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-3940166
17 Feb 2023 Admiral Insurance Company Limited UpheldInsuranceDRN-3940166 The complaint Mrs H and Mr H complain that Admiral Insurance Company Limited won’t carry out all the repairs to their car following a claim made on their motor insurance policy. They are also unhappy that they were given incorrect information about their courtesy car entitlemen... (2 pages)View decision -
Decision Reference DRN-3710798
17 Feb 2023 Society of Lloyd's UpheldInsuranceDRN-3710798 The complaint Mr D and Ms R complained about Society of Lloyd's. They aren’t happy about the way it settled a claim under their home insurance policy. For ease of reading any reference to Lloyd’s includes the actions of its agents which it is responsible for. What happened... (2 pages)View decision -
Decision Reference DRN-3651522
17 Feb 2023 Vitality Health Limited UpheldInsuranceDRN-3651522 The complaint Miss H is unhappy Vitality Health Limited declined cover for treatment under her private medical insurance policy. What happened In September 2019 Miss H was diagnosed with severe PMT (Pre-Menstrual Tension) by her consultant. Over the next two years they exhauste... (3 pages)View decision -
Decision Reference DRN-3937594
17 Feb 2023 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-3937594 The complaint Miss W has complained about the way in which Lloyds Bank General Insurance Limited (‘Lloyds’) handled her claim under her home insurance policy following water damage to her home. For the avoidance of doubt, the term ‘Lloyds’ includes its agents, claims consultant... (6 pages)View decision -
Decision Reference DRN-3786661
17 Feb 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3786661 The complaint Mr I complains that Monzo Bank Ltd (Monzo) won’t refund all the money he lost to an authorised push payment (APP) scam. What happened The details of this complaint are well known to both parties. So rather than repeat them all again here, I’ll briefly summarise th... (2 pages)View decision -
Decision Reference DRN-3842808
17 Feb 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3842808 The complaint Mrs V complains Gallium Fund Solutions Limited (“Gallium”) are responsible for money she lost on a high-risk investment that she believes shouldn’t have been sold to her. What happened Mrs V was sold her bond – a three-year fixed monthly income IFISA bond – in Jul... (5 pages)View decision -
Decision Reference DRN-3972378
17 Feb 2023 Starling Bank Limited UpheldBanking and PaymentsDRN-3972378 The complaint Ms P and Mr T complain that Starling Bank Limited closed their account without providing them notice of closure. What happened Ms P and Mr T had a personal joint bank account which they were actively using with Starling. On 28 January 2022, they said Starling clos... (3 pages)View decision -
Decision Reference DRN-3953208
17 Feb 2023 Aviva Insurance Limited UpheldInsuranceDRN-3953208 The complaint A club that I’ll refer to as F has complained that Aviva Insurance Limited only paid for one period of loss following its business interruption insurance claim for multiple periods of closure. Mr J has brought the complaint on F’s behalf. What happened F held busi... (6 pages)View decision -
Decision Reference DRN-3889458
17 Feb 2023 Allianz Insurance Plc UpheldInsuranceDRN-3889458 The complaint Mr K complains about Allianz Insurance PLC (Allianz) who declined his claim under his home insurance policy. What happened Mr K said that he owned his property for several years without any major structural defects. In 2014, there was a storm that caused damage to... (3 pages)View decision -
Decision Reference DRN-3947390
17 Feb 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3947390 The complaint Mr K is a sole trader. He complains that Lloyds Bank Plc didn’t transfer some accounts as he expected, which impacted his business. What happened Mr K told us: He had previously opened several executor accounts with Lloyds. He would make an appointment in branch,... (6 pages)View decision