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-5025609
10 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5025609 The complaint Mr C is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a safe account 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 shor... (3 pages)View decision -
Decision Reference DRN-5006639
10 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5006639 The complaint Mr W complains that Bank of Scotland Plc trading as Birmingham Midshires is unfairly holding him liable for four buy-to-let mortgages that he said were taken out without his knowledge or consent. What happened In 2006, four buy-to-let mortgages with Birmingham ... (6 pages)View decision -
Decision Reference DRN-5024904
10 Dec 2024 Atlanta Insurance Intermediaries Limited UpheldInsuranceDRN-5024904 The complaint Mr G is unhappy with the service received from Atlanta Insurance Intermediaries Limited after he’d contacted it to change his address on insurance policies taken out and to ask about an accidental death benefit policy he held. What happened The details of this... (3 pages)View decision -
Decision Reference DRN-5187946
10 Dec 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5187946 The complaint Mr D has complained about his let property insurer AXA Insurance UK Plc regarding a claim he made when his property was damaged by fire. AXA has used agents to handle the claim and complaint on its behalf. The agents act on behalf of AXA and AXA’s responsible ... (5 pages)View decision -
Decision Reference DRN-4774009
10 Dec 2024 Santander UK Plc UpheldInvestmentsDRN-4774009 The complaint Ms S, representing the estate of Mr G, complains that Santander UK Plc (‘Santander’) failed to correctly pay out money from Mr G’s accounts and failed to comply with Ms S’s communication preferences. This complaint has been brought by the estate of Mr G. The es... (5 pages)View decision -
Decision Reference DRN-5167380
10 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5167380 The complaint Ms L complains Advantage Insurance Company Limited pursued her for a premium payment she does not owe. What happened Ms L had held a motor insurance policy with Advantage for three years. Her most recent policy was due to end on 5 October 2023. In early Septemb... (3 pages)View decision -
Decision Reference DRN-5160993
10 Dec 2024 Highway Insurance Company Limited UpheldInsuranceDRN-5160993 The complaint Mrs P and Mr W have complained that Highway Insurance Company Limited (Highway) declined part of a claim under a home insurance policy. As Mrs P mainly seemed to deal with the complaint, for ease, I will normally only refer to her. What happened The bathroom ... (3 pages)View decision -
Decision Reference DRN-5155700
10 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5155700 The complaint Mr M complains that Vanquis Bank Limited irresponsibly lent to him. Mr M is represented by a Solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr M himself. What happe... (5 pages)View decision -
Decision Reference DRN-5116428
10 Dec 2024 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5116428 The complaint Mr W complains Kroo Bank Ltd registered a fraud marker at CIFAS, the national fraud database. He doesn’t think it’s done so fairly. What happened A summary of what happened is below. Mr W held an account Kroo. On 17 July 2023 it was credited with £250 from a ... (3 pages)View decision -
Decision Reference DRN-5158929
10 Dec 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5158929 The complaint Mr K has complained about his car insurer Haven Insurance Company Limited because it has declined his claim for the theft of his car, an incident which occurred shortly after the car was first stolen but recovered by the police. What happened Mr K suffered a c... (3 pages)View decision
