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 4568 results
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Decision Reference DRN-4367470
5 Oct 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-4367470 The complaint Mrs B’s complaint is about difficulties and delays experienced in registering a third-party mandate and Power of Attorney with Nationwide Building Society on her behalf. Mrs B’s complaint is brought by her representative and daughter, Mrs G. What happened Mrs G wa... (3 pages)View decision -
Decision Reference DRN0652243
25 Jan 2018 Ageas Insurance Limited UpheldInsurance (excluding PPI)Mr G complains about the level of service provided by Ageas Insurance Limited for his alloy wheel repairs motor insurance policy. He wants the repairs done and a pro-rata refund of his premium.background Mr G took out an alloy wheel repairs policy for his new car. But t... (2 pages)View decision -
Decision Reference DRN6862196
7 Oct 2015 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr L says Advantage Insurance Company Limited wrongly settled a claim against his motor insurance policy. He also says its advisors were rude to him.background An accident involving Mr L was reported to Advantage by the other party’s insurer in November 2013. It took... (2 pages)View decision -
Decision Reference DRN-3672402
16 Nov 2022 Aviva Life & Pensions UK Limited UpheldInvestmentsDRN-3672402 The complaint Mr J is complaining on behalf of the trustees (Mr B, Mrs J and Ms L) of a trust, about the poor service provided by Aviva Life & Pensions UK Limited (Aviva) when responding to Mr J’s information requests on behalf of the settlor, Mr B. The trust held his whole... (3 pages)View decision -
Decision Reference DRN-3652058
15 Sep 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3652058 The complaint Mr R complains that National Westminster Bank Plc (“NatWest”) won’t refund money he lost when he fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties, so I won’t repeat it again here. Instead, I’l... (2 pages)View decision -
Decision Reference DRN-2707619
2 Jun 2021 Haven Insurance Company Limited UpheldInsuranceDRN-2707619 The complaint Mr M complains that Haven Insurance Company Limited cancelled his motor insurance policy and retained his premiums. What happened Mr M took out a policy with Haven. Some months later, Haven found that the ownership of Mr M’s car had changed. So, as it thought Mr M... (3 pages)View decision -
Decision Reference DRN-2887655
3 Aug 2021 Cabot Credit Management Group Limited UpheldConsumer CreditDRN-2887655 The complaint Miss H complains about the way that Cabot Credit Management Group Limited has managed an outstanding debt in her name. Miss H wants Cabot to apologise and pay compensation. What happened In 2019, Cabot bought an outstanding debt in the name of Miss H. Cabot contac... (3 pages)View decision -
Decision Reference DRN5264826
7 Oct 2019 esure Insurance Limited Not upheldInsurance (excluding PPI)Mr B complains about the valuation esure Insurance Limited (“Esure”) placed on his car after it was assessed as being a total loss.backgroundMr B has a car insurance policy with Esure. In December 2018 Mr B had a car accident. His car was positioned in between two walls at an angle. It was... (2 pages)View decision -
Decision Reference DRN-3297276
31 May 2022 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3297276 The complaint Mr C complains that Monzo Bank Ltd unfairly closed his account and believes that he was discriminated against. What happened Mr C opened a new account with Monzo and received several payments into it, all from different accounts. Monzo received information about o... (3 pages)View decision -
Decision Reference DRN-5236051
24 Jan 2025 Wakam Not upheldInsuranceDRN-5236051 The complaint Mr C and Ms R are unhappy Wakam turned down a claim they made on their wedding insurance policy. Although the policy is in joint names as the complaint has been largely brought by Ms R I’ll refer to her in this decision. All references to Wakam include its agen... (3 pages)View decision
