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 121668 results
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Decision Reference DRN-5261085
5 Feb 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5261085 The complaint Ms S has complained about her previous car insurer Marshmallow Insurance Limited (MM) because it won’t refund her 50% of her premium for the policy year 2022/2023 when she was insured with another insurer. What happened Ms S had cover with MM in 2021. She did ... (2 pages)View decision -
Decision Reference DRN-5308608
5 Feb 2025 Unum Ltd UpheldInsuranceDRN-5308608 The complaint Mr W complains because Unum Ltd (‘Unum’) incorrectly declined his income protection insurance claim. What happened Mr W is insured under a group income protection insurance policy, provided by Unum. Mr W made a claim under the policy as he was unable to work d... (3 pages)View decision -
Decision Reference DRN-5021533
5 Feb 2025 Vitality Health Limited UpheldInsuranceDRN-5021533 The complaint Mr M is unhappy that Vitality Health Limited (Vitality) declined his private medical insurance claim. What happened Mr M had a private medical insurance policy which was underwritten by Vitality. The policy start date was 9 July 2022 and ended on 8 July 2023. I... (3 pages)View decision -
Decision Reference DRN-5287243
5 Feb 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5287243 The complaint Mr L has complained about delays caused by Scottish Equitable Plc trading as Aegon when he tried to access tax-free cash from his pension. It took just over nine weeks from the time he first contacted Scottish Equitable until he received the money. What happen... (5 pages)View decision -
Decision Reference DRN-4910144
5 Feb 2025 Amtrust Europe Limited UpheldInsuranceDRN-4910144 The complaint M, a limited company, is unhappy with how Amtrust Europe Limited (Amtrust) has handled a claim for subsidence made under their residential property insurance property. Any references to Amtrust include their agents. M’s complaint has been referred by Mr P, one... (3 pages)View decision -
Decision Reference DRN-5304502
5 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5304502 The complaint Mr A is complaining that Monzo Bank Ltd won’t reimburse him for money he lost to a scam. The complaint is brought on his behalf by a professional representative. What happened The background to this complaint is well known to both parties so I won’t repeat it ... (5 pages)View decision -
Decision Reference DRN-5308385
5 Feb 2025 Coutts & Company UpheldBanking and PaymentsDRN-5308385 The complaint R, a limited company, complains that Coutts & Company removed a payment from their account five months after it had been credited. They’d like these funds returned to them. What happened The background to this complaint is known to both parties, and largel... (3 pages)View decision -
Decision Reference DRN-5018577
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5018577 The complaint Mrs S complains that Revolut Ltd won’t refund money she lost when she was the victim of a crypto investment scam. Mrs S is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only ... (11 pages)View decision -
Decision Reference DRN-5288571
5 Feb 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5288571 Complaint Miss W says Shop Direct Company Finance Limited (trading as “Very”) failed to treat her fairly and reasonably when she ran into difficulty making the payments on her catalogue shopping account. Background This complaint initially started out as a complaint about S... (4 pages)View decision -
Decision Reference DRN-5302822
4 Feb 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5302822 The complaint Ms S complains that repairs carried out following a claim on her Royal & Sun Alliance Insurance Limited (‘RSA’) home insurance were inadequate. What happened Ms S lived in an apartment building where the buildings insurance was provided by RSA. She had sepa... (7 pages)View decision
