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-5072392
12 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5072392 The complaint Ms S complains that Advantage Insurance Company Limited (“Advantage”) auto-renewed her motor insurance policy without authorisation, unfairly increased her premium, and charged a cancellation fee. What happened Ms S says her premium increased from £65.73 to £21... (3 pages)View decision -
Decision Reference DRN-4995233
12 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4995233 The complaint Mr H is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr H says... (10 pages)View decision -
Decision Reference DRN-4979914
12 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4979914 The complaint Mr W complains that Monzo Bank Ltd (“Monzo”) have incorrectly recorded adverse data on his credit file. What happened Following a dispute with Monzo, Mr W switched his current account. He had an outstanding overdraft on the Monzo account. Mr W said he asked Mo... (3 pages)View decision -
Decision Reference DRN-5120193
12 Dec 2024 Northern Bank Limited Not upheldBanking and PaymentsDRN-5120193 The complaint Ms B has complained that Northern Bank Limited (trading as “Danske Bank”) failed to protect her from falling victim to a “safe account” scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But... (4 pages)View decision -
Decision Reference DRN-5185720
12 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5185720 The complaint Mrs H complains Royal & Sun Alliance Insurance Limited (“RSA”) has unfairly declined a claim she made on a pet insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll pr... (3 pages)View decision -
Decision Reference DRN-5151284
12 Dec 2024 Quidie Limited UpheldConsumer CreditDRN-5151284 Complaint Mr P is unhappy that Quidie Limited allowed someone to take out a loan in his name. Background In September 2018, Mr P became the victim of fraud. A third party managed to take control of his bank account and, amongst other actions, applied for a £200 loan with Qui... (2 pages)View decision -
Decision Reference DRN-5172974
12 Dec 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5172974 The complaint Ms O complains about the quality of a car she has been financing through an agreement with Santander Consumer (UK) Plc (Santander). Ms O has been represented throughout this complaint. As the account is in her name, I will only refer to Ms O in this decision. I... (3 pages)View decision -
Decision Reference DRN-5129680
12 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5129680 The complaint Mrs W complains that HDI Global Specialty SE (HDI) incorrectly recorded her claim as subsidence on her home insurance policy. What happened In August 2023, Mrs W made a claim on her home insurance policy following some cracks appearing in the external render o... (3 pages)View decision -
Decision Reference DRN-5180142
12 Dec 2024 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5180142 The complaint Mr I complains about St. James’s Place Wealth Management Plc (SJP). He’s unhappy that his investments with SJP went down in value and thinks they failed in their duty of care towards him. What happened Mr I was an advisory client of SJP and in 2020 he spoke to ... (6 pages)View decision -
Decision Reference DRN-5207622
12 Dec 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5207622 The complaint Mr C, with the help of a claims management company (CMC), has complained about a transfer from his Scottish Widows Limited (Scottish Widows) pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in Malta in November 2014. The QROPS was subsequent... (15 pages)View decision
