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-4663792
10 Apr 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4663792 The complaint Mr W has complained about his car insurer Advantage Insurance Company Limited because it didn’t tell him it had received a claim from a third-party driver regarding an incident which Mr W’s partner was at fault for. Mr W’s partner is a named driver on the policy w... (3 pages)View decision -
Decision Reference DRN-4710110
10 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4710110 The complaint Mr B complains about the service provided by Santander UK Plc (Santander) when speaking on the phone to its fraud department. His experience left him undecided about whether or not to change to a different Santander account and he feels he’s now out of pocket as a... (4 pages)View decision -
Decision Reference DRN-4580925
10 Apr 2024 Tesco Underwriting Limited UpheldInsuranceDRN-4580925 The complaint Mr T complains about Tesco Underwriting Limited’s valuation of his car following a claim on his car insurance policy. What happened Mr T’s car was written off by Tesco following an accident. Tesco valued Mr T’s car at £4,675. This included £291 being deducted for ... (3 pages)View decision -
Decision Reference DRN-4589432
10 Apr 2024 AWP P&C S.A. UpheldInsuranceDRN-4589432 The complaint Miss L has complained about her motor warranty provider AWP P&C SA in respect of service received when she broke down, needing her car to be repaired and recovered to her home address. And also because her claim for repair costs was declined. What happened Whi... (3 pages)View decision -
Decision Reference DRN-4689229
10 Apr 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4689229 The complaint Mr R complains J.P. Morgan Europe Limited (“JPM”) restricted his accounts without explanation and withheld the funds in them. Mr R says this has caused him distress and inconvenience. What happened Mr R’s accounts were restricted in November 2023 and the funds wer... (2 pages)View decision -
Decision Reference DRN-4725086
10 Apr 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4725086 The complaint Mr and Mrs G complain about how Accredited Insurance (Europe) Ltd (AIE) dealt with a claim against their motor insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here in full. In summary, in M... (4 pages)View decision -
Decision Reference DRN-4400993
10 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4400993 The complaint Mr C complains Bank of Scotland plc trading as Halifax Building Society unfairly closed his account. What happened Mr C held a Halifax basic bank account. In early May 2023 Halifax contacted Mr C to explain it no longer wished to provide him with banking services.... (2 pages)View decision -
Decision Reference DRN-4403284
10 Apr 2024 U K Insurance Limited Not upheldInsuranceDRN-4403284 The complaint The estate of Mrs M complains about UK Insurance Limited trading as NatWest Insurance (UKI) handling of a subsidence claim on a home insurance policy. Any reference to UKI includes respective agents. Mr M represents the estate of the late Mrs M so for ease I’ll re... (2 pages)View decision -
Decision Reference DRN-4637407
10 Apr 2024 Forester Life Limited UpheldInvestmentsDRN-4637407 The complaint Mr E complains that Forester Life Limited trading as Foresters Financial (“Forester”) provided him with incorrect information about the investment options available in two Child Trust Funds (“CTF”) that he managed on behalf of his children. What happened Mr E was ... (4 pages)View decision -
Decision Reference DRN-4721537
10 Apr 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4721537 The complaint Mr K complains that Monzo Bank Ltd (Monzo) won’t refund money he lost in an advance fee scam. What happened What Mr K says: Mr K is a student and was looking to earn extra money to help with living costs. He was approached in August 2023 by someone representing a ... (5 pages)View decision
