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 359539 results
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Decision Reference DRN-4879233
28 Jun 2024 Haven Insurance Company Limited UpheldInsuranceDRN-4879233 The complaint Mr H complains that Haven Insurance Company Limited declined his claim and cancelled his motor insurance policy from the outset. Reference to Haven includes its agents. Mr H’s friend is assisting him in bringing the complaint but, for ease of reference, I’ve refer... (4 pages)View decision -
Decision Reference DRN-4878696
28 Jun 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4878696 The complaint Mr and Mrs A are unhappy that Great Lakes Insurance SE hasn’t paid, in full, a claim made on a single trip travel insurance policy taken out for the benefit of Mr A but with Mrs A named as the policyholder (‘the policy’). What happened Whilst on a cruise in 2023, ... (5 pages)View decision -
Decision Reference DRN-4811576
28 Jun 2024 Hiscox Insurance Company Limited UpheldInsuranceDRN-4811576 The complaint A limited company, which I will refer to as P, complains about the settlement of its business interruption claim, made as a result of the COVID-19 pandemic, by Hiscox Insurance Company Limited. What happened The following is intended only as a brief summary of eve... (9 pages)View decision -
Decision Reference DRN-4696595
28 Jun 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4696595 The complaint Mr K is unhappy HSBC UK Bank Plc stopped a transfer he made and put restrictions on his account. What happened Mr K attempted to transfer funds to a friend abroad to pay for a hotel room for a trip he planned to make. Mr K says he completed security online but lat... (3 pages)View decision -
Decision Reference DRN-4717393
28 Jun 2024 Northern Bank Limited UpheldBanking and PaymentsDRN-4717393 The complaint Mrs S complains Northern Bank Limited, trading as Danske Bank, (“Danske Bank”) refuses to refund her for an ATM dispute in which she says the ATM didn’t dispense the cash as requested What happened Mrs S says she visited an ATM on 21 October 2023 to withdraw £100 ... (2 pages)View decision -
Decision Reference DRN-4698160
28 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4698160 The complaint Mr D complains Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr D says he is unhappy Monzo have not refunded him for several transfers made from his account to a beneficiary he says he doe... (2 pages)View decision -
Decision Reference DRN-4784993
28 Jun 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4784993 Complaint Miss D is unhappy that HSBC UK Bank Plc didn’t refund her after she told it she’d fallen victim to a scam. Background The background to this complaint is well known to the parties, so I don’t think it’s necessary to set it out in full here. To summarise, Miss D wanted... (3 pages)View decision -
Decision Reference DRN-4744135
28 Jun 2024 Zurich Insurance PLC UpheldInsuranceDRN-4744135 The complaint Mrs T complains that Zurich Insurance PLC treated her unfairly following a claim against her contents insurance policy. Mrs T is being represented in this case. For ease of reading, I’ll refer to both Mrs T and her representative as “Mrs T” throughout. What happen... (5 pages)View decision -
Decision Reference DRN-4868508
28 Jun 2024 Allianz Insurance Plc UpheldInsuranceDRN-4868508 The complaint A limited company, which I will refer to as B, complains about the settlement of its commercial motor insurance claim by Allianz Insurance Plc. What happened The following is intended only as a brief summary of the events relating to this complaint. Although some ... (9 pages)View decision -
Decision Reference DRN-4716660
28 Jun 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4716660 The complaint Miss T complains that National Westminster Bank Plc (“NatWest”) did not refund a series of payments she says she lost to a scam. What happened Miss T met an individual I’ll call ‘X’ on an online dating site. They began dating and had a relationship for around a ye... (3 pages)View decision
