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 366874 results
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Decision Reference DRN-4764502
9 May 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-4764502 The complaint Mr T complains about how Mulsanne Insurance Company Limited (“Mulsanne”) dealt with a claim he made on his motor insurance policy, following a fire in his vehicle. What happened Mr T had a car insurance policy with Mulsanne that began in November 2021.... (2 pages)View decision -
Decision Reference DRN-4755429
9 May 2024 AWP P&C S.A. UpheldInsuranceDRN-4755429 The complaint Mrs M and Mr S have complained that AWP P&C SA (AWP) did not refund the cost of a single trip travel insurance policy after it would no longer provide cover following a change in Mr S’s health. The complaint involves the actions of the policy administrators, a... (2 pages)View decision -
Decision Reference DRN-4741407
9 May 2024 Oodle Financial Services Limited UpheldConsumer CreditDRN-4741407 The complaint Mr K is unhappy that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. Mr K has been represented during the claim and complaint process by Mrs K. For ease of reference, I will refer to an... (5 pages)View decision -
Decision Reference DRN-4603684
9 May 2024 Scottish Widows Schroder Personal Wealth (ACD) Limited Not upheldInvestmentsDRN-4603684 The complaint Mr J complains that Scottish Widows Schroder Personal Wealth (ACD) Limited (‘SPW’) delayed the transfer of his stocks and shares ISA. He wants SPW to compensate him for distress and inconvenience. What happened Mr J had a stocks and shares ISA provided by SPW. On ... (5 pages)View decision -
Decision Reference DRN-4781322
9 May 2024 AIG Life Limited Not upheldInsuranceDRN-4781322 The complaint Mr B complains that AIG Life Limited cancelled his insurance policies when a misrepresentation by his broker came to light. He wants AIG to reinstate his cover and allow him to cancel it himself, as he says having the business cancel his cover is affecting his abi... (3 pages)View decision -
Decision Reference DRN-4661480
9 May 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4661480 The complaint Miss R complains about how Aviva Insurance Limited dealt with a claim against a group private medical insurance policy and about how it dealt with her complaint. What happened The details of this complaint are well known to both parties, so I won’t repeat them aga... (3 pages)View decision -
Decision Reference DRN-4640475
9 May 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4640475 The complaint Ms S complains about the way that Great Lakes Insurance SE handled a repatriation claim she made on a travel insurance policy. Ms S is represented by Ms S1. All references to Great Lakes include the actions of its agents. What happened Ms S was abroad on holiday w... (3 pages)View decision -
Decision Reference DRN-4647127
9 May 2024 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-4647127 The complaint Mr B has complained that Shop Direct Finance Company Limited, trading as Very, irresponsibly lent to him. What happened Mr B opened a shopping account with Shop Direct in November 2015. This was not a credit account. In August 2020 he converted it to a credit acco... (3 pages)View decision -
Decision Reference DRN-4673602
9 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4673602 The complaint Miss M complains that Monzo Bank Ltd has declined to refund money she lost to a scam. What happened Miss M fell victim to a fake job scam after she was contacted on a messaging app – I will call the scammer ‘Z’. Z told Miss M that she would be paid for completing ... (3 pages)View decision -
Decision Reference DRN-4725306
9 May 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4725306 The complaint Mr K complains that Monzo Bank Ltd did not take responsibility for reimbursing the funds he lost as part of a scam. What happened Mr K fell victim to a purchase scam, which led to him making payment for £1,850 to an a Monzo account held by a third party. Mr K told... (3 pages)View decision
