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 369227 results
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Decision Reference DRN-4475921
8 May 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4475921 The complaint Miss H complains about Bank of Scotland plc trading as Halifax. She says that Bank of Scotland didn’t do enough to protect her when she became the victim of a scam and would like Bank of Scotland to refund her the money she has lost. What happened The details of w... (4 pages)View decision -
Decision Reference DRN-4750478
8 May 2024 Fairmead Insurance Limited Not upheldInsuranceDRN-4750478 The complaint Miss H has complained that Fairmead Insurance Limited (Fairmead) unfairly declined a claim under a home insurance policy. What happened Miss H contacted Fairmead to make a claim when she found storm damage to her property. Fairmead sent a surveyor to assess the da... (2 pages)View decision -
Decision Reference DRN-4711011
8 May 2024 Premier Underwriting Ltd UpheldInsuranceDRN-4711011 The complaint Mrs B complains about Premier Underwriting Ltd (“PUL”) and the valuation placed on her car after it was deemed a total loss. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically in deta... (3 pages)View decision -
Decision Reference DRN-4464421
8 May 2024 U K Insurance Limited UpheldInsuranceDRN-4464421 The complaint Mrs L complains about the way U K Insurance Limited (“UKI”) handled a subsidence claim made on her buildings insurance policy. Mrs L is being represented on this complaint but for ease, any reference to her includes the comments of her representative. Any referenc... (4 pages)View decision -
Decision Reference DRN-4724366
8 May 2024 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-4724366 The complaint D, a limited company, complain that they were mis-sold an invoice insurance policy by Accelerant Insurance Europe SA/NV UK Branch. Where I refer to Accelerant, this includes the actions of its agents for which it takes responsibility. What happened In July and Aug... (4 pages)View decision -
Decision Reference DRN-4732979
8 May 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4732979 The complaint Mr M complains about Accredited Insurance (Europe) Ltd (“Accredited”) for delays in its decision to decline his claim. He wants Accredited to waive the costs of the claim, so it does not affect his renewal premiums going forward. What happened Mr M insured his hom... (3 pages)View decision -
Decision Reference DRN-4777025
8 May 2024 Great Lakes Insurance SE UpheldInsuranceDRN-4777025 The complaint Mr S complains that Great Lakes Insurance SE won’t pay his travel insurance claim and about its service. My references to Great Lakes include its claim handling agent. What happened Mr S had an annual multi trip travel insurance policy which gave cover from 20 Jan... (5 pages)View decision -
Decision Reference DRN-4786805
8 May 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4786805 The complaint Miss S complains that Santander UK Plc (‘Santander’) won’t refund the money she lost when she says she was the victim of a scam. What happened Miss S is represented in this case but for ease I’ll refer to Miss S throughout my decision. Miss S says that she was loo... (3 pages)View decision -
Decision Reference DRN-4755508
8 May 2024 Madison CF UK Limited Not upheldBanking and PaymentsDRN-4755508 The complaint Mr G complains Madison CF UK Limited trading as 118 118 Money have provided him with poor customer service when he was trying to raise a chargeback on his credit card. What happened I issued a provisional decision setting out what’d happened, and what I thought ab... (4 pages)View decision -
Decision Reference DRN-4605018
8 May 2024 Skrill Limited Not upheldBanking and PaymentsDRN-4605018 The complaint Mr M has complained that Skrill Limited (“Skrill”) closed his account and then refused to return money that he’d held in the closed account. What happened Mr M opened a Skrill account on 24 May 2023. On 31 May 2023, Skrill carried out a review of Mr M’s account an... (2 pages)View decision
