Insurance Limited UpheldInsuranceDRN-4197591 The complaint Mr and Mrs G have complained about their property insurer Fairmead Insurance Limited because it said they were underinsured and paid a pro-rated settlement for their fire claim. Fairmead underwrites the policy, but it is branded and administered by a different com... (3 pages)View decision -
Decision Reference DRN-4060283
19 Jun 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4060283 The complaint Mr M complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In late 2012, Mr M was approached by a re... (42 pages)View decision -
Decision Reference DRN-4045369
19 Jun 2023 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4045369 The complaint Miss O complains about Royal & Sun Alliance Insurance Limited (RSA) declining a claim under her pet insurance policy for treatment of her dog. References to RSA include their agents who administer the policy. What happened Miss O had a pet insurance policy wit... (4 pages)View decision -
Decision Reference DRN-4127186
19 Jun 2023 Aviva Insurance Limited UpheldInsuranceDRN-4127186 The complaint Mr W complains about the service he received from Aviva Insurance Limited after he made a claim under his home emergency insurance policy. Aviva is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agent. As Aviva ... (3 pages)View decision -
Decision Reference DRN-4196924
19 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4196924 The complaint Mrs T complains that HSBC UK Bank Plc (HSBC) caused an exchange loss. What happened Mrs T was getting money together to pay for a property renovation. She had a GBP account with HSBC, and a euro currency account. In September 2022, she wanted to send funds (in eur... (4 pages)View decision -
Decision Reference DRN-4183618
19 Jun 2023 Barclays Bank UK PLC UpheldMortgagesDRN-4183618 The complaint Ms K complains about what happened when she asked Barclays Bank UK PLC for a mortgage. She said its delays meant her offer didn’t last long enough for her to complete her purchase, and it refused to extend the offer until after her purchase fell through. What happ... (6 pages)View decision -
Decision Reference DRN-4124942
19 Jun 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4124942 The complaint Miss K complains that Creation Consumer Finance Ltd irresponsibly provided her with a credit account. What happened Miss K applied for and was granted a credit account with a limit of £3,500, for a high street retailer, provided by Creation, in June 2018. She took... (3 pages)View decision -
Decision Reference DRN-4160594
19 Jun 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4160594 The complaint Mr U complains that Monzo Bank Ltd won’t refund the money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here, But briefly, and based... (3 pages)View decision -
Decision Reference DRN-4012974
19 Jun 2023 Society of Lloyd's UpheldInsuranceDRN-4012974 The complaint Mr and Mrs W complain Society of Lloyd’s (“Lloyd’s”) has unfairly declined a claim they made for damage caused by subsidence. What happened In 2021, Mr and Mrs W contacted Lloyd’s to report cracks found in their property. Lloyd’s declined the claim. It said Mr and... (3 pages)View decision
