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 360982 results
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Decision Reference DRN-4583372
26 Jan 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4583372 Complaint Mrs H has complained about a loan one of Metro Bank PLC’s subsidiaries (“Ratesetter”) arranged for her. Metro Bank has accepted responsibility for this complaint even though it was arranged by Ratesetter in 2018. So for ease of reference, I will refer to “Ratesetter” ... (4 pages)View decision -
Decision Reference DRN-4569190
26 Jan 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4569190 The complaint Mr W’s complaint is about a claim he made on his DAS Legal Expenses Insurance Company Limited (‘DAS’) legal expenses insurance policy in respect of a right to light claim. DAS have taken the decision to withdraw funding on this claim. Mr W doesn’t agree that this ... (3 pages)View decision -
Decision Reference DRN-4566307
26 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4566307 The complaint Mr and Mrs F complain that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined their claim for storm damage to their roof, under their home buildings insurance policy. What happened In January 2023, following a storm, Mr and Mrs F noticed water leaki... (3 pages)View decision -
Decision Reference DRN-4548933
26 Jan 2024 BUPA Insurance Limited Not upheldInsuranceDRN-4548933 The complaint Mr R is unhappy that BUPA Insurance Limited declined a claim made under his private medical insurance policy for the cancer cash benefit (for receiving chemotherapy through the NHS). What happened The details of this complaint are well known to both parties, so I ... (4 pages)View decision -
Decision Reference DRN-4579043
26 Jan 2024 MBNA Limited UpheldBanking and PaymentsDRN-4579043 The complaint Mr P complains that MBNA Limited delayed refunding fraudulent transactions and incorrectly pursued him for a debt. What happened Mr P informed MBNA that several transactions on his credit card in July 2022 were not authorised by him – he says he explained this ove... (3 pages)View decision -
Decision Reference DRN-4569181
26 Jan 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4569181 The complaint Mr S has complained about how Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim under a home emergency policy. References to Admiral include companies acting on its behalf. What happened Mr S contacted Admiral to send an engineer to fix an issue... (3 pages)View decision -
Decision Reference DRN-4561814
26 Jan 2024 esure Insurance Limited UpheldInsuranceDRN-4561814 The complaint Mr C has complained about the service provided by esure Insurance Limited (‘esure’) regarding his claim for flood damage under his home insurance policy. For the avoidance of doubt, the term ‘esure’ includes its agents, contractors, and representatives for the pur... (3 pages)View decision -
Decision Reference DRN-4287821
26 Jan 2024 Fluent Mortgages Limited UpheldMortgagesDRN-4287821 The complaint Mr C complains that Fluent Mortgages Limited failed to provide the service it said it would and he’s lost out as a result of its failings. What happened The facts of this complaint are well known to both Mr C and Fluent Mortgages, so I’ve not set these out in deta... (6 pages)View decision -
Decision Reference DRN-4527660
26 Jan 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4527660 The complaint Mr and Mrs G complain about Assurant General Insurance Limited trading as Assurant’s handling of their mobile phone insurance claim. All references to Assurant also include its appointed agents. What happened The details of this complaint are well known to both pa... (2 pages)View decision -
Decision Reference DRN-4582939
26 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4582939 The complaint Mrs C is unhappy that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened I issued my provisional decision on this complaint on 10 January 2024. The background and circumstances of the ... (8 pages)View decision
