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 128535 results
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Decision Reference DRN-4002260
26 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4002260 The complaint Mr and Mrs H complain about the way that Aviva Insurance Limited dealt with their claim for Accidental Damage and/or theft following a house move. What happened In May 2022, following a house move, Mr and Mrs H realised that a lot of their items had been damaged o... (3 pages)View decision -
Decision Reference DRN-3806074
26 Apr 2023 Tedaisy Underwriting Limited UpheldInsuranceDRN-3806074 The complaint Mrs W has complained that Tedaisy Underwriting Limited gave her unclear information about the renewal of her pet insurance policy. What happened Mrs W she’d always insured her pet. In August 2020 she received an email saying the policy would renew on 13 September ... (2 pages)View decision -
Decision Reference DRN-3895891
26 Apr 2023 NewDay Ltd UpheldBanking and PaymentsDRN-3895891 The complaint Mr L complains that NewDay Ltd failed to protect his account and initially held him liable for the debt caused by fraudulent transactions on his account. There was then a failure to properly administer the account for several months. What happened Mr L held a cred... (4 pages)View decision -
Decision Reference DRN-4089190
26 Apr 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-4089190 The complaint Mr H and Mrs H complain that Metro Bank PLC failed to refund transactions they didn’t recognise and provided account details to a third party. What happened Mr H and Mrs H opened an account with Metro for emergency use. During the opening of the account, Metro mis... (3 pages)View decision -
Decision Reference DRN-4099470
26 Apr 2023 Nexus Independent Financial Advisers Limited UpheldInvestmentsDRN-4099470 The complaint Mrs S has complained about the advice she received, the costs involved in switching her investments and the level of risk her portfolio had been exposed to by Nexus Independent Financial Advisers Limited (‘Nexus’). She would like to be financially compensated for ... (7 pages)View decision -
Decision Reference DRN-4027562
26 Apr 2023 AWP P&C SA UpheldInsuranceDRN-4027562 The complaint Ms M complains about how AWP P&C SA dealt with a claim against her travel insurance policy. Reference to AWP includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary,... (3 pages)View decision -
Decision Reference DRN-4065498
26 Apr 2023 Acromas Insurance Company Limited UpheldInsuranceDRN-4065498 The complaint Mr C complains Acromas Insurance Company Limited unfairly declined a claim against his Parts and Garage cover. What happened The background to the complaint is known to all parties so I won’t repeat it here. Instead I’ll focus on giving the reasons for my decision... (2 pages)View decision -
Decision Reference DRN-4027427
26 Apr 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4027427 The complaint Mr and Mrs B complain about how AXA Insurance UK Plc handled and settled a claim they made under their home insurance policy for storm damage. What happened Mr and Mrs B purchased a household insurance policy via an insurance broker. This policy is provided by AXA... (4 pages)View decision -
Decision Reference DRN-4099754
26 Apr 2023 Markerstudy Insurance Company Limited UpheldInsuranceDRN-4099754 The complaint Mr H’s representative complains on his behalf that Markerstudy Insurance Company Limited (Markerstudy) did not settle his claim on his motor insurance policy fairly. References to Mr H, or his representative, will include the other. There are several parties and r... (5 pages)View decision -
Decision Reference DRN-3258612
26 Apr 2023 Allium Money Limited UpheldConsumer CreditDRN-3258612 The complaint Mr S complains about the supply and installation of windows and doors which he paid for with a loan financed by Allium Money Limited. What happened In June 2019 Mr S bought some doors and windows for his home. Their cash price was £7,150, and his purchase was fina... (4 pages)View decision