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
-
Decision Reference DRN-5020630
26 Mar 2025 Vanguard Asset Management, Ltd Not upheldInvestmentsDRN-5020630 The complaint Mrs C complains that Vanguard Asset Management Ltd failed to allow her to purchase additional units in a shares-based junior ISA (‘JISA’) that she had taken out on behalf of her son, due to administrative delays in merging it with a previous JISA. Mrs C says th... (4 pages)View decision -
Decision Reference DRN-5418161
26 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5418161 The complaint Mr S complains about the service he received from U K Insurance Limited (“UKI”) after his leased vehicle was damaged in a non-fault accident. Mr S is represented in this complaint by Mr M. To avoid any possible confusion when giving this decision, I’ll refer to... (4 pages)View decision -
Decision Reference DRN-5391190
26 Mar 2025 Pet Protect Ltd Not upheldInsuranceDRN-5391190 The complaint Mr T is unhappy with the way Pet Protect Ltd (Pet Protect”) administered the renewal of his pet insurance policy. What happened Both parties are aware of the details of the complaint, so I won’t repeat them in full again here. Instead, I’ll focus on providing m... (2 pages)View decision -
Decision Reference DRN-5110298
26 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5110298 The complaint Mr L has complained about how Barclays Bank UK PLC handled his claim about a disputed transaction. What happened Mr L was charged £850 by a third party airline, which was taken from his Barclays account. He’s explained he didn’t recognise the charge. He raised ... (2 pages)View decision -
Decision Reference DRN-5278560
26 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5278560 The complaint Ms M and Mr P complains that Royal & Sun Alliance Insurance Limited have unfairly declined their claim for storm damage to their property. What happened Ms M and Mr P had a buildings insurance policy with RSA. They noticed that there was an ingress of wat... (3 pages)View decision -
Decision Reference DRN-5250173
26 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5250173 The complaint Miss B complains about the way Monzo Bank Ltd handled her chargeback request. What happened Miss B has a Monzo current account. On 15 September 2024, she used her debit card to make a payment online to an insurance broker (the ‘broker’). The payment of £218.27... (3 pages)View decision -
Decision Reference DRN-5325963
26 Mar 2025 RAC Insurance Limited Not upheldInsuranceDRN-5325963 The complaint Mrs L complains that RAC Insurance Limited wouldn’t repatriate her car when she made a claim on her European breakdown policy. What happened In August 2024, Mrs L’s car broke down when she was in France. She called RAC for help under her European breakdown poli... (3 pages)View decision -
Decision Reference DRN-5393658
26 Mar 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5393658 The complaint Mrs H complains that an engineer appointed by Evolution Insurance Company Limited (Evolution) caused further damage to her property when they attended to carry out a repair on a home emergency insurance policy. What happened Mrs H held a home emergency insuranc... (2 pages)View decision -
Decision Reference DRN-5095158
26 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5095158 The complaint Mr B complains that he did not receive a timeshare relinquishment service. Because he paid for that service using his credit card, issued by American Express Services Europe Limited (“Amex”), he says he has a claim against it under section 75 of the Consumer Cr... (3 pages)View decision -
Decision Reference DRN-5328940
26 Mar 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5328940 The complaint Mr D complains about the service he received from Watford Insurance Company Europe Limited (Watford) when dealing with a third-party claim. What happened Mr D held car insurance underwritten by Watford. In January 2022, Mr D’s car was involved in a motor inci... (3 pages)View decision
