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-4615308
21 Mar 2024 MS Amlin Insurance SE Not upheldInsuranceDRN-4615308 The complaint Mr M and Mr S complain that MS Amlin Insurance SE refused to cover the cost of them appointing their own surveyor to deal with a claim on their commercial property insurance policy. What happened Mr M and Mr S own a property which was let to tenants. After a fire ... (2 pages)View decision -
Decision Reference DRN-4523570
21 Mar 2024 Ecclesiastical Insurance Office Plc UpheldInsuranceDRN-4523570 The complaint Mr and Mrs H are unhappy with how Ecclesiastical Insurance Office Plc (Ecclesiastical) settled an escape of water claim made under their commercial insurance policy. Any references to Ecclesiastical include its agents. What happened Mr H and Mrs H own a holiday h... (6 pages)View decision -
Decision Reference DRN-4697959
21 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4697959 The complaint Mr B complains about the settlement he’s been offered by Admiral Insurance (Gibraltar) Limited (Admiral) after making a claim under his car insurance policy. What happened Mr B’s car was hit by a third party which caused damage. So, Mr B made a claim to his insure... (3 pages)View decision -
Decision Reference DRN-4641523
21 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4641523 The complaint Mr J complains Admiral Insurance (Gibraltar) Limited’s offered an unfair settlement to his motor insurance claim. What happened In October 2023 Mr J’s car was damaged. His motor insurer, Admiral, considered it a total loss. It offered a cash settlement based on a ... (3 pages)View decision -
Decision Reference DRN-4660489
21 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4660489 The complaint Mrs M complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In August 2023, Mrs M was looking for work and was contacted by someone who said they worked for a marketing company that was hiring. She was told ... (3 pages)View decision -
Decision Reference DRN-4466645
21 Mar 2024 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-4466645 The complaint Mr K has complained that Tandem Personal Finance Ltd (“Tandem”) needed to pay compensation arising out of the sale of a holiday product bought using a loan later assigned to Tandem. What happened In November 2018, Mr K, alongside another, took out an agreement wit... (4 pages)View decision -
Decision Reference DRN-4697937
21 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4697937 The complaint Mr E complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In July 2022, Mr E saw some trainers he was interested in buying advertised on a social media platform. He says he saw the seller had a good number of... (9 pages)View decision -
Decision Reference DRN-4537263
21 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4537263 The complaint A limited company, C, says that it made payments to HSBC UK Bank Plc accounts as the result of a scam. It complains that HSBC didn’t do enough to prevent the loss it suffered. Mr A (a director) brings the complaint on C’s behalf and has used a representative when ... (4 pages)View decision -
Decision Reference DRN-4634902
21 Mar 2024 Santander UK Plc UpheldConsumer CreditDRN-4634902 The complaint Mrs E complains Santander UK Plc haven’t applied a payment of £205.54 she says she made towards her personal loan. What happened Between 17 June and 27 July 2022 Mrs E’s account was blocked for certain payments, including direct debits coming out of her account in... (3 pages)View decision -
Decision Reference DRN-4546945
21 Mar 2024 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4546945 The complaint Mr E complains American Express Services Europe Limited (AmEx): Allowed a significant amount of gambling transactions on his Platinum card and won’t write the remaining debt off Won’t write off the debt on what I’ll refer to as his Other card in recognition of t... (4 pages)View decision
