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 364766 results
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Decision Reference DRN-4710481
10 Apr 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4710481 The complaint Mrs and Mr W have complained that Royal & Sun Alliance Insurance Limited (RSA) didn’t provide a No Claims Bonus (NCB) for both of them as main and named driver under Mrs W’s car insurance policy. What happened Mrs W bought a car insurance policy with RSA in Ju... (2 pages)View decision -
Decision Reference DRN-4730514
10 Apr 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-4730514 The complaint A company, which I’ll refer to as C, complains about the way The National Farmers Union Mutual Insurance Society Limited (“NFU Mutual”) has dealt with a claim on its commercial property insurance policy, saying repairs were of poor quality and further work is need... (4 pages)View decision -
Decision Reference DRN-4386143
10 Apr 2024 The Royal London Mutual Insurance Society Limited UpheldInvestmentsDRN-4386143 The complaint The estate of Mr B’s complaint is about the delayed pay out to the estate of the late Mr B’s The Royal London Mutual Insurance Society Limited (‘Royal London’) with-profits bond. The estate of Mr B is unhappy with the interest rate Royal London has used in paying ... (5 pages)View decision -
Decision Reference DRN-4687182
10 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4687182 The complaint Mr L complains that Metro Bank PLC blocked his account whilst waiting for information requested. Mr L would like £1,000 compensation and the block removed. What happened Mr L had an account with Metro. Following a review Metro asked Mr L to provide proof of source... (2 pages)View decision -
Decision Reference DRN-4731589
10 Apr 2024 POLICY EXCESS INSURE LTD Not upheldInsuranceDRN-4731589 The complaint Mr A has complained about POLICY EXCESS INSURE LTD (PEX). He isn’t happy about the way it renewed his roadside assistance insurance policy early and the difficulty he subsequently had cancelling the policy. What happened Mr A took out a roadside assistance insuran... (2 pages)View decision -
Decision Reference DRN-4697014
10 Apr 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4697014 The complaint Miss L complains Zurich Insurance Plc handled her building insurance claim poorly. What happened In November 2022 Miss L’s leasehold property suffered water damage. She claimed against a Zurich block buildings insurance policy arranged by the property’s freeholder... (2 pages)View decision -
Decision Reference DRN-4504894
10 Apr 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4504894 The complaint Mr J via a representative complains that Wise Payments Limited (“Wise”) won’t refund the money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In December 2022, Mr ... (3 pages)View decision -
Decision Reference DRN-4732073
10 Apr 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4732073 The complaint Mr N is a sole trader, trading as P. He complains that Starling Bank Limited (‘Starling’) won’t refund the money he lost after falling victim to a scam. What happened Mr N says that in 2020 he heard about an investment opportunity from a friend. He was introduced ... (4 pages)View decision -
Decision Reference DRN-4731616
10 Apr 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4731616 The complaint Mrs G and Mr G complain that when British Gas Insurance Limited attended their property to repair a boiler leak, they caused a further leak which damaged their kitchen and dining room. What happened Mrs G and Mr G held a home emergency policy with British Gas. In ... (3 pages)View decision -
Decision Reference DRN-4732028
10 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4732028 The complaint Mr N complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money he lost after falling victim to a scam. What happened Mr N says that in 2020 he heard about an investment opportunity from a friend. He was introduced to a person who I’... (5 pages)View decision
