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 121877 results
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Decision Reference DRN-5238974
3 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5238974 The complaint Mr J complains about the way esure Insurance Limited handled his motor insurance claim. He says they caused delays in resolving liability and in paying his total loss settlement. What happened Mr J held a motor insurance policy with esure. He contacted them in... (5 pages)View decision -
Decision Reference DRN-5296230
3 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5296230 The complaint Mr S is unhappy with HSBC UK Bank Plc. Mr S tried to pay a cheque into his Flex Saver account through the mobile banking app. But he was under the impression the money hadn’t been credited so tried again in a branch. Mr S was again given the impression the mone... (3 pages)View decision -
Decision Reference DRN-5261172
3 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5261172 The complaint Mr C complains about the settlement that Admiral Insurance (Gibraltar) Limited offered him for the loss of his car following a claim made on his motor insurance policy. What happened Mr C’s car was stolen and later recovered damaged, and he made a claim on his... (3 pages)View decision -
Decision Reference DRN-5217435
3 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5217435 The complaint Mr J complains about the way AXA Insurance UK Plc handled a claim he made under his motor insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr J took out a motor insurance policy with an independent insur... (5 pages)View decision -
Decision Reference DRN-5217397
3 Feb 2025 Adrian Flux Insurance Services Group UpheldInsuranceDRN-5217397 The complaint Mr J complains about the way Adrian Flux Insurance Services Group (“AFIS”) administered his motor insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr J took out a motor insurance policy with AFIS, an ind... (4 pages)View decision -
Decision Reference DRN-5303926
3 Feb 2025 Amtrust Europe Limited UpheldInsuranceDRN-5303926 The complaint Mrs H and Mr H complain that Amtrust Europe Limited have declined their claim for subsidence and applied a retrospective exclusion to their policy. What happened Mrs H and Mr H have held a buildings and contents policy with AEL since 2016 for a property that th... (5 pages)View decision -
Decision Reference DRN-5248380
3 Feb 2025 Plata Finance Limited UpheldConsumer CreditDRN-5248380 The complaint Mr S complains that Plata Finance Limited, lent to him irresponsibly and without carrying out proper affordability checks. What happened In June 2024 Plata approved a loan of £7,500 for Mr S, which was scheduled to be repaid at just over £225 per month over a t... (4 pages)View decision -
Decision Reference DRN-5120865
3 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5120865 The complaint Mrs M complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Mrs M says that she received information from a recruiter about a job role with a company I’ll call R in this decision. She then recei... (5 pages)View decision -
Decision Reference DRN-5207215
3 Feb 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5207215 The complaint Mr W complains about the way Accelerant Insurance Europe SA/NV UK Branch handled a claim he made on his home insurance policy. What happened In November 2021 Mr W made a claim for damage caused by a leak in his property. Accelerant accepted the claim and it was... (3 pages)View decision -
Decision Reference DRN-5302755
3 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5302755 The complaint Mr R complains, through a representative, that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducer and selected investment when it accepted his se... (33 pages)View decision
