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
-
Decision Reference DRN-4079365
25 Apr 2023 Great Lakes Insurance SE UpheldInsuranceDRN-4079365 The complaint Mr and Mrs B complain that Great Lakes Insurance SE cancelled their travel insurance policy. 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, in September 2021, Mr and Mrs B took out... (3 pages)View decision -
Decision Reference DRN-3960490
25 Apr 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-3960490 The complaint Mr F complains about the service he received from Bank of Scotland plc trading as Halifax. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I will focus on the reasons for my decision. What I’ve deci... (2 pages)View decision -
Decision Reference DRN-4030550
25 Apr 2023 Aviva Insurance Limited UpheldInsuranceDRN-4030550 The complaint Mrs K complains about the service she’s received after making a claim on her home emergency policy with Aviva Insurance Limited. Aviva are the underwriters (insurers) of this policy. Part of this complaint concerns the actions of their appointed agents. As Aviva h... (3 pages)View decision -
Decision Reference DRN-4023352
25 Apr 2023 Zurich Insurance Company Ltd UpheldInsuranceDRN-4023352 The complaint Miss W complains about how Zurich Insurance Company Ltd handled her claim on her home insurance following an escape of water at her home. Miss W has been represented by a third party at points throughout the claim and complaint, however for ease of reading, all re... (3 pages)View decision -
Decision Reference DRN-3934123
25 Apr 2023 Allianz Insurance Plc UpheldInsuranceDRN-3934123 The complaint Mr M complains Allianz Insurance Plc wrongly withdrew funding under his legal expenses insurance policy to pursue a claim against his neighbour in connection with access to his property. Mr M is represented by a family member in relation to the insurance claim and... (9 pages)View decision -
Decision Reference DRN-3989532
25 Apr 2023 AWP P&C SA UpheldInsuranceDRN-3989532 The complaint Mr S is unhappy that AWP P&C SA hasn’t paid a claim made on his travel insurance policy in full – and the time taken to handle his claim. What happened Mr S has the benefit of a travel insurance policy as part of his bank account (‘the policy’). The policy is ... (3 pages)View decision -
Decision Reference DRN-4031262
25 Apr 2023 AWP P&C SA UpheldInsuranceDRN-4031262 The complaint Mr and Mrs S complain that AWP P&C SA didn’t provide them with enough information about the evidence they’d need to make a successful claim on a travel insurance policy. As Mr S brought the complaint, for ease, I’ve referred mainly to him. What happened In Jan... (3 pages)View decision -
Decision Reference DRN-4004110
25 Apr 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4004110 The complaint Mr B says that HSBC UK Bank Plc (“HSBC”) acted unfairly by continuing to apply charges to his account when he was in financial difficulty. What happened Mr B held an account with HSBC with a £800 overdraft. Mr B complained to HSBC regarding the overdraft charges a... (3 pages)View decision -
Decision Reference DRN-4001820
25 Apr 2023 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4001820 The complaint Ms D complains Clydesdale Bank Plc – trading as “Virgin Money” – hasn’t refunded two transactions that she’s disputed and didn’t stop them going out in the first place. What happened Ms D has an account with Virgin Money and an account with another bank – who I’ll... (2 pages)View decision -
Decision Reference DRN-3966957
25 Apr 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3966957 The complaint Ms H complains Monzo Bank Ltd hasn’t refunded transactions that she’s disputed. What happened Ms H had a Monzo account between June 2022 and November 2022. Monzo gave Ms H notice of its intention to close her account in September 2022. Monzo did so after Ms H disp... (3 pages)View decision