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 121262 results
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Decision Reference DRN-5340709
19 Feb 2025 London and Country Mortgages Ltd UpheldInsuranceDRN-5340709 The complaint Mr M has complained that London and Country Mortgages Ltd (“L&C”) mis-sold him a life and critical illness policy. What happened The background to this complaint is well known to both parties so I won’t repeat it again here in detail. In summary Mr M was so... (3 pages)View decision -
Decision Reference DRN-5343220
19 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5343220 The complaint Mr B complains that West Bay Insurance Plc (West Bay) has unfairly declined his motor insurance claim. What happened Mr B held car insurance through West Bay. Around April 2023 Mr B noticed scratches on his car so made a claim under the policy. West Bay accept... (6 pages)View decision -
Decision Reference DRN-4779205
19 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4779205 The complaint Mr C is unhappy that Monzo Bank Ltd haven’t refunded money he lost as a result of a scam. Mr C is being represented by a claims management company but for ease of reading I’ll only refer to Mr C in my decision. What happened The detailed background to this co... (4 pages)View decision -
Decision Reference DRN-5343154
19 Feb 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5343154 The complaint Mrs K complains that Domestic & General Insurance Plc (‘DGI’) declined a claim for a washing machine on her domestic appliance insurance policy. What happened In May 2024 Mrs K took out an insurance policy over the phone with DGI to cover her washing machi... (4 pages)View decision -
Decision Reference DRN-4762986
19 Feb 2025 Professional Independent Advisers Limited UpheldPensions and AnnuitiesDRN-4762986 The complaint Mr D complained about advice he was given to transfer the benefits of two defined-benefit (DB) pension schemes and one defined contribution (DC) 1 pension scheme, to a new personal pension. He says the advice, which was provided in 2018, was unsuitable for him... (13 pages)View decision -
Decision Reference DRN-5277326
19 Feb 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5277326 The complaint Miss B complains that Inter Partner Assistance SA declined part of her claim against a travel insurance policy. Reference to IPA includes its agents. What happened Miss B has travel insurance underwritten by IPA as a benefit of a bank account. She booked a pa... (3 pages)View decision -
Decision Reference DRN-5340960
19 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5340960 The complaint Miss B and Mr W are unhappy Admiral Insurance (Gibraltar) Limited (Admiral) have declined the claim they made under their home insurance policy following a storm. They’re also unhappy with the service they received during the claim. As Mr W has been leading in ... (4 pages)View decision -
Decision Reference DRN-5336396
19 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5336396 The complaint Mr and Mrs A complain that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened I issued a pro... (24 pages)View decision -
Decision Reference DRN-5165678
19 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5165678 The complaint Ms U is complaining about the way Aviva has managed a claim she made on the buildings insurance policy that covered her apartment. What happened In October 2023 Ms U contacted Aviva – through her broker – to say there had been an escape of water in her apartmen... (4 pages)View decision -
Decision Reference DRN-5342172
19 Feb 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5342172 The complaint Mrs G complains about the quality of a van supplied to her under a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (“Moneybarn”). What happened I sent Mrs G and Moneybarn my provisional findings on this complaint on 5 February 2025.... (6 pages)View decision
