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-4659432
14 Mar 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4659432 The complaint Mrs C complains that Royal & Sun Alliance Insurance Limited (“RSA”) rejected a claim on her landlord home insurance policy, said the policy was void and asked her to repay money that had been paid out on the claim. What happened Mrs C had a landlord’s insuranc... (6 pages)View decision -
Decision Reference DRN-4681392
14 Mar 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-4681392 The complaint X complains Tesco Underwriting Limited (“Tesco”) hasn’t carried out the necessary repairs following a claim for subsidence under his property insurance policy. X says the foundations are defective and substructure works need to be carried out. X has made a number ... (3 pages)View decision -
Decision Reference DRN-4520421
14 Mar 2024 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-4520421 The complaint Mr and Mrs O complain Bank of Ireland (UK) Plc cannot find their account and will not pay them the outstanding balance shown on a passbook which has not been used since 1999. What happened The circumstances that led to the complaint are well known by both parties,... (2 pages)View decision -
Decision Reference DRN-4658939
14 Mar 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4658939 The complaint Mr K complains that American Express Services Europe Limited (AESEL) unfairly terminated a credit card account he held with it. What happened Mr K held a credit card account with AESEL, there was also a supplementary card on the account which was used by his wife.... (4 pages)View decision -
Decision Reference DRN-4635199
14 Mar 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4635199 The complaint Y complains Zurich Insurance Plc’s handling and settlement of its motor insurance claim is unfair. Y is a limited company. It’s been represented for the complaint. For simplicity I’ve referred to the actions and comments of the representative as being Y’s own. Fo... (3 pages)View decision -
Decision Reference DRN-4656193
14 Mar 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4656193 The complaint Mr K complains TSB Bank PLC (“TSB”) refuses to refund him for a transaction on his account he says he didn’t make. Mr K also complains he wasn’t given the account opening incentive, and he wants compensation for the time and distress in making his fraud complaint.... (2 pages)View decision -
Decision Reference DRN-4540098
14 Mar 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4540098 The complaint Miss S complains that a car she acquired through a Hire Purchase agreement with Creation Consumer Finance Ltd (CCF) wasn’t fit for purpose . She would like to reject it. What happened The details of this complaint are well known to both parties so I won’t repeat ... (2 pages)View decision -
Decision Reference DRN-4637878
14 Mar 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4637878 The complaint Miss B and Mr W complain about Royal & Sun Alliance Insurance Limited trading as More Th>n’s (“RSA”) decision to decline a pet insurance claim. Any reference to RSA includes the actions of its agent. Because Miss B has been leading on this complaint, I’ve r... (5 pages)View decision -
Decision Reference DRN-4559071
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4559071 The complaint Mr M complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a scam. Mr M is represented by a firm I’ll refer to as ‘R’. What happened Your text here The background to this complaint is well known to both parties and so I’ll only refer to ... (7 pages)View decision -
Decision Reference DRN-4658307
14 Mar 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4658307 The complaint Mr R has complained that Great Lakes Insurance UK Limited declined a claim he made on his single trip travel insurance policy. The complaint involves the actions of the policy administrators, acting on behalf of Great Lakes. To be clear, when referring to Great La... (2 pages)View decision
