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 358002 results
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Decision Reference DRN-4795629
10 Jun 2024 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-4795629 The complaint Mrs O says Bank of Ireland (UK) Plc, trading as Post Office Financial Services, irresponsibly lent to her. What happened Mrs O took out a 60-month loan for £10,000 on 23 December 2022. The monthly repayments were £219.35 and the total repayable was £13,161. She sa... (3 pages)View decision -
Decision Reference DRN-4843646
10 Jun 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-4843646 The complaint Mr and Mrs W complain that Accredited Insurance (Europe) Ltd were unfair in their rejection of their claim for damage to an outbuilding. What happened Mr and Mrs W had household insurance with Accredited. The insurance included cover for outbuildings, and they mad... (3 pages)View decision -
Decision Reference DRN-4650771
10 Jun 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4650771 The complaint Mrs L complains that Royal & Sun Alliance Insurance Limited (“RSA”) treated her unfairly following a claim against her home insurance policy. What happened The details of this complaint are known to all parties, so I won’t repeat them here. Instead, I’ll focus... (4 pages)View decision -
Decision Reference DRN-4837166
10 Jun 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-4837166 The complaint The estate of Mr M has complained that Legal and General Assurance Society Limited (‘L&G’) has unfairly declined a claim. What happened The late Mr M bought a life insurance policy in late 2014. He unfortunately passed away and a claim was made on his policy. ... (2 pages)View decision -
Decision Reference DRN-4546422
10 Jun 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4546422 The complaint Mr B complains that Monzo Bank Ltd won’t support him in a number of disputes with various retailers or refund him for those transactions. What happened During August 2023 Mr B used his Monzo credit card to make eleven transactions varying between £1... (3 pages)View decision -
Decision Reference DRN-4754981
10 Jun 2024 U K Insurance Limited Not upheldInsuranceDRN-4754981 The complaint Mr T complained that U K Insurance Limited (“UKI”) unfairly amalgamated two illness claims into one for his pet, which resulted in his settlement been lower due to a cap in place on the policy for related conditions. What happened Mr T’s pet was treated for an ill... (2 pages)View decision -
Decision Reference DRN-4721357
10 Jun 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4721357 The complaint A company, which I’ll refer to as H, complains that The Royal Bank of Scotland Plc failed to set up a fixed interest rate as instructed on a Coronavirus Business Interruption Loan (CBIL). What happened H received a £250,000 CBIL in May 2020. The interest rate was ... (5 pages)View decision -
Decision Reference DRN-4834651
10 Jun 2024 AWP P&C S.A. UpheldInsuranceDRN-4834651 The complaint Mr and Mrs H complain that AWP P&C SA has turned down a medical expenses claim Mrs H made on a travel insurance policy. Mr and Mrs H are represented by Mrs N. What happened The background to this complaint is well-known to both parties. So I’ve simply set out ... (4 pages)View decision -
Decision Reference DRN-4842872
10 Jun 2024 London & Colonial Services Limited UpheldPensions and AnnuitiesDRN-4842872 The complaint Ms H complains that London & Colonial Services Limited (‘L&C’) failed to carry out sufficient due diligence before accepting her Self-Invested Personal Pension (‘SIPP’) and investment applications, causing her a loss. For simplicity, I refer to Ms H throug... (34 pages)View decision -
Decision Reference DRN-4790445
10 Jun 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-4790445 The complaint Mr C’s complaint is about the refusal of claims made under his pet insurance policy with Casualty & General Insurance Company (Europe) Ltd (“C & G“). What happened In August 2023, Mr C’s dog underwent tests and treatment for a lump under its jaw. The lump ... (6 pages)View decision
