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 363925 results
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Decision Reference DRN-5181695
6 Dec 2024 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5181695 The complaint Mr H complains that Casualty & General Insurance Company (Europe) Ltd rejected a clam on his pet insurance policy and added exclusions to the policy. What happened Mr H took out a pet insurance policy for his puppy which started on 8 November 2023. On 14 No... (2 pages)View decision -
Decision Reference DRN-5087898
6 Dec 2024 Skipton Building Society UpheldMortgagesDRN-5087898 The complaint Miss N complains that Skipton Building Society (Skipton) did not inform her that she had the option to switch her mortgage rate when it knew that she was struggling financially. Miss N has brought the complaint and says that she has been the sole contributor to... (8 pages)View decision -
Decision Reference DRN-5181786
6 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5181786 The complaint Mr K complains that Revolut Ltd (Revolut) won’t refund the money he lost to a scam. What happened I issued my provisional decision on this complaint on 15 November 2024. I wanted to give both sides a chance to provide any further evidence and arguments before ... (13 pages)View decision -
Decision Reference DRN-5137190
6 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5137190 The complaint Miss R complains about the service that HSBC UK Bank Plc provided when she asked for support with her credit card payments. What happened Miss R holds a credit card account with HSBC. She experienced some financial difficulties and wrote to HSBC asking for a pa... (3 pages)View decision -
Decision Reference DRN-4985690
6 Dec 2024 Vitality Health Limited Not upheldInsuranceDRN-4985690 The complaint Mrs E and Mr E have complained about the service they received from Vitality Health Limited. What happened The background to this complaint isn’t in dispute. In summary Mrs E wanted to see a dermatologist for a skin condition. She contacted Vitality who provide... (2 pages)View decision -
Decision Reference DRN-5129400
6 Dec 2024 Wakam UpheldInsuranceDRN-5129400 The complaint Mr S complains about Wakam avoiding his home insurance policy for failing to disclose a County Court Judgement (CCJ). Any reference to Wakam in this decision includes their agents. Wakam was the insurer of the policy Mr S took out through a comparison website,... (5 pages)View decision -
Decision Reference DRN-4941474
6 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4941474 The complaint Miss N complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to a scam. She’s being represented. To keep things simple, I’ll refer to Miss N throughout this decision. What happened The background to this complaint is known to both parties, so I... (3 pages)View decision -
Decision Reference DRN-5015269
6 Dec 2024 Corbel Partners Limited Not upheldPensions and AnnuitiesDRN-5015269 The complaint Mrs P complains that Corbel Partners Limited (Corbel) have been charging her an annual ongoing service fee since 2018 that she only recently became aware of. She says she hasn’t received any service in return for the fees. What happened I understand that Mrs P ... (8 pages)View decision -
Decision Reference DRN-4831914
6 Dec 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4831914 The complaint Mr V complains about the quality of a used car he acquired through a conditional sale agreement with Santander Consumer (UK) Plc (‘Santander’). He says that the car was faulty when he bought it and he has had multiple issues with it. He wants to end the agreeme... (4 pages)View decision -
Decision Reference DRN-5100144
6 Dec 2024 Intelligent Advisory Services Limited Not upheldInsuranceDRN-5100144 The complaint Mr and Mrs G have complained about an arrangement fee the broker about Intelligent Advisory Services Limited trading as Intelligent Insurance (IA) charged on cancelling their home insurance policy. They complained that there was an onerous endorsement under the... (2 pages)View decision
