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 352408 results
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Decision Reference DRN-5157036
19 Nov 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5157036 The complaint Ms C complains that Scottish Widows Limited mismanaged her funds after she reached her normal retirement date and her lifestyle programme ended. She believes this has caused her a loss. What happened I set out the background to this complaint and my provisional... (7 pages)View decision -
Decision Reference DRN-5157508
19 Nov 2024 Fairmead Insurance Limited UpheldInsuranceDRN-5157508 The complaint Mrs T complains Fairmead Insurance Limited unfairly declined a claim she made on her home insurance policy for damage to a conservatory. When the claim was brought and the complaint initially made, there was a joint policyholder, Mr T. Sadly having issued by pr... (5 pages)View decision -
Decision Reference DRN-5156233
19 Nov 2024 Markerstudy Insurance Company Limited UpheldInsuranceDRN-5156233 The complaint Mr W complains about how Markerstudy Insurance Company Limited dealt with a claim on his taxi insurance policy. What happened Mr W’s taxi was parked on his driveway at home. During a storm, several tiles fell off the roof of his rented house and damaged his ta... (3 pages)View decision -
Decision Reference DRN-5115434
19 Nov 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5115434 The complaint Mr M complains that Tesco Personal Finance PLC trading as Tesco Bank incorrectly charged him a Cash Transaction Fee and interest. What happened Mr M holds a credit card account with Tesco. On 1 June 2024 Mr M made a transaction to Mortgages First Ltd for £99.00... (3 pages)View decision -
Decision Reference DRN-4949886
19 Nov 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4949886 The complaint Ms C and Mr C are unhappy with the assistance Ms C received from Red Sands Insurance Company (Europe) Limited under their travel insurance policy, after she was injured abroad. As this complaint relates to Ms C’s injury, I’ve referred to her throughout. And al... (4 pages)View decision -
Decision Reference DRN-4822290
19 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4822290 The complaint Mr W complains about the handling of a number of chargeback requests he asked Revolut Ltd to raise on his behalf. What happened At various points in time Mr W asked Revolut to raise a number of chargebacks on his behalf. These were requests made by Mr W in resp... (3 pages)View decision -
Decision Reference DRN-5094240
19 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5094240 The complaint Mrs C is unhappy that The Royal London Mutual Insurance Society Limited declined a claim made on a term assurance policy she held jointly with her husband, Mr C after he sadly died. Although Mrs C is being represented in this complaint, for ease, I’ve referred... (9 pages)View decision -
Decision Reference DRN-4821517
19 Nov 2024 Al Rayan Bank PLC Not upheldBanking and PaymentsDRN-4821517 The complaint Mr and Mrs K complain Al Rayan Bank PLC didn’t do enough to protect them when they fell victim to an investment scam. What happened Mr and Mrs K have a joint account with Al Rayan Bank and accounts elsewhere too. Mr K says he was looking to invest when he was i... (2 pages)View decision -
Decision Reference DRN-5155963
19 Nov 2024 International General Insurance Company (UK) Ltd UpheldInsuranceDRN-5155963 The complaint Mr B complains about International General Insurance Company (UK) Ltd’s (‘IGIC’s’) handling of a claim made under his latent defects building warranty. Any reference to IGIC includes the actions of its agents. What happened Mr B holds a ten-year building warr... (3 pages)View decision -
Decision Reference DRN-5156333
19 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5156333 The complaint Mr I has complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim under a home insurance policy. What happened Mr I contacted RSA to make a claim for storm damage to his home. RSA sent a surveyor to assess the damage. It then ... (4 pages)View decision
