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-4583293
19 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4583293 The complaint Mr H has complained about his car insurer Admiral Insurance (Gibraltar) Limited regarding its decision to hold him at fault for an accident. What happened Mr H had turned out of his driveway and started along the country road when a car collided with him from behi... (2 pages)View decision -
Decision Reference DRN-4396601
19 Mar 2024 HSBC UK Bank Plc UpheldMortgagesDRN-4396601 The complaint Mr D has complained about poor customer service and delay when he wanted to port (transfer) his mortgage interest rate product with HSBC UK Bank Plc onto a new mortgage on another property. Mr D repaid the mortgage, which HSBC has since reinstated. However, to set... (5 pages)View decision -
Decision Reference DRN-4568467
19 Mar 2024 National Savings and Investments UpheldBanking and PaymentsDRN-4568467 The complaint Mrs B complains National Savings and Investments (NS&I) let her invest more than the £50,000 limit for Premium Bonds (PBs). She also complains NS&I deducted £175 from the £4,000 over payment which it paid back, due to ineligible winnings on these bonds. Wh... (4 pages)View decision -
Decision Reference DRN-4667194
19 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4667194 The complaint Mr B complains National Westminster Bank Plc (NatWest) failed to provide him with a replacement debit card in a timely manner. What happened Mr B says he telephoned NatWest on 14 July 2023 as he had misplaced his debit card and ordered a replacement. Mr B says as ... (2 pages)View decision -
Decision Reference DRN-4688502
19 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4688502 The complaint Mr P is complaining about the amount AXA Insurance UK Plc has paid to settle a claim he made on the commercial property insurance policy that covered his property. He’s also unhappy that it wouldn’t pay for him to move into alternative accommodation. What happened... (6 pages)View decision -
Decision Reference DRN-4640205
19 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4640205 The complaint Mr S complains that Monzo Bank Ltd unfairly closed his account and registered a CIFAS marker against him. CIFAS is the UK’s fraud alert service. What happened Mr S had an account with Monzo. In December 2022, two payments, totalling just over £1,200 were made int... (4 pages)View decision -
Decision Reference DRN-4688345
19 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4688345 The complaint Ms P complains about Monzo Bank Ltd’s response to her request for help in recovering a payment she made to a third party. What happened On 28 February Ms P was online organising a riding lesson with a third party “S”. She paid S £35 from her Monzo account. But whi... (4 pages)View decision -
Decision Reference DRN-4679525
19 Mar 2024 One Insurance Limited UpheldInsuranceDRN-4679525 The complaint Mr B complains about One Insurance Limited (“OIL”) and the handling of the claim he made on his motor insurance policy, following a road traffic accident. What happened The claim and complaint circumstances are well known to both parties, so I don’t intend to list... (4 pages)View decision -
Decision Reference DRN-4688969
19 Mar 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4688969 The complaint The estate of Mr T has complained that Legal and General Assurance Society Limited declined a claim on Mr T’s life insurance policy. The estate is represented by Mrs K. What happened Mr T took out a life insurance policy in January 2021. He completed an applicatio... (3 pages)View decision -
Decision Reference DRN-4689410
19 Mar 2024 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-4689410 The complaint Mrs B has complained that Fortegra Europe Insurance Company Ltd declined a claim she made under a household warranty. What happened I’ll summarise the key points about the dispute. Mrs B got in touch with Fortegra about a problem with her sofa. She said some of t... (3 pages)View decision
