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 370904 results
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Decision Reference DRN-4736156
6 Jun 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4736156 The complaint Mr and Mrs E have complained that Aviva Insurance Limited unfairly declined their claim. All reference to Aviva includes any agents acting on its behalf. What happened Mr and Mrs E had a travel insurance policy, underwritten by Aviva. They went abroad on holiday w... (2 pages)View decision -
Decision Reference DRN-4834556
6 Jun 2024 Society of Lloyd's Not upheldInsuranceDRN-4834556 The complaint Mr M complains that Society of Lloyd’s (“SoL”) has unfairly declined a claim under his Property Owners insurance policy. Where I refer to SoL, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened Mr M is the ... (4 pages)View decision -
Decision Reference DRN-4677046
6 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4677046 The complaint Mr F complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened Mr F says that he did an internet search for ‘remote jobs’ and one of the top responses was for company X. Company X ... (4 pages)View decision -
Decision Reference DRN-4081568
6 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4081568 The complaint Mr O has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Ac... (5 pages)View decision -
Decision Reference DRN-4838232
6 Jun 2024 Topaz Finance Limited UpheldMortgagesDRN-4838232 The complaint Mr M complains that Topaz Finance Limited trading as Hyalite Mortgages is asking him to repay a shortfall debt which remains after the sale of his mortgaged property was used to pay off the rest of the debt. Mr M set out why he doesn’t think Hyalite should ask him... (4 pages)View decision -
Decision Reference DRN-4830634
6 Jun 2024 Quilter Life & Pensions Limited UpheldPensions and AnnuitiesDRN-4830634 The complaint Ms M complains that Quilter Life & Pensions Limited bullied her into agreeing to permit it to correct an error it had made when it processed a payment from her pension account. What happened Ms M had a pension policy with Quilter. Her independent financial adv... (7 pages)View decision -
Decision Reference DRN-4653615
6 Jun 2024 esure Insurance Limited UpheldInsuranceDRN-4653615 The complaint Mr C complained about esure Insurance Limited’s handling of his claim under his motor insurance policy. What happened In about October 2021 Mr C’s car was hit by another car while it was stationary in a car park. Mr C was in it at the time, and he was injured. Mr ... (4 pages)View decision -
Decision Reference DRN-4838170
6 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4838170 The complaint Ms D has complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under a home insurance policy. What happened Ms D had a fire in her home. So, she contacted Accredited to make a claim. Ms D later complained, as she was concerned ab... (7 pages)View decision -
Decision Reference DRN-4836104
6 Jun 2024 Santander UK Plc UpheldMortgagesDRN-4836104 The complaint Mrs C complains that Santander UK Plc told her she could cancel a new fixed interest rate deal which was about to be applied to her mortgage, then applied it anyway. Mrs C said she needs to go elsewhere for lending, and Santander’s actions have cost her a lot of m... (4 pages)View decision -
Decision Reference DRN-4798657
6 Jun 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4798657 The complaint Mr N has complained that Fairmead Insurance Limited declined a claim he made on his buildings insurance policy. Reference to Fairmead includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise th... (4 pages)View decision
