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-5073525
4 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5073525 The complaint Mrs P is unhappy her claim for damage to her property was declined by Liverpool Victoria Insurance Company Limited (“LV”) following a build-up of water. LV were providing a home insurance policy. What happened Mrs P noticed a problem with the floor structure in... (3 pages)View decision -
Decision Reference DRN-4858590
4 Dec 2024 Oakwood Homeloans Limited UpheldMortgagesDRN-4858590 The complaint Mr P complains that Oakwood Homeloans Limited is pursuing him for outstanding debt following the repossession and sale of his buy-to-let properties in 2016. The mortgages were secured against the properties but the sales left a shortfall that remains outstandin... (5 pages)View decision -
Decision Reference DRN-4534217
4 Dec 2024 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-4534217 The complaint Mrs M has complained that Marks & Spencer Financial Services Plc, trading as M&S Bank, acted unfairly and unreasonably by deciding against paying a claim made under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened In August 2015, Mrs M, along... (5 pages)View decision -
Decision Reference DRN-5096305
4 Dec 2024 Motability Operations Limited Not upheldConsumer CreditDRN-5096305 The complaint Miss S complains that the car provided to her under a hire agreement with Motability Operations Limited (MO) wasn’t of satisfactory quality and she hasn’t been provided with the service she should have when dealing with the issues this has caused. What happened... (3 pages)View decision -
Decision Reference DRN-4837559
4 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4837559 The complaint Mr and Mrs P are unhappy with Bank of Scotland plc trading as Halifax (“Halifax”) after Mr P fell victim to an investment scam. Although this is a joint account, it was principally Mr P who fell victim to the scam, so I have mainly referred to him throughout t... (4 pages)View decision -
Decision Reference DRN-5125412
4 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5125412 The complaint Mr Z’’s representative complains on his behalf that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly failed to fully settle his claim on his motor insurance policy. References to Mr Z, or his representative, will include the other. Admiral are the und... (3 pages)View decision -
Decision Reference DRN-5124229
4 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-5124229 The complaint Mr P complains that TSB Bank plc unfairly blocked and closed his account, leaving him without access to funds. Mr P adds he is also unhappy that TSB asked him to repay his overdraft. What happened Mr P had a current account with TSB, which has an agreed overdr... (3 pages)View decision -
Decision Reference DRN-5146546
4 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5146546 The complaint Mrs C complains esure Insurance Limited (esure) unfairly declined to settle her claim on her motor insurance policy. There are several parties and representatives of esure involved throughout the complaint but for the purposes of this complaint I’m only going ... (2 pages)View decision -
Decision Reference DRN-4677613
4 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4677613 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to a scam. What happened In May 2023, Mr B was looking to invest and found an advertisement on social media. Two celebrities were recommending a platform with a com... (4 pages)View decision -
Decision Reference DRN-5187642
3 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5187642 The complaint Mr G and Miss G complain that Royal & Sun Alliance Insurance Limited (“RSA”) carried out substandard repairs, caused damage to their property and provided poor customer service when they made a claim under their home insurance policy. Any references to RSA ... (4 pages)View decision
