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 370904 results
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Decision Reference DRN-4905002
7 Aug 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4905002 The complaint Mr M complains that Zurich Insurance PLC (“Zurich”) unfairly voided his policy and declined his claim for water damage. What happened In September 2022, Mr M made a claim when he was made aware of a leak at a property he rents out. His insurer, Zurich, consider... (2 pages)View decision -
Decision Reference DRN-4928967
7 Aug 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4928967 The complaint Mrs S is unhappy that Bank of Scotland plc, trading as Halifax, incorrectly marked her as being deceased following the sad passing of her husband. Mrs S’s complaint is brought to this service by her authorised representative. However, for ease of reference, I w... (3 pages)View decision -
Decision Reference DRN-4763140
7 Aug 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4763140 The complaint Mr I has complained that Clydesdale Bank Plc (trading as Virgin Money) won’t refund transactions he says he didn’t make or otherwise authorise. What happened One day in late 2023, Mr I’s Virgin account was used for around £19,000 of high-value point- of-sale sp... (3 pages)View decision -
Decision Reference DRN-4954314
7 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4954314 The complaint Mr U complains that Monzo Bank Ltd (‘Monzo’’) blocked and then closed his bank account without notice. He says he wants funds that it returned to source to be returned to him. What happened Monzo blocked Mr U’s account in September 2023 and asked him to provide... (4 pages)View decision -
Decision Reference DRN-4810594
7 Aug 2024 Usay Business Limited Not upheldInsuranceDRN-4810594 The complaint Ms G complains that Usay Business Limited trading as Usay Compare (Usay) mis-sold her private medical insurance policy. What happened Ms G purchased a private medical insurance policy with Usay. The policy started on 17 April 2021. It was taken out on a morator... (3 pages)View decision -
Decision Reference DRN-4900953
7 Aug 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4900953 The complaint M complains Metro Bank PLC didn’t do enough to protect it when it fell victim to an investment scam. What happened M has an account with Metro Bank. M’s managing director says he was at a property networking event in 2018 when he met someone who was promoting i... (2 pages)View decision -
Decision Reference DRN-4954342
7 Aug 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4954342 The complaint M complains Metro Bank PLC didn’t do enough to protect it when it fell victim to an investment scam. What happened M, who is now represented by its’ managing director, has an account with Metro Bank. M says it was approached by a company offering an investment ... (2 pages)View decision -
Decision Reference DRN-4941761
7 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4941761 The complaint Mrs K complains about how U K Insurance Limited (UKI) dealt with a claim against her motor insurance policy. Reference to UKI includes its agents. What happened In summary, Mrs K had a motor insurance policy underwritten by UKI. The policy relevant to this com... (6 pages)View decision -
Decision Reference DRN-4954055
7 Aug 2024 Unum Ltd UpheldInsuranceDRN-4954055 The complaint Mrs T has complained that Unum Ltd declined a claim under her critical illness policy. What happened Mrs T has a critical illness policy through her employer; she joined the scheme on 1 October 2020. She made a claim in March 2022 as her husband, Mr T, had suff... (3 pages)View decision -
Decision Reference DRN-4836460
7 Aug 2024 U K Insurance Limited Not upheldInsuranceDRN-4836460 The complaint Mrs W and Mr W complain that U K Insurance Limited (UKI) didn’t update their car’s details and so they weren’t prompted to renew their motor insurance policy. They want compensation and their subsequent costs to be covered after Mrs W was stopped by the police.... (2 pages)View decision
