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-5286714
31 Jan 2025 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-5286714 The complaint Mr S complains that Allied World Assurance Company (Europe) dac (“AWAC”) has offered an unfair settlement following a claim he made under his Residential Landlord Property Owners insurance policy, for damage caused by an escape of water. What happened Mr S owns... (5 pages)View decision -
Decision Reference DRN-5267975
31 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5267975 The complaint Mrs S complains that the car she acquired financed through a hire purchase agreement with Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened On 11 January 2024 Mrs S acquired a used car financed through a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-5218123
31 Jan 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5218123 The complaint Miss J has complained that Metro Bank PLC (“Metro”) didn’t apply the correct interest rate to her savings account. What happened Miss J attempted to open a 1-year fixed term savings account with Metro on 21 November 2023. However, when she went to do so, she re... (3 pages)View decision -
Decision Reference DRN-5243344
31 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5243344 The complaint Mr and Mrs H are complaining on behalf of C – a limited company – about the way Aviva Insurance Limited has handled a claim C made on its commercial vehicle insurance policy. In particular they’re unhappy with the way the car was repaired. What happened C’s car... (3 pages)View decision -
Decision Reference DRN-5103466
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5103466 The complaint Mr A complains Revolut Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Revolut and has been a customer for around five years. He has accounts elsewhere including accounts with businesses who I’ll ref... (3 pages)View decision -
Decision Reference DRN-5231804
31 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5231804 The complaint Mr A complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Monzo and has been a customer for around two years. He has accounts elsewhere including accounts with businesses who I’ll ref... (3 pages)View decision -
Decision Reference DRN-5272437
31 Jan 2025 Countrywide Assured Plc UpheldInsuranceDRN-5272437 The complaint Mr and Mrs J, as trustees of the J trust, complain about a reviewable whole of life (RWOL) policy they hold with Countrywide Assured Plc. They are unhappy with being asked to pay a higher premium in order to maintain the sum assured and think Countrywide have f... (16 pages)View decision -
Decision Reference DRN-5300852
31 Jan 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5300852 The complaint Mr B complains that Aviva Life & Pensions UK Limited (Aviva) misinformed him about the retirement options and features of his Group Personal Pension Plan (PPP), which negatively impacted his pension planning, causing distress and financial losses. He wants ... (5 pages)View decision -
Decision Reference DRN-5300762
31 Jan 2025 Assicurazioni Generali SpA UpheldInsuranceDRN-5300762 The complaint Ms F has complained that Assicurazioni Generali SpA trading as Generali (Generali) terminated a claim she made under her group income protection policy. What happened Ms F is covered by her employer’s income protection policy. Benefit is payable after a deferre... (3 pages)View decision -
Decision Reference DRN-5300685
31 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5300685 The complaint Mr S complains about how esure Insurance Limited (esure) handled a claim under his motor insurance policy for damage to his vehicle. References to esure include their agents who administer the policy and assess claims. What happened In September 2023 Mr S was... (7 pages)View decision
