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 369227 results
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Decision Reference DRN-4948195
9 Aug 2024 Hargreaves Lansdown Savings Limited Not upheldBanking and PaymentsDRN-4948195 The complaint Mr D complains about the service he received from Hargreaves Lansdown Savings Limited (‘HL’) in connection with a withdrawal sent to an incorrect bank account and the difficulties he’s facing trying to recover the money. What happened Some months ago, Mr D mad... (3 pages)View decision -
Decision Reference DRN-4951752
9 Aug 2024 Ageas Insurance Limited UpheldInsuranceDRN-4951752 The complaint Ms R has complained about the way Ageas Insurance Limited handled a claim she made under her home insurance policy for subsidence. Reference to Ms R includes her representative. What happened The circumstances of this complaint aren’t in dispute, so I’ll summ... (10 pages)View decision -
Decision Reference DRN-4950703
9 Aug 2024 esure Insurance Limited Not upheldInsuranceDRN-4950703 The complaint Ms K and Mr M have complained about issues when their home insurance policy came up for renewal with esure Insurance Limited (esure). As Ms K seemed mainly to deal with the renewal and the complaint, for ease, I will normally only refer to her. What happened ... (3 pages)View decision -
Decision Reference DRN-4816318
9 Aug 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4816318 The complaint Ms J complains about the way Ageas Insurance Limited dealt with a third party liability claim on her landlord’s insurance policy. What happened Ms J owns a flat which she let to a tenant. There was a leak from the washing machine in the flat, which caused some ... (2 pages)View decision -
Decision Reference DRN-4897210
9 Aug 2024 Zurich Insurance PLC UpheldInsuranceDRN-4897210 The complaint A limited company, that I will refer to as T, complains about the settlement of its commercial insurance, business interruption claim by Zurich Insurance PLC. What happened The following is intended only as a brief summary of the circumstances. Additionally, wh... (10 pages)View decision -
Decision Reference DRN-4601988
9 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4601988 The complaint Mr H complains Barclays Bank UK PLC trading as Barclaycard (“Barclays”) treated him unfairly when he approached it for help with a dispute over a purchase he made on his credit card. What happened Mr H used his Barclays credit card on 24 February 2023 to purcha... (6 pages)View decision -
Decision Reference DRN-4944812
9 Aug 2024 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4944812 The complaint A limited company, which I will refer to as E, complains about the decision of Hiscox Insurance Company Limited in relation to its business interruption insurance claim, arising out of the COVID-19 pandemic. What happened The following is intended only as a bri... (10 pages)View decision -
Decision Reference DRN-4956737
9 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4956737 The complaint Mr H complains Monzo Bank Ltd (Monzo) won’t refund the money he lost when he fell victim to a scam. What happened In 2022, Mr H saw a social media advert for an investment opportunity, which appeared to be endorsed by a well-known public figure. He contacted th... (5 pages)View decision -
Decision Reference DRN-4612426
9 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4612426 The complaint Mrs B complains that Monzo Bank Ltd won’t refund the money she lost as a result of a job scam. Mrs B has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to Mrs B... (9 pages)View decision -
Decision Reference DRN-4947962
9 Aug 2024 West Bay Insurance Plc Not upheldInsuranceDRN-4947962 The complaint Mr G complains about West Bay Insurance Plc’s decision to void his policy after he made a vehicle insurance claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief description here. Mr G had a vehicle in... (4 pages)View decision
