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 366874 results
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Decision Reference DRN-4634734
22 Mar 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4634734 The complaint Mr K has complained that Liverpool Victoria Insurance Company Limited unfairly and unreasonably cancelled his motor policy as if it never existed on the basis that he recklessly non-disclosed who was the registered keeper of the insured car. What happened Mr K too... (3 pages)View decision -
Decision Reference DRN-4693903
22 Mar 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-4693903 Complaint Mr E has complained about a personal loan Bank of Scotland plc (trading as “Halifax”) provided to him. He says that the loan was unaffordable. Background Halifax provided Mr E with a loan for £16,000.00 in February 2021. Mr E’s loan had an APR of 17.9% and a term of 7... (3 pages)View decision -
Decision Reference DRN-4652985
22 Mar 2024 Sky UK Limited Not upheldConsumer CreditDRN-4652985 The complaint Miss A complains that Sky UK Limited (“Sky”) holds her responsible for a fixed sum loan agreement which she says she didn’t give authority for. What happened As I understand it, Miss A had an account with Sky by way of which she administered telecommunication prod... (4 pages)View decision -
Decision Reference DRN-4702776
22 Mar 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-4702776 The complaint Mr K complains about delays and incomplete repairs carried out by Haven Insurance Company Limited (Haven) following a non-fault claim he made under his commercial motor insurance policy. What happened In November 2022 Mr K’s van was damaged when another vehicle dr... (5 pages)View decision -
Decision Reference DRN-4701579
22 Mar 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4701579 The complaint Mr G complains that ReAssure Limited failed to apply several contributions to his pension plan that had been made by his employer. And he complains that over an extended period of time ReAssure has failed to take appropriate corrective actions to ensure the succes... (7 pages)View decision -
Decision Reference DRN-4428376
22 Mar 2024 Zurich Insurance PLC UpheldInsuranceDRN-4428376 The complaint Mrs B complains that when she made a claim on her home buildings insurance, Zurich Insurance PLC would not cover the cost of repairs after having told her this would be covered. What happened Mrs B is the leaseholder of her flat. Zurich is the underwriter for the ... (3 pages)View decision -
Decision Reference DRN-4646489
22 Mar 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4646489 The complaint Ms W complained that she has suffered a financial loss as a result of Aviva Life & Pensions UK Limited (Aviva) changing the funds held in her Group Personal Pension (GPP) without her permission. Ms W would like to be compensated for any financial loss she has ... (4 pages)View decision -
Decision Reference DRN-4577999
22 Mar 2024 Zurich Insurance PLC UpheldInsuranceDRN-4577999 The complaint Mrs B complains that when she made a claim on her home buildings insurance Zurich Insurance PLC would not cover the cost of a replacement carpet after having told her this would be covered. What happened Zurich provides the buildings insurance for the property whe... (2 pages)View decision -
Decision Reference DRN-4680784
22 Mar 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4680784 The complaint T, a business, complains that AXA Insurance UK Plc (‘AXA’) declined its claim for lost of market value on its property owners insurance policy, following a flood. T wants AXA to pay a claim for diminution in value to its building. All references to AXA include the... (3 pages)View decision -
Decision Reference DRN-4617816
22 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4617816 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background Mr K wanted to arrange driving lessons. He posted on a group on a social media site asking for recommendations. Another member of that group responded with a link to a ... (2 pages)View decision
