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-3969031
29 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-3969031 The complaint Mr V complained that Admiral Insurance (Gibraltar) Limited took too long to deal with a third- party claim under his motor insurance policy What happened Mr V’s daughter was driving his car when it was involved in an accident. His car wasn’t damaged and so he didn... (2 pages)View decision -
Decision Reference DRN-4031438
29 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4031438 The complaint Ms O is unhappy with the way Monzo Bank Ltd (‘Monzo’) handled her claim for a refund of a payment she made using her Monzo debit card. What happened In January 2022, Ms O paid a business I’ll call ‘B’ £2,943.36 to have bariatric surgery overseas. She used her Monz... (7 pages)View decision -
Decision Reference DRN-4041289
29 Mar 2023 BISL Limited UpheldInsuranceDRN-4041289 The complaint Mr B complains that BISL Limited didn’t provide him with confirmation of his full no claims history. What happened Mr B had a car insurance policy with BISL that renewed each year from 2016. In January 2023 it decided not to offer renewal for another year. Mr B re... (2 pages)View decision -
Decision Reference DRN-4028172
29 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-4028172 The complaint Mr H complains Ageas Insurance Limited unfairly declined a claim he made for lost rings on a contents insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on providing m... (2 pages)View decision -
Decision Reference DRN-4036745
29 Mar 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4036745 The complaint Mr M complains that Admiral Insurance (Gibraltar) Limited won’t fully rectify damage caused after he made a glass claim on his motor insurance policy. He wants all the damage repaired and broken glass removed. What happened The rear window of Mr M’s car was damag... (2 pages)View decision -
Decision Reference DRN-4054010
29 Mar 2023 QIC Europe Ltd UpheldInsuranceDRN-4054010 The complaint Mr J and Mrs J have complained that QIC Europe Ltd (QIC) unfairly declined a claim for accidental damage under their home insurance policy. What happened Mr J contacted QIC when a glass roof pane shattered. He said he thought it might be heat related. QIC was unab... (3 pages)View decision -
Decision Reference DRN-4051334
29 Mar 2023 Lurgan Credit Union Limited UpheldConsumer CreditDRN-4051334 The complaint The complaint is that Lurgan Credit Union Limited (LCU) lent irresponsibly to Miss S. I understand Miss S is now subject to a Bankruptcy Order and the Official Receiver has declared an interest in this complaint. What happened Since 2001, Miss S has taken out 28 l... (6 pages)View decision -
Decision Reference DRN-3966286
29 Mar 2023 The Co-operative Bank Plc UpheldMortgagesDRN-3966286 The complaint Miss G and Mr J complain that The Co-operative Bank Plc (trading as Platform) caused delays with their mortgage application and property purchase. They ask for compensation. What happened Miss G and Mr J were buying a property. In March 2022 they applied to Platfo... (3 pages)View decision -
Decision Reference DRN-4008731
29 Mar 2023 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-4008731 The complaint Mrs C complains that a car that was supplied to her under a hire purchase agreement with MI Vehicle Finance Limited, trading as Mann Island, wasn’t of satisfactory quality. Mrs C’s partner is also involved in her complaint. What happened I issued provisional decis... (6 pages)View decision -
Decision Reference DRN-4000131
29 Mar 2023 Embark Services Limited UpheldPensions and AnnuitiesDRN-4000131 The complaint Mr H complains that Embark Services Limited (Embark) provided a poor service for his Self- Invested Personal Pension (SIPP). He also considers that he’s been charged fees for services he hasn’t received. What happened Mr H has had a SIPP with Embark since 2009. He... (7 pages)View decision