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 364422 results
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Decision Reference DRN-4847511
12 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4847511 The complaint Miss L complains that American Express Services Europe Limited won’t refund to her the money that she paid for some clothes. What happened Miss L used her American Express cashback credit card to pay £101.74 for some clothes that she bought online in July 2023.... (3 pages)View decision -
Decision Reference DRN-5143086
12 Dec 2024 Black Horse Limited Not upheldConsumer CreditDRN-5143086 The complaint Mr H complains that Black Horse Limited acted unfairly when it repossessed a motorbike that had been supplied to him under a hire purchase agreement it had decided to terminate. What happened In February 2019, Mr H was supplied with a used motorbike through a h... (3 pages)View decision -
Decision Reference DRN-5061314
12 Dec 2024 Skrill Limited Not upheldBanking and PaymentsDRN-5061314 The complaint Mr A complains Skrill Limited (“Skrill”) restricted and closed his account without notification nor explanation. To put things right, Mr A wants his account reopened. What happened The details of this complaint are well known by both parties, so I won’t repeat ... (2 pages)View decision -
Decision Reference DRN-5208820
12 Dec 2024 Frenkel Topping Limited UpheldPensions and AnnuitiesDRN-5208820 The complaint The estate of Ms B complains that Frenkel Topping Limited (Frenkel) mis-advised Ms B to take out an annuity to pay care home fees and make unsuitable investments resulting in losses to the estate of around £100,000. The estate wants compensation for the losses ... (14 pages)View decision -
Decision Reference DRN-4933733
12 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4933733 The complaint Mr B complains about the service he received from National Westminster Bank Plc (“NatWest”) after he asked it to refund him £209. What happened On 2 June 2024 Mr B placed an order – for next day delivery – with a retailer that I will call “C”. The cost of the i... (2 pages)View decision -
Decision Reference DRN-5179020
12 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5179020 The complaint Mr S complains that U K Insurance Limited (“UKI”) declined a claim he made under his home insurance policy. Reference to Mr S or UKI includes their respective agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the... (3 pages)View decision -
Decision Reference DRN-5114660
12 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5114660 The complaint A company, which I’ll refer to as G, complains about the amount Aviva Insurance Limited (Aviva) paid in settlement of a claim under its mini fleet insurance policy. What happened The detailed background to this complaint is well known to both parties. So, I’ll ... (3 pages)View decision -
Decision Reference DRN-5081503
12 Dec 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5081503 The complaint Miss B has complained that Liverpool Victoria Financial Services Limited (“LV”) mis-sold her life cover. What happened Miss B purchased an Over 50s Life Cover Plan in 2010 from an application card in her local supermarket. Recently she learned that the policy h... (2 pages)View decision -
Decision Reference DRN-5206753
12 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5206753 The complaint Mr C complains that Liverpool Victoria Insurance Company Limited (‘LV’) unfairly declined a claim and cancelled his motor insurance policy. What happened Mr C had an LV car insurance policy, taken out sometime before August 2022. He bought a new car and, soon a... (5 pages)View decision -
Decision Reference DRN-5086948
12 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5086948 The complaint Mr H complains about how Liverpool Victoria Insurance Company Limited (“LV”) handled a claim made on his car insurance policy. LV are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the actions of ... (4 pages)View decision
