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 128312 results
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Decision Reference DRN-3708139
17 Mar 2023 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3708139 The complaint Miss F complains about Sainsbury's Bank Plc. She says that Sainsbury’s didn’t do enough to protect her from becoming the victim of a scam and would like Sainsbury’s to pay her back the money she has lost as a result of the scam. What happened Miss F was look... (3 pages)View decision -
Decision Reference DRN-4026640
17 Mar 2023 AWP P&C SA UpheldInsuranceDRN-4026640 The complaint Mr M complains that AWP P&C SA turned down his travel insurance claim. What happened Mr M holds travel insurance cover through AWP. He made a claim for personal possessions and money after he was robbed abroad. AWP turned down the claim because the police repo... (2 pages)View decision -
Decision Reference DRN-4011285
17 Mar 2023 Ageas Insurance Limited UpheldInsuranceDRN-4011285 The complaint Mr M and Ms T complain about Ageas Insurance Limited’s handling of a claim made under their home insurance policy. What happened The long and often complex background to this complaint is very well known to both Mr M and Ms T and Ageas. So, I’ll give only a brief ... (9 pages)View decision -
Decision Reference DRN-3976179
17 Mar 2023 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-3976179 The complaint Mr C complains that Options UK Personal Pensions LLP (formerly Carey Pensions) (‘Options’) shouldn’t have accepted a transfer of his occupational pension scheme into a self-invested personal pension (‘SIPP’). What happened In 2012, Mr C says he was approached by s... (40 pages)View decision -
Decision Reference DRN-4006365
17 Mar 2023 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4006365 The complaint Mr B and Mrs B complain about Liverpool Victoria Insurance Company Limited’s (“LV”) handling of their claim under their home insurance policy. LV are the insurers of Mr B and Mrs B’s policy. Part of this complaint concerns the actions of an agent. As LV have accep... (3 pages)View decision -
Decision Reference DRN-3978117
17 Mar 2023 Automobile Association Insurance Services Limited UpheldInsuranceDRN-3978117 The complaint Miss T complains that Automobile Association Insurance Services Limited (AAISL) referred her to an accident management company (AMC) for credit hire, without explaining the options available to her, when her car was damaged. What happened Miss T bought her motor i... (3 pages)View decision -
Decision Reference DRN-3936585
17 Mar 2023 James Hay Administration Company Ltd UpheldInvestmentsDRN-3936585 The complaint Mr F complains that James Hay Administration Company Ltd (James Hay) failed to confirm that it had opened a Selftrade account for him. As a result of the delay in confirming that the account had been opened, Mr F says he suffered a financial loss as he was unable ... (7 pages)View decision -
Decision Reference DRN-3846383
17 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3846383 The complaint Miss L complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to a purchase scam. What happened Miss L saw a leather handbag advertised for sale by a seller on Instagram. She explains it was inspired by the shape of a designer brand, bu... (4 pages)View decision -
Decision Reference DRN-4031780
17 Mar 2023 Tesco Underwriting Limited UpheldInsuranceDRN-4031780 The complaint Mrs E is unhappy with the amount Tesco Underwriting Limited paid in settlement of her motor insurance claim. What happened Mrs E was involved in a car accident and made a claim on her car insurance policy. Tesco deemed the car a total loss and decided to settle th... (3 pages)View decision -
Decision Reference DRN-4027655
17 Mar 2023 Inter Partner Assistance SA UpheldInsuranceDRN-4027655 The complaint Mr S and Mrs K complain about Inter Partner Assistance SA (“esure”) for how it handled their claim for repairs to a boiler. They want esure to reimburse them for the costs they incurred, and to increase its offer of compensation. What happened Mr S and Mrs K held ... (3 pages)View decision