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 360264 results
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Decision Reference DRN-4542708
26 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4542708 The complaint Mr and Mrs S complain that Advantage Insurance Company Limited unfairly declined a claim under their contents insurance policy. Where I refer to Advantage, this includes the actions of its agents and claims handlers for which it takes responsibility. Whilst this i... (3 pages)View decision -
Decision Reference DRN-4483340
26 Feb 2024 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-4483340 The complaint Mr S complains about the service he received from Helvetia Global Solutions Ltd when he made a claim under his mobile phone insurance policy. For ease, any reference to Helvetia also includes its agents. What happened In early February 2023, Mr S lost his mobile p... (2 pages)View decision -
Decision Reference DRN-4588941
26 Feb 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4588941 The complaint Miss W has complained about the way that Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim on home insurance policy. She is also unhappy with the settlement it offered her. What happened In early October 2022 Miss W made a claim to RSA after a su... (3 pages)View decision -
Decision Reference DRN-4601134
26 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4601134 The complaint Miss L complains about how Advantage Insurance Company Limited (“Advantage”) handled settling a claim under her motor insurance policy. What happened Miss L had a motor insurance policy with Advantage covering her car. In 2020 she was involved in a collision when ... (2 pages)View decision -
Decision Reference DRN-4387943
26 Feb 2024 Target Servicing Limited Not upheldMortgagesDRN-4387943 The complaint Mr F complains that Target Servicing Limited prevented him redeeming the help to buy shared equity loan secured over his property. What happened Mr F bought his property – a flat in a block – in 2018 with the aid of a mortgage and a help to buy loan. Help to buy i... (3 pages)View decision -
Decision Reference DRN-4291007
26 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4291007 The complaint Ms B complains that Revolut Ltd (“Revolut”) won’t refund over £83,000 she lost to an investment scam beginning in August 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving th... (2 pages)View decision -
Decision Reference DRN-4443015
26 Feb 2024 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-4443015 The complaint Mr J complains that Bank of Ireland (UK) Plc (BoI) won’t allow him to take a new interest rate on his residential mortgage while he’s letting the property out, but it won’t let him convert it to a buy to let mortgage either. He says this means he’s trapped paying ... (3 pages)View decision -
Decision Reference DRN-4442693
26 Feb 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4442693 The complaint Mrs N has said that until recently she was unaware she could obtain a new fixed interest rate on her mortgage. She says her lender Bank of Scotland plc trading as Birmingham Midshires stopped offering new products and she wasn’t aware she could go through an inter... (3 pages)View decision -
Decision Reference DRN-4613226
26 Feb 2024 British Gas Insurance Limited Not upheldInsuranceDRN-4613226 The complaint Mr R complained that British Gas Insurance Limited (“British Gas”) didn’t reimburse the costs for his own contractor under his home emergency policy. What happened Mr R made a claim when he noticed a leak in his property. British Gas instructed one of its engineer... (2 pages)View decision -
Decision Reference DRN-4567758
26 Feb 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4567758 The complaint Mr V complains that Starling Bank Limited did not refund a series of payments he lost to a scam. What happened Mr V was contacted on a messaging service by a recruiter, who offered him the opportunity to work from home rating mobile phone applications (“apps”). He... (3 pages)View decision
