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 121115 results
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Decision Reference DRN-3479135
22 Jul 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3479135 The complaint The estate of Ms A (“The Estate”) is unhappy that TSB Bank plc released the proceeds of the late Ms A’s accounts to a person who wasn’t legally entitled to it. What happened Ms A held several accounts with TSB. Sadly, in November 2017, she died. Following this, Th... (2 pages)View decision -
Decision Reference DRN-3552617
22 Jul 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3552617 Complaint Mr M has complained that Mitsubishi HC Capital UK Plc trading as Hitachi Capital Consumer Finance (“Hitachi”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. Background Mr M bought solar panels for his home in 2014. The purchase was fun... (3 pages)View decision -
Decision Reference DRN-3127383
22 Jul 2022 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3127383 The complaint Mr O, through his representatives, complains that Zurich Assurance Ltd caused delays in his claim for his deceased wife’s by incorrectly requiring a grant of probate. He says this caused him financial loss, distress, and inconvenience. He wants compensation. What ... (3 pages)View decision -
Decision Reference DRN-3222441
22 Jul 2022 Markerstudy Insurance Company Limited UpheldInsuranceDRN-3222441 The complaint Mr D complains that Markerstudy Insurance Company Limited failed to deal with his claim in a reasonable time frame which resulted in a fault claim being recorded against him. What happened Mr D’s car was hit by another vehicle on 19 October 2018 whilst it was park... (3 pages)View decision -
Decision Reference DRN-3609873
22 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3609873 The complaint The estate of Mrs M is unhappy with Royal & Sun Alliance Insurance Limited’s (RSA) handling of a subsidence claim made under the late Mrs M’s home insurance policy. What happened In September 2018 the late Mrs M noticed movement of her conservatory and reporte... (4 pages)View decision -
Decision Reference DRN-2953292
22 Jul 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-2953292 The complaint Miss W complains about advice she received from Portal Financial Services LLP (‘Portal’) in relation to a defined benefit (‘DB’) occupational pension scheme (‘OPS’). Portal processed the transfer of Miss W’s OPS benefits on an ‘insistent client’ basis to a persona... (12 pages)View decision -
Decision Reference DRN-3584990
22 Jul 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3584990 The complaint Mr G has complained about the poor service he received from AXA Insurance UK Plc when he made a claim under his car insurance policy. What happened Mr G made a claim to AXA in January 2021 as his car had been damaged. He reported damage to the roof and to the bonn... (4 pages)View decision -
Decision Reference DRN-3595145
22 Jul 2022 Aviva Insurance Limited UpheldInsuranceDRN-3595145 The complaint Mrs F complains Aviva Insurance Limited has unfairly dealt with a claim made by a third party on her motor insurance policy. What happened The background to this complaint is well known to the parties, so I’ve included a summary here. Mrs F has a motor insurance ... (2 pages)View decision -
Decision Reference DRN-3402697
22 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3402697 The complaint Mr S is unhappy Monzo Bank Ltd won’t refund the money he lost as the result of a scam. What happened Mr S was told through a colleague about an investment opportunity with an online platform – I will refer to as B. Mr S says he carried out an internet search and h... (5 pages)View decision -
Decision Reference DRN-3608586
22 Jul 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3608586 The complaint Mrs and Mr C complain about how Royal & Sun Alliance Insurance Limited (“RSA”) handled a claim under their home insurance policy. What happened Mrs and Mr C have a home insurance policy with RSA covering their house. In November 2019 water entered their cellar... (3 pages)View decision
