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 353101 results
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Decision Reference DRN-4576548
14 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4576548 The complaint Mrs A is unhappy that Admiral Insurance (Gibraltar) Limited declined her claim for water damage under her buildings insurance. Any reference to Admiral includes agents acting on its behalf. What happened Both Mrs A and Admiral are familiar with the background to t... (2 pages)View decision -
Decision Reference DRN-4501807
14 Mar 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4501807 The complaint Miss J has complained about the way Nationwide Building Society handled her request for money back. What happened The circumstances of the complaint are well known so I won’t go over everything again in detail. But, to summarise, Miss J was unwell while she was ab... (3 pages)View decision -
Decision Reference DRN-4597387
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4597387 The complaint Mrs A complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to both parties... (5 pages)View decision -
Decision Reference DRN-4664925
14 Mar 2024 Coventry Building Society Not upheldBanking and PaymentsDRN-4664925 The complaint Mr R is unhappy that he hasn’t received statements from Coventry Building Society (“CBS”) for his Junior ISA (“JISA”) account. Mr R is a minor, and his complaint is brought to this service by his authorised representative, his father. What happened Mr R has a JISA... (2 pages)View decision -
Decision Reference DRN-4583869
14 Mar 2024 Billing Finance Limited Not upheldConsumer CreditDRN-4583869 The complaint Ms M complains about the quality of a car she acquired under a Hire Purchase Agreement with Billing Finance Limited (BFL). When I refer to what Ms M has said and what BFL have said, it should also be taken to include things said on their behalf. What happened In J... (6 pages)View decision -
Decision Reference DRN-4377498
14 Mar 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4377498 The complaint Mr and Mrs P complain that Admiral Insurance (Gibraltar) Limited declined a claim they made on their home insurance policy for damage caused by subsidence. Mr P has primarily dealt with things so, for simplicity, I’ll refer to him only. What happened The circumsta... (3 pages)View decision -
Decision Reference DRN-4660600
14 Mar 2024 AWP P&C S.A. UpheldInsuranceDRN-4660600 The complaint Mr S complains about AWP P&C SA (AWP), regarding a claim under his mobile phone insurance policy. AWP uses agents to administer and provide services under the policy, as well as to deal with claims and complaints. Reference to AWP in this decision includes tho... (3 pages)View decision -
Decision Reference DRN-4683430
14 Mar 2024 Motors Insurance Company Limited UpheldInsuranceDRN-4683430 The complaint Mr H has complained about Motors Insurance Company Limited’s (MICL) decision to turn down his claim under his Alloy Wheel Repair insurance policy. Reference to Motors Insurance Company Limited includes its agents. What happened Mr H took out an Alloy Wheel Repair ... (3 pages)View decision -
Decision Reference DRN-4651837
14 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4651837 The complaint Miss S complains that Bank of Scotland plc, trading as Halifax, irresponsibly provided her with a limit increase on her credit card account. What happened In December 2016, Halifax increased the limit on Miss S’ credit card account from £3,200 to £3,700. In 2023, ... (2 pages)View decision -
Decision Reference DRN-4682041
14 Mar 2024 Alwyn Insurance Company Limited Not upheldInsuranceDRN-4682041 The complaint Mr H’s complaint is about Alwyn Insurance Company Limited’s (‘Alwyn’) decision to turn down a claim on his legal expenses insurance policy. Mr H feels that Alwyn were wrong to do so and should fund his claim. All references to Alwyn include their claims handlers. ... (4 pages)View decision
