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 125299 results
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Decision Reference DRN-3909349
27 Jan 2023 Aviva Insurance Limited UpheldInsuranceDRN-3909349 The complaint E complains about the time it took for Aviva Insurance Limited to settle a claim on its commercial vehicle insurance policy. Reference to Aviva includes its agents. What happened E holds a commercial vehicle insurance policy with Aviva. When one of its employees a... (2 pages)View decision -
Decision Reference DRN-3929741
27 Jan 2023 esure Insurance Limited UpheldInsuranceDRN-3929741 The complaint Mr D complains about how esure Insurance Limited handled a claim he made on his motor insurance policy. Reference to esure includes its agents What happened Mr D holds a motor insurance policy with esure. After he was involved in an accident, he made a claim which... (2 pages)View decision -
Decision Reference DRN-3770791
27 Jan 2023 Acasta European Insurance Company Limited UpheldInsuranceDRN-3770791 The complaint Mrs R has complained about how Acasta European Insurance Company Limited (Acasta Europe) handled a claim she made against her furniture warranty. What happened Mrs R purchased a sofa in November 2018, and at the same time took out a five-year warranty which provid... (4 pages)View decision -
Decision Reference DRN-3549289
27 Jan 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3549289 The complaint Mrs K complains about how NewDay Ltd trading as Marbles dealt with her request for a payment plan and the service it provided around this. What happened In August 2020, Mrs K sent NewDay a letter explaining that she was experiencing financial difficulties and want... (2 pages)View decision -
Decision Reference DRN-3929849
27 Jan 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3929849 The complaint Mrs A complains she was mis-sold a bond by Basset Gold Limited (“BG Ltd”), an appointed representative of Gallium Fund Solutions Limited (“Gallium”). She believes the bond was mis-sold because she thought the bond was low risk and she wasn’t given appropriate risk... (5 pages)View decision -
Decision Reference DRN-3920659
27 Jan 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3920659 The complaint Mrs H complained about what happened when she asked National Westminster Bank Plc to transfer some money from her account, to a different account she used more often. What happened Mrs H told us that she was trying to buy a property, and took some money out of inv... (5 pages)View decision -
Decision Reference DRN-3931077
27 Jan 2023 QIC Europe Ltd UpheldInsuranceDRN-3931077 The complaint Mr D complains that QIC Europe Limited (‘QIC’) declined a claim on his home insurance for damage to a gable wall during a storm. QIC used a third party company to handle Mr D’s claim and most of his correspondence has been with this company rather than directly wi... (5 pages)View decision -
Decision Reference DRN-3893644
27 Jan 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3893644 The complaint Mr K is unhappy with Bank of Scotland plc trading as Halifax’s conduct in handling the closure of his bank account. Mr K’s account was with Halifax, a trading name of Bank of Scotland plc. For the purposes of this provisional decision I will refer only to Bank of ... (5 pages)View decision -
Decision Reference DRN-3923782
27 Jan 2023 Caxton Payments Limited UpheldBanking and PaymentsDRN-3923782 The complaint Ms H complains that Caxton FX Ltd won’t refund payments she says she didn’t make. What happened Ms H says she left her card in a public transport payment machine on 13 July 2021. She wasn’t able to contact Caxton or access the app. And payments of EUR 70.31 were d... (4 pages)View decision -
Decision Reference DRN-3516698
27 Jan 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3516698 Complaint Mr T is unhappy that Monzo Bank Ltd won’t reimburse him after he fell victim to an investment scam. Background The background to this case is well known to the parties and was set out at length in the Investigator’s view, so I don’t intend to repeat it here. Briefly, ... (3 pages)View decision
