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 360264 results
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Decision Reference DRN-5116442
21 Nov 2024 Premier Insurance Company Limited UpheldInsuranceDRN-5116442 The complaint Mrs M complains about the amount Premier Insurance Company Limited (“Premier”) valued her car for after it was damaged in a collision. What happened Mrs M had a motor insurance policy with Premier covering her car. She bought the policy through a broker. In May... (3 pages)View decision -
Decision Reference DRN-5144295
21 Nov 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5144295 The complaint Mr B has complained about Red Sands Insurance Company (Europe) Limited’s (Red Sands) decision to decline a claim made on his lifetime pet insurance policy and added an exclusion. What happened In March 2023, Mr B took out a Pet Lifetime policy for his dog, W. ... (4 pages)View decision -
Decision Reference DRN-5070856
21 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5070856 The complaint Mr M complains that Royal & Sun Alliance Insurance have declined to pay his future loss assessors fees. What happened Mr M had two building insurance claims with RSA - in 2014 for subsidence and 2017 for an escape of water which was believed to be related... (2 pages)View decision -
Decision Reference DRN-5037834
21 Nov 2024 Bapchild Motoring World (Kent) Limited UpheldInsuranceDRN-5037834 The complaint Mr Q complains Bapchild Motoring World (Kent) Limited trading as Big Motoring World (“Bapchild”) has declined a claim he made under a motor warranty policy. What happened Mr Q’s car broke down. The crankshaft damper pulley (“CDP”) had catastrophically failed ca... (3 pages)View decision -
Decision Reference DRN-4913040
21 Nov 2024 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4913040 The complaint Mr P has complained that The Prudential Assurance Company Limited didn’t make it sufficiently clear, when he reached his normal retirement date of 60, that he could begin taking the guaranteed minimum pension (GMP) without a deduction for taking it before age 6... (8 pages)View decision -
Decision Reference DRN-5117590
21 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5117590 The complaint Mr D is unhappy about Monzo Bank Ltd. He said it failed to provide correct details about a direct debit set up wrongly on his bank account. Mr D asked Monzo to provide written details so he could show his local council what had happened to his payment. Monzo s... (4 pages)View decision -
Decision Reference DRN-5123155
21 Nov 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5123155 The complaint Miss J complains that Shop Direct Finance Company Limited trading very lent irresponsibly when it approved her catalogue shopping account and later increased the credit limit. What happened Miss J applied for very account in January 2019. In her application, M... (3 pages)View decision -
Decision Reference DRN-5161006
21 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5161006 The complaint Mr E is unhappy with the service provided by esure Insurance Limited (esure) following a claim he made on his car insurance policy. What happened Mr E held car insurance through esure. The policy booklet explained in the event of a valid claim, esure “won’t pa... (5 pages)View decision -
Decision Reference DRN-4905208
21 Nov 2024 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4905208 The complaint Mrs S’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (12 pages)View decision -
Decision Reference DRN-5159366
21 Nov 2024 Orwell Insurance Services Limited Not upheldInsuranceDRN-5159366 The complaint Mrs and Mr P’s complaint is about the sale of a landlord’s legal expenses insurance policy by Orwell Insurance Services Limited (‘Orwell’). Mrs and Mr P say the policy was mis-sold. What happened Mrs and Mr P took out a landlord’s legal expenses insurance polic... (3 pages)View decision
