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 367928 results
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Decision Reference DRN-5004910
30 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5004910 The complaint Mr P complains about delays in Aviva Insurance Limited (Aviva) dealing with a claim under his motor insurance policy for damage to his vehicle following its theft and recovery. References to Aviva in this decision include their agents. This decision covers Mr... (5 pages)View decision -
Decision Reference DRN-5114741
30 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-5114741 The complaint Mr and Mrs L complain because UK Insurance Limited (‘UKI’) hasn’t paid a claim relating to Mr L’s costs for a cancelled holiday under their travel insurance policy. What happened Mr and Mrs L are insured under a travel insurance policy provided as a benefit of ... (3 pages)View decision -
Decision Reference DRN-5113734
30 Oct 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5113734 The complaint Mr P complains that the car he acquired financed through a Hire Purchase Agreement with Toyota Financial Services (UK) PLC (“TFS”) wasn’t of satisfactory quality. What happened Mr P acquired a used car through a hire purchase agreement he signed in August 2023 ... (3 pages)View decision -
Decision Reference DRN-5070798
30 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5070798 The complaint Mr C is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. He brought his complaint to this service through a representative. For ease of reading I will refer solely to Mr C in this decision. What happened Both parties are aware o... (4 pages)View decision -
Decision Reference DRN-5049360
30 Oct 2024 Zurich Insurance PLC Not upheldInsuranceDRN-5049360 The complaint Mrs L complains because Zurich Insurance PLC hasn’t paid part of a travel insurance claim for a cancelled holiday. Mrs L’s complaint has been brought to us by her representative, Mr L. What happened Mr and Mrs L were both insured under a travel insurance policy... (2 pages)View decision -
Decision Reference DRN-4925204
30 Oct 2024 Metro Bank PLC UpheldConsumer CreditDRN-4925204 The complaint Mr D complains that Metro Bank PLC, trading as RateSetter, failed to carry out appropriate affordability checks and failed to stress test his ability to repay, when he applied for two loans. What happened The details of this complaint have been set out by the i... (4 pages)View decision -
Decision Reference DRN-5114180
30 Oct 2024 Embark Services Limited UpheldPensions and AnnuitiesDRN-5114180 The complaint Mr E complains that Embark Services Limited (‘Embark’) – previously Hornbuckle Mitchell Group plc (‘Hornbuckle’), and I’ll largely refer to Hornbuckle throughout for ease) failed to carry out sufficient due diligence into the introducer before accepting busines... (37 pages)View decision -
Decision Reference DRN-5078387
30 Oct 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5078387 The complaint Miss F complains that Inter Partner Assistance SA (“IPA”) caused damage to her home when completing repairs. Miss F had home emergency cover underwritten by IPA as part of her bank account. What happened The background to this complaint is well-known to both pa... (4 pages)View decision -
Decision Reference DRN-5060491
30 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-5060491 The complaint Mr C complained about esure Insurance Limited’s sale and valuation of his car in a claim on his motor insurance policy. What happened Mr C’s car was damaged by a third party while it was parked. Mr C didn’t claim under his policy with esure. He instead claimed ... (4 pages)View decision -
Decision Reference DRN-4937218
30 Oct 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4937218 The complaint Mr L complains Tesco Personal Finance PLC trading as Tesco Bank treated him unfairly when it shared information with National Hunter, referencing ‘refer’. What happened A summary of what happened is below. Mr L applied for a savings account with Tesco in Septem... (2 pages)View decision
