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-4566335
28 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4566335 The complaint Mr M says Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t make. What happened Mr M says on the morning of 5 August 2023 he woke up to see unauthorised transactions on his account, so he contacted Monzo to block his ... (2 pages)View decision -
Decision Reference DRN-4876087
28 Jun 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4876087 The complaint A company, which I’ll refer to as K, complains that Royal & Sun Alliance Insurance Limited (RSA) declined its claim for fire damage and voided its policy from inception. What happened The details of this complaint are well known to both parties, so I won’t rep... (7 pages)View decision -
Decision Reference DRN-4880070
28 Jun 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-4880070 The complaint Mr I complains about the way Assurant General Insurance Limited (“Assurant”) handled a mobile phone insurance claim. Any reference to Assurant includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties, so ... (2 pages)View decision -
Decision Reference DRN-4689647
28 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4689647 The complaint Mr C complains that Lloyds Bank PLC (“Lloyds”) won’t refund £5,000 which he says he lost to a vehicle purchase scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in detail again here. However, in summary,... (4 pages)View decision -
Decision Reference DRN-4747452
28 Jun 2024 ERGO Versicherung Aktiengesellschaft UpheldInsuranceDRN-4747452 The complaint A limited company, which I’ll refer to as P, complains about the decision of ERGO Versicherung Aktiengesellschaft in relation to its commercial property insurance claim for damage caused by subsidence. What happened The following is only intended as a brief summar... (5 pages)View decision -
Decision Reference DRN-4876063
28 Jun 2024 BUPA Insurance Limited UpheldInsuranceDRN-4876063 The complaint Mr A has complained that BUPA Insurance Limited withheld information from him in relation to his claim. What happened The background to this complaint is well known to the parties and it serves no purpose for me to repeat it in detail here. In summary Mr A made a ... (3 pages)View decision -
Decision Reference DRN-4781279
28 Jun 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4781279 The complaint In summary, Mr T complains that Tesco Personal Finance Plc reported a late payment on his credit card account, to credit reference agencies. This has appeared on his credit file which he thinks is unfair, because he says the payment was made late due to a mistake ... (2 pages)View decision -
Decision Reference DRN-4878573
28 Jun 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4878573 The complaint Mr G complains Bank of Scotland plc trading as Halifax hasn’t answered his questions about an old account he had. What happened In December 1996 Mr G opened an account with Halifax which came with a passbook. In March 2023 Mr G says he discovered the passbook rela... (2 pages)View decision -
Decision Reference DRN-4768445
28 Jun 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4768445 The complaint Mr U says Admiral Insurance (Gibraltar) Limited (Admiral) pursued him for a debt unfairly following the cancellation of his motor insurance policy. What happened Mr U cancelled his telematics insurance policy in July 2023. He says Admiral told him he owed £64.69, ... (2 pages)View decision -
Decision Reference DRN-4602420
28 Jun 2024 Acasta European Insurance Company Limited Not upheldInsuranceDRN-4602420 The complaint Mr and Mrs L complain that Acasta European Insurance Company Limited (Acasta) unfairly declined their Guarantee Insurance claim. Any reference to Acasta in this final decision includes its respective agents unless specified otherwise. What happened The background ... (3 pages)View decision
