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 121877 results
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Decision Reference DRN-3815227
26 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3815227 The complaint Ms C is unhappy that Monzo Bank Ltd won’t refund the money she lost after she 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 ba... (5 pages)View decision -
Decision Reference DRN-3923421
26 Jan 2023 Covea Insurance plc UpheldInsuranceDRN-3923421 The complaint Mr M and Miss M complain Covea Insurance plc has unfairly handled a claim they’ve made on their buildings insurance policy What happened Miss M has led the complaint with this Service so I’ve mainly referred to her throughout. References to Miss M and Covea includ... (4 pages)View decision -
Decision Reference DRN-3927979
26 Jan 2023 Caxton Payments Limited UpheldBanking and PaymentsDRN-3927979 The complaint Ms K is unhappy Caxton Payments Limited won’t refund money she lost as a result of a payment she didn’t authorise. What happened It is undisputed that, in June 2021, Ms K’s email account was accessed by a third party. That third party was able to reset her Caxton ... (3 pages)View decision -
Decision Reference DRN-3927568
26 Jan 2023 Target Servicing Limited UpheldMortgagesDRN-3927568 The complaint Mr and Mrs T are unhappy about the fact they had to instruct – and pay for – a solicitor to redeem their Help to Buy (HTB) shared equity loan when they sold their property. They also say Target Servicing Limited initially told them in January 2021 that a solicitor... (4 pages)View decision -
Decision Reference DRN-3892952
26 Jan 2023 Covea Insurance plc UpheldInsuranceDRN-3892952 The complaint Mr L complains about Covea Insurance plc’s (“Covea”) delay in handling his car insurance claim which he says led to him having to pay higher premiums. What happened The background to this complaint is well known to both parties, so I won’t go over it in great deta... (3 pages)View decision -
Decision Reference DRN-3927819
26 Jan 2023 AWP P&C SA UpheldInsuranceDRN-3927819 The complaint Mrs and Mr A complain about the way AWP P&C SA (“AWP”) handled their claim against their home emergency insurance policy. Any reference to AWP includes their agents. What happened The details of this complaint are well known to both parties, so I will not repe... (2 pages)View decision -
Decision Reference DRN-3867780
26 Jan 2023 Target Servicing Limited UpheldMortgagesDRN-3867780 The complaint Mrs A complains about how Target Servicing Limited has administered her second charge mortgage (secured loan). In particular, she’s unhappy that it repeatedly sends her arrears letters even though she believes she’s paid on time. And she’s unhappy with what it has... (6 pages)View decision -
Decision Reference DRN-3905843
26 Jan 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3905843 The complaint Miss S complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim she made under her home insurance policy. What happened Miss S has a home insurance policy underwritten by Admiral. She first took it out in February 2020. It provides cover for con... (4 pages)View decision -
Decision Reference DRN-3916867
26 Jan 2023 British Gas Insurance Limited UpheldInsuranceDRN-3916867 The complaint Mr P complains about the level of service received from British Gas Insurance Limited following a claim against his HomeCare insurance policy. What happened Mr P reported a leak to British Gas in 2021 from a pipe attached to the hot water cylinder. Mr P says engin... (3 pages)View decision -
Decision Reference DRN-3927013
26 Jan 2023 Fairmead Insurance Limited UpheldInsuranceDRN-3927013 The complaint Mr and Mrs A complain that, in respect of a claim for water damage to their let property, Fairmead Insurance Limited has delayed, failed to provide test results, and failed to offer an adequate settlement. I shall refer to Fairmead throughout although most of the ... (3 pages)View decision
