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 375119 results
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Decision Reference DRN-5295409
30 Jan 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5295409 The complaint Mrs L is unhappy with what Fairmead Insurance Limited did after she made a claim on her legal expenses insurance policy. What happened In May 2024 Mrs L sought assistance from her legal expenses policy with a claim against architects who she’d entered into a co... (2 pages)View decision -
Decision Reference DRN-5245315
30 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5245315 The complaint Mr M complains about how his insurer, Advantage Insurance Limited (Advantage) valued his vehicle as a total loss following an accident. Any reference to Advantage in this decision includes their agents. What happened In May 2024 Mr M’s vehicle was involved in... (4 pages)View decision -
Decision Reference DRN-5255455
30 Jan 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5255455 The complaint Mr C and Mrs P are unhappy ARAG Legal Expenses Insurance Company Limited turned down a claim they made on the tenant default section of their residential landlord insurance policy. Although the policy is in joint names as the complaint has been brought by Mr C,... (2 pages)View decision -
Decision Reference DRN-5261692
30 Jan 2025 Pen Underwriting Limited Not upheldInsuranceDRN-5261692 The complaint Mr and Mrs P complain about Pen Underwriting Limited’s (“Pen”) handling of their claim, and its decision to decline cover for a replacement fence, under their home buildings insurance policy. What happened Mr and Mrs P contacted Pen in November 2023 to report d... (3 pages)View decision -
Decision Reference DRN-5242052
30 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5242052 The complaint Mrs M complains about how delays from Admiral Insurance (Gibraltar) Limited (Admiral) led to her having a County Court Judgement (CCJ) made against her. Any reference to Admiral in this decision includes their agents. What happened In September 2021 Mrs M had... (4 pages)View decision -
Decision Reference DRN-5277664
30 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5277664 The complaint Mr P complains that Bank of Scotland Plc (trading as Halifax) won’t refund the money he lost when he was the victim of a scam. What happened Mr P came across an advert about an opportunity to invest in a company which leased cars – Buy2Let/Raedex Consortium Lt... (5 pages)View decision -
Decision Reference DRN-5296571
30 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5296571 The complaint Mr C complains that Monzo Bank Ltd (Monzo) won’t refund money he paid to an investment. What happened What Mr C says: Mr C was looking at ways to invest money and he was recommended to look at an investment firm (which I will call firm X) by a friend. His frien... (7 pages)View decision -
Decision Reference DRN-5254094
30 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5254094 The complaint Mr A complains that direct debit payments for his buy to let mortgage with Bank of Scotland plc trading as Birmingham Midshires were set up incorrectly. He reversed the payments, thinking he was the victim of a scam. Birmingham Midshires recorded mortgage arrea... (3 pages)View decision -
Decision Reference DRN-5297191
30 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5297191 The complaint Miss M complains about Aviva Insurance Limited’s (“Aviva”) handling of her claim following an escape of water, under her home buildings insurance policy. What happened In December 2022 an escape of water occurred in Miss M’s attic. This caused damage to the bed... (3 pages)View decision -
Decision Reference DRN-5297113
30 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5297113 The complaint Ms H is unhappy with U K Insurance Limited trading as Churchill’s (Churchill) handling of claims made under her commercial insurance policy. Any references to Churchill include its agents. What happened In February 2023, Ms H contacted Churchill to make a cla... (3 pages)View decision
