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 4777 results
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Decision Reference DRN3117147
29 Jan 2015 Ecclesiastical Insurance Office Plc UpheldInsurance (excluding PPI)The circumstances and background to this complaint were set out in my provisional decision of November 2014 which was in the following terms: complaintMr and Mrs S complain about the handling of their legal expenses claim by EcclesiasticalInsurance Office Plc. References to Ecclesiastic... (5 pages)View decision -
Decision Reference DRN-4990000
29 Aug 2024 esure Insurance Limited Not upheldInsuranceDRN-4990000 The complaint Miss T has complained that esure Insurance Limited didn’t properly investigate a claim she made under her car insurance policy. She’s unhappy with esure’s requests for documents from her which she feels were unnecessary. What happened In April 2023 Miss T repo... (4 pages)View decision -
Decision Reference DRN3393002
23 Oct 2019 AXA Insurance UK Plc Not upheldInsurance (excluding PPI)Mr P complains AXA Insurance UK Plc unfairly declined part of his home insurance claim. He’s also unhappy about how the claim was handled and says the delays impacted his family. backgroundMr P made a claim on his home insurance policy for accidental damage, after spilling paint in his bed... (4 pages)View decision -
Decision Reference DRN-3706931
17 Oct 2022 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-3706931 The complaint Mrs M complains that Sainsbury's Bank Plc failed to protect her account and provided poor customer service. What happened Mrs M was subject to an account takeover on her Sainsbury’s credit card account. The fraudster was able to obtain enough detail about her... (4 pages)View decision -
Decision Reference DRN-2924502
23 Sep 2021 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-2924502 The complaint Ms M complains that Monzo Bank Ltd won’t refund money she lost, which she believes was as the result of a scam. What happened Based on the submissions of both parties, I understand the background to be as follows. Ms M was looking to get some negative links remove... (4 pages)View decision -
Decision Reference DRN-5294637
27 Feb 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5294637 The complaint Mr A complains that Haven Insurance Company Limited (‘Haven’) unfairly increased his motor insurance premiums following an accident that wasn’t his fault. What happened Mr A had a specialist motor insurance policy with Haven. In December 2022, he was involved i... (2 pages)View decision -
Decision Reference DRN-4680312
7 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4680312 The complaint Mr C complains Barclays Bank UK PLC told him it would remove a CIFAS marker it had recorded against him but then said it had misinformed him. He feels the bank has treated him unfairly. What happened I set out a summary of what happened below: Mr C has a CIFAS ... (2 pages)View decision -
Decision Reference DRN5190261
30 Jan 2015 Wayside Group Limited Not upheldInsurance (excluding PPI)Mr L has complained about the sale by Wayside Group Limited (“Wayside”) of a Guaranteed Asset Protection (GAP) insurance policy, saying the salesman failed to inform him that the policy did not cover the car’s full invoice price.backgroundMr L purchased a new car from Wayside and also pa... (2 pages)View decision -
Decision Reference DRN1687572
26 Apr 2018 Admiral Insurance Company Limited UpheldInsurance (excluding PPI)Miss B complains that Admiral Insurance Company Limited issued a motor insurance policy showing the wrong car and is seeking to recover from her costs arising out of an accident involving that car, which she has never owned or driven.backgroundIn December 2015, Miss B ... (4 pages)View decision -
Decision Reference DRN1029633
24 Feb 2016 National Westminster Bank Plc Not upheldBanking and creditMrs A has complained that National Westminster Bank Plc (NatWest) mis-sold a Select Silver packaged account to her in 2011. Mrs A paid a monthly fee for the account which offered several benefits in return.Mrs A has brought this complaint with the help of a Claims M... (2 pages)View decision