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 375266 results
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Decision Reference DRN-5154809
30 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5154809 The complaint Mr S complains that U K Insurance Limited (“UKI”) has unfairly handled a legal expenses insurance (“LEI”) claim under a home insurance policy. Any reference to Mr S or UKI includes respective agents or representatives. What happened The background of this compl... (9 pages)View decision -
Decision Reference DRN-5293168
30 Jan 2025 Ludlow Wealth Management Group Ltd UpheldPensions and AnnuitiesDRN-5293168 The complaint Mrs W complains that Ludlow Wealth Management Group Ltd trading as Ludlow & Co gave her unsuitable advice when they mis-sold her Freestanding Additional Voluntary Contribution (FSAVC) plan. She also said it failed to properly assess her attitude towards inv... (6 pages)View decision -
Decision Reference DRN-5062064
30 Jan 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5062064 The complaint Mr C complains Highway Insurance Company Limited (Highway) settled a third party claim under his motor insurance policy. What happened In July 2023 Mr C was contacted by the police as it was alleged his vehicle had been involved in an accident involving another... (3 pages)View decision -
Decision Reference DRN-5265206
30 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5265206 The complaint Ms M and Mr R complain about Royal & Sun Alliance Insurance Limited’s (“RSA”) decision to decline their claim for damage due to a storm, under their home building’s insurance policy. I’ll refer to Ms M in my decision for ease. What happened In October 2023 ... (3 pages)View decision -
Decision Reference DRN-4820144
30 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4820144 The complaint Mr A complains that BMW Financial Services (GB) Limited (BMWFS) trading as Alphera Financial Services wouldn’t let him reject a car. He would like to reject the car, cancel the credit agreement and receive a refund of monthly payments made. What happened The d... (2 pages)View decision -
Decision Reference DRN-5296343
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5296343 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost in a scam. What happened I’m not going to cover all the points raised in detail. The view of 8 October 2024 covered the details of Mr A’s testimony and timeline of the transacti... (5 pages)View decision -
Decision Reference DRN-5246303
30 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5246303 The complaint Mr K complains that when he called Nationwide Building Society his call dropped. He says Nationwide should increase its £15 compensation to £25. What happened Mr K called Nationwide on 11 November 2024, but the call dropped. Mr K complained to Nationwide about... (2 pages)View decision -
Decision Reference DRN-5287241
30 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5287241 The complaint Miss W is unhappy with the way Watford Insurance Company Europe Limited (Watford) handled the repair of her vehicle after she made a claim on her motor insurance policy. What happened The details of this complaint will be well known to both parties so I’ve summ... (4 pages)View decision -
Decision Reference DRN-5236167
30 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5236167 The complaint Ms A complains about the way Royal & Sun Alliance Insurance Limited (RSA) handled a claim she made on her home insurance policy. She says RSA discriminated against her and this caused delays in completing works. What happened Ms A made an escape of water c... (3 pages)View decision -
Decision Reference DRN-5198921
30 Jan 2025 Sesame Limited UpheldPensions and AnnuitiesDRN-5198921 The complaint Mr W complains that Sesame Limited (Sesame) mis-sold him a Free Standing Additional Voluntary Contribution (FSAVC) pension plan causing him losses. He wants compensation for his losses. Mr W is represented in his complaint by a claims management company (CMC) ... (5 pages)View decision
