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-5023971
6 Dec 2024 Grattan Plc Not upheldConsumer CreditDRN-5023971 The complaint Miss F complains that Grattan Plc trading as Kaleidoscope recorded her catalogue shopping account as in default. What happened Miss F held a Freemans catalogue shopping account that was provided by Kaleidoscope. In January 2023, Grattan emailed Miss F with a fi... (4 pages)View decision -
Decision Reference DRN-5075845
6 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5075845 The complaint Mrs M complains about Admiral Insurance (Gibraltar) Limited’s settlement of her car insurance claim. What happened Mrs M had a car insurance policy with Admiral. In May 2024, her car was stolen and she made a claim. Admiral first offered a settlement based on a... (3 pages)View decision -
Decision Reference DRN-4841478
6 Dec 2024 Computershare Investor Services Plc Not upheldInvestmentsDRN-4841478 The complaint Mr W complained about Computershare Investor Services Plc (Computershare). He said it misinformed him about what to do with options he held in a save as you earn (SAYE) share save scheme. Mr W said Computershare made mistakes and because of this he incurred a ... (5 pages)View decision -
Decision Reference DRN-5193455
6 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5193455 The complaint Mr S has complained about Aviva Insurance Limited’s decision to decline a claim he made for water damage to his home under his home buildings insurance policy. Mr S was also unhappy with the lack of communication and attention from Aviva. All reference to the i... (3 pages)View decision -
Decision Reference DRN-4749862
6 Dec 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4749862 The complaint Mr W complains about the way Assetz SME Capital Limited (“Assetz”) has used its terms and conditions to introduce a fee on his peer-to-peer (P2P) lending account. He says the changes are to his detriment and caused him to lose interest payments. What happened ... (9 pages)View decision -
Decision Reference DRN-5056836
6 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5056836 The complaint D complains Bank of Scotland Plc provided incorrect information and a poor service when he asked it to supply a letter. D is represented by Mr P, a director. What happened The facts of the complaint are well known to both parties, so I will only provide a sum... (4 pages)View decision -
Decision Reference DRN-5152808
6 Dec 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-5152808 The complaint Mrs C says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to her. Mrs C brought her complaint through a representative, for ease of reading I will refer solely to Mrs C in this decision. What happened Mrs C took out two instalment loans fro... (3 pages)View decision -
Decision Reference DRN-5145293
6 Dec 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5145293 The complaint Ms C’s complaint is about how Kensington Mortgage Company Limited trading as Acenden has administered her mortgage. She’s said: she feels Acenden’s correspondence was aggressive; Acenden was threatening to repossess her home; and She doesn’t believe the b... (3 pages)View decision -
Decision Reference DRN-5192802
6 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5192802 The complaint Mr F is unhappy that Revolut Ltd (“Revolut”) won’t refund him the money he lost as a result of a cryptocurrency scam. What happened Mr F told us that in September 2022 he was looking at a website and he saw an advert for an investment opportunity and clicked o... (10 pages)View decision -
Decision Reference DRN-5096228
6 Dec 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5096228 The complaint Mr and Mrs B complain about the way Aviva Life & Pensions UK Limited handled their request to surrender two whole of life policies. They say delays in the surrender caused them a loss. What happened On 23 November 2023, Mr and Mrs B made a request to Aviva... (3 pages)View decision
