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 364862 results
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Decision Reference DRN-4652985
22 Mar 2024 Sky UK Limited Not upheldConsumer CreditDRN-4652985 The complaint Miss A complains that Sky UK Limited (“Sky”) holds her responsible for a fixed sum loan agreement which she says she didn’t give authority for. What happened As I understand it, Miss A had an account with Sky by way of which she administered telecommunication prod... (4 pages)View decision -
Decision Reference DRN-4702776
22 Mar 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-4702776 The complaint Mr K complains about delays and incomplete repairs carried out by Haven Insurance Company Limited (Haven) following a non-fault claim he made under his commercial motor insurance policy. What happened In November 2022 Mr K’s van was damaged when another vehicle dr... (5 pages)View decision -
Decision Reference DRN-4701579
22 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4701579 The complaint Mr G complains that ReAssure Limited failed to apply several contributions to his pension plan that had been made by his employer. And he complains that over an extended period of time ReAssure has failed to take appropriate corrective actions to ensure the succes... (7 pages)View decision -
Decision Reference DRN-4428376
22 Mar 2024 Zurich Insurance PLC UpheldInsuranceDRN-4428376 The complaint Mrs B complains that when she made a claim on her home buildings insurance, Zurich Insurance PLC would not cover the cost of repairs after having told her this would be covered. What happened Mrs B is the leaseholder of her flat. Zurich is the underwriter for the ... (3 pages)View decision -
Decision Reference DRN-4646489
22 Mar 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4646489 The complaint Ms W complained that she has suffered a financial loss as a result of Aviva Life & Pensions UK Limited (Aviva) changing the funds held in her Group Personal Pension (GPP) without her permission. Ms W would like to be compensated for any financial loss she has ... (4 pages)View decision -
Decision Reference DRN-4577999
22 Mar 2024 Zurich Insurance PLC UpheldInsuranceDRN-4577999 The complaint Mrs B complains that when she made a claim on her home buildings insurance Zurich Insurance PLC would not cover the cost of a replacement carpet after having told her this would be covered. What happened Zurich provides the buildings insurance for the property whe... (2 pages)View decision -
Decision Reference DRN-4680784
22 Mar 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4680784 The complaint T, a business, complains that AXA Insurance UK Plc (‘AXA’) declined its claim for lost of market value on its property owners insurance policy, following a flood. T wants AXA to pay a claim for diminution in value to its building. All references to AXA include the... (3 pages)View decision -
Decision Reference DRN-4617816
22 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4617816 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background Mr K wanted to arrange driving lessons. He posted on a group on a social media site asking for recommendations. Another member of that group responded with a link to a ... (2 pages)View decision -
Decision Reference DRN-4702728
22 Mar 2024 U K Insurance Limited UpheldInsuranceDRN-4702728 The complaint Ms S complains about the quality of repairs that were carried out by U K Insurance Limited, trading as Direct Line (“UKI”) after she made a claim under her home insurance policy. She’s also unhappy about the customer service she received from UKI and its agents an... (4 pages)View decision -
Decision Reference DRN-4673441
22 Mar 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4673441 The complaint Mr H complains that Lloyds Bank PLC won’t refund him for disputed transactions carried out on his account. What happened Mr H explained that the disputed transactions were carried out between 19 July until 22 July 2022 whilst he was unwell in hospital. I won’t lis... (4 pages)View decision
