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 120614 results
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Decision Reference DRN-3722316
27 Sep 2022 CETA Insurance Limited UpheldInsuranceDRN-3722316 The complaint Mr S complains on behalf of a limited company, who I’ll refer to as T, about how CETA Insurance Limited (CETA) handled the administration of its business insurance policy. What happened T has a business insurance policy arranged through CETA. In August 2020 the bu... (3 pages)View decision -
Decision Reference DRN-3710795
27 Sep 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3710795 The complaint Mr K complains Barclays Bank UK PLC didn’t let him know it removed funds from his account or tell him why. He wants compensation for the distress this caused him. What happened The facts which led to Mr K bringing his complaint to our service are well known to bot... (2 pages)View decision -
Decision Reference DRN-3679895
27 Sep 2022 American International Group UK Limited UpheldInsuranceDRN-3679895 The complaint Miss H has complained that American International Group UK Ltd failed to repair or replace her device in a reasonable amount of time, and provided poor customer service. What happened Miss H contacted AIG in September 2021 about an issue with her phone as she held... (2 pages)View decision -
Decision Reference DRN-3720852
27 Sep 2022 Barclays Bank Plc UpheldInvestmentsDRN-3720852 The complaint Mrs L complains about the poor service she received from Barclays Bank PLC. She says: Correspondence about the closure of one of her funds was sent to a wrong email address, meaning she couldn’t surrender the fund early. She’d been a client of Barclays for 10 ye... (3 pages)View decision -
Decision Reference DRN-3721408
27 Sep 2022 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-3721408 The complaint Miss M complains about the way DAS Legal Expenses Insurance Company Limited has handled claims made under her legal expenses insurance policy. What happened In October 2019, Miss M made a claim under her policy to pursue legal action against her employer for disab... (6 pages)View decision -
Decision Reference DRN-3714583
27 Sep 2022 Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. UpheldInsuranceDRN-3714583 The complaint Mr M complains that Mapfre Asistencia, Compania Internacional De Seguros y Reaseguros, S.A. (“Mapfre”) hasn’t fairly settled his travel insurance claim. What happened Mr M took out an annual multi- trip travel insurance policy in 2019 which was insured by Mapfre. ... (4 pages)View decision -
Decision Reference DRN-3635589
27 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3635589 The complaint Miss F complains that Monzo Bank Ltd did not reimburse the money she transferred to a fraudster. What happened Miss F has been the victim of two social media investment scams. The first one happened on 26 May 2021 when Miss F received a request to follow a lady wh... (5 pages)View decision -
Decision Reference DRN-3684860
27 Sep 2022 AWP P&C SA UpheldInsuranceDRN-3684860 The complaint Mrs W complains that AWP P&C SA didn’t fully settle a claim he made on her motor warranty. What happened Mrs W holds a motor warranty with AWP. When her car developed a fault, it was taken to a repairer to diagnose the problem. Mrs W says the repairer refused ... (2 pages)View decision -
Decision Reference DRN-3458096
27 Sep 2022 Short Term Finance Limited UpheldConsumer CreditDRN-3458096 The complaint Mrs M, through her representative, complains that Short Term Finance Limited (STFL) lent to her irresponsibly. These were home-collected loans. What happened STFL has sent to us information on loans Mrs M has had since 2015. Loan number - being the ones we know ... (8 pages)View decision -
Decision Reference DRN-3721780
27 Sep 2022 Inter Partner Assistance SA UpheldInsuranceDRN-3721780 The complaint Mr and Mrs H complain about the way Inter Partner Assistance SA (“IPA”) has handled a claim under their legal expenses insurance policy. Where I refer to IPA, this includes its agents and claims handlers. What happened In 2012, Mr and Mrs H made a claim under thei... (7 pages)View decision
