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 359538 results
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Decision Reference DRN-4577685
30 Jan 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4577685 The complaint Mrs F has complained about Royal & Sun Alliance Insurance Limited (RSA)’s decision to reject a claim she made against her building insurance policy. Mrs F’s sister is helping her with her complaint. What happened Mrs F made a claim to her insurer, RSA when a c... (2 pages)View decision -
Decision Reference DRN-4554791
30 Jan 2024 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-4554791 The complaint Mrs P is unhappy with how Great Lakes Insurance UK Limited settled her travel insurance claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving the r... (1 page)View decision -
Decision Reference DRN-4536501
30 Jan 2024 Hub Financial Solutions Limited Not upheldPensions and AnnuitiesDRN-4536501 The complaint Mrs H complains that HUB Financial Solutions Limited trading as HUB Pension Consulting (HUB) allowed her to proceed to full advice about whether she should transfer the benefits from her Occupational Pension Scheme (OPS). She feels it should’ve advised her not to ... (7 pages)View decision -
Decision Reference DRN-4096394
30 Jan 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4096394 The complaint Mr G complains through his representative, PR, that Vacation Finance Limited (“VFL”) didn’t fairly or reasonably deal with his claims under Sections 75 and 140A of the Consumer Credit Act 1974 (the ‘CCA’) in relation to the purchase of a holiday product in March 2... (5 pages)View decision -
Decision Reference DRN-4549181
30 Jan 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4549181 The complaint Mrs J complains that the whole of life policy she took out with The Royal London Mutual Insurance Society Limited (‘Royal London’) to provide funeral costs in the event of her husband’s death was unsuitable. She says she wasn’t told about the charges, that the pol... (4 pages)View decision -
Decision Reference DRN-4549184
30 Jan 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-4549184 The complaint Mr J complains that the whole of life policy he took out with The Royal London Mutual Insurance Society Limited (‘Royal London’) to provide funeral costs in the event of his wife’s death was unsuitable. He says he wasn’t told about the charges, that the policy was... (4 pages)View decision -
Decision Reference DRN-4532499
30 Jan 2024 HCC International Insurance Company Plc Not upheldInsuranceDRN-4532499 The complaint Miss C complain about HCC International Insurance Company Plc trading as Tokio Marine HCC (Tokio) declining a claim under her home insurance policy for damage to her property in bad weather. Tokio use agents to administer the policy and to assess claims. Reference... (8 pages)View decision -
Decision Reference DRN-4549526
30 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4549526 The complaint F, a limited company, complains that Barclays Bank UK Plc didn’t do enough to prevent the loss it suffered when it sent money to a Barclays account as the result of a scam. Mr B (F’s owner) has brought the complaint on F’s behalf and has used a representative when... (2 pages)View decision -
Decision Reference DRN-4556318
30 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4556318 The complaint Miss V complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened In July 2023, Miss V was trying to book her practical driving test. She wanted an earlier test date than was available through the DVLA sit... (3 pages)View decision -
Decision Reference DRN-4565257
30 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4565257 The complaint Mr J has complained to Lloyds Bank PLC about the packaged bank account he was sold in 2013. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: Mr J took out a Classic ... (2 pages)View decision
