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 125400 results
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Decision Reference DRN-5135161
8 Nov 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-5135161 The complaint Mr B complains Chaucer Insurance Company Designated Activity Company (“Chaucer”) unfairly voided his home insurance policy after he made a claim following a fire at his home. What happened Mr B has home insurance with Chaucer. It provides cov... (4 pages)View decision -
Decision Reference DRN-5108150
8 Nov 2024 British Gas Insurance Limited UpheldInsuranceDRN-5108150 The complaint Mr and Mrs C’s complaint arises out of their home emergency insurance policy with British Gas Insurance Limited. Mr C has been the main correspondent on the file, so I will refer to him throughout the decision. What happened Mr C contacted British Gas in Novem... (7 pages)View decision -
Decision Reference DRN-5134863
8 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5134863 The complaint Mr H complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr H has an account with Revolut which he opened in 2019. He says he originally opened it so he had an account that he’d be able to use when over... (3 pages)View decision -
Decision Reference DRN-5041114
8 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5041114 The complaint Miss B complains that Monzo Bank Ltd ought not to have approved her application for a revolving credit account in July 2022 and ought not to have approved the credit limit increases she applied for afterwards. Plus, Miss B complains that Monzo took five months ... (6 pages)View decision -
Decision Reference DRN-5058949
8 Nov 2024 The Baxendale Insurance Company dac UpheldInsuranceDRN-5058949 The complaint Ms M complains that The Baxendale Insurance Company DAC hasn’t handled her claim under her Transit and Storage Insurance policy correctly. Any reference to Baxendale also includes its agents. What happened Ms M was moving abroad and arranged for her personal ... (4 pages)View decision -
Decision Reference DRN-5026213
8 Nov 2024 Great Lakes Insurance SE UpheldInsuranceDRN-5026213 The complaint Mr P and Ms S complain that Great Lakes Insurance SE unfairly declined a claim they made on their property insurance policy. Reference to Great Lakes includes its agents. What happened Mr P and Ms S hold a property insurance policy with Great Lakes. They decide... (2 pages)View decision -
Decision Reference DRN-5134914
8 Nov 2024 BSMART Finance Limited UpheldMortgagesDRN-5134914 The complaint This decision follows my decision dated 7 November 2024 in which I explained which parts of the complaint the Financial Ombudsman Service is able to consider. Miss C’s complaint is about advice and customer service provided by BSMART Finance Limited in relatio... (5 pages)View decision -
Decision Reference DRN-5134753
8 Nov 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5134753 The complaint Mr O complains about Watford Insurance Company Europe Limited’s (Watford) decision to avoid his policy following a claim he made. What happened Mr O held a motor insurance policy underwritten by Watford. He made a claim in August 2023 after his car was stolen.... (5 pages)View decision -
Decision Reference DRN-4884152
8 Nov 2024 EPOS NOW (UK) LTD UpheldBanking and PaymentsDRN-4884152 The complaint A company, which I’ll refer to as T, complain that it received poor service from EPOS NOW (UK) LTD (Epos Now). In particular, T says Epos Now failed to properly record its transactions and delayed handing over payments to which it was entitled. In bringing this... (4 pages)View decision -
Decision Reference DRN-5130268
8 Nov 2024 HCC International Insurance Company Plc UpheldInsuranceDRN-5130268 The complaint Mr C has complained on behalf of L, a limited company, about the amount HCC International Insurance Company Plc, trading as Tokio Marine HCC, has offered to settle a claim made on their buildings insurance policy. Reference to HCC includes its representatives ... (5 pages)View decision
