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 370902 results
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Decision Reference DRN-5271826
24 Feb 2025 Wakam UpheldInsuranceDRN-5271826 The complaint Miss H complains that Wakam unfairly cancelled her policy and limited a claim to a proportional settlement, under her home buildings insurance policy. What happened Miss H contacted Wakam to make a claim for an escape of water. Shortly afterwards it contacted h... (4 pages)View decision -
Decision Reference DRN-5082594
24 Feb 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5082594 The complaint Mr L complains AA Underwriting Insurance Company Limited handled his motor insurance claim poorly. What happened In April 2024 Mr L’s car was damaged by a third-party (TP) vehicle. He claimed for the damage against his AA motor insurance policy. His car was co... (3 pages)View decision -
Decision Reference DRN-4542557
24 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4542557 The complaint Mr P complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Between January and August 2023, Mr P made payments totalling £37,500 from his Revolut account to a cryptocurrency exchange. This money was ... (2 pages)View decision -
Decision Reference DRN-5350215
24 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5350215 Complaint Mr W has complained about the overdraft charges National Westminster Bank Plc (“NatWest”) applied to his account. Mr W is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr W’s account were unfair... (5 pages)View decision -
Decision Reference DRN-5350275
24 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5350275 The complaint A company, which I’ll refer to as M, complains Revolut Ltd (“Revolut”) won’t refund unauthorised payments. Mr H, who is a director of M, has brought this complaint on M’s behalf. What happened On 19 September 2023, Mr H contacted Revolut to report several dispu... (4 pages)View decision -
Decision Reference DRN-5328159
24 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5328159 The complaint Mr M has complained that U K Insurance Limited (UKI) unreasonably and unfairly held him at fault under his motor policy for causing an accident with another driver on 21 August 2021. What happened Mr M was involved in an accident on 21 August 2021. He said he ... (3 pages)View decision -
Decision Reference DRN-5277832
24 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5277832 The complaint Mr M complains that Aviva Insurance Limited (“Aviva”) unfairly deducted 20% from its settlement payment following a claim for the theft of his car, under his motor insurance policy. What happened Mr M’s car was stolen. He reported this to Aviva in May 2024. He ... (2 pages)View decision -
Decision Reference DRN-5350257
24 Feb 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5350257 The complaint Mr F complains about the service provided by Shawbrook Bank Limited when he opened an online savings account with it in August 2024. Mr F’s account was never funded, and has since been closed. What happened Mr F told us he had opened a new savings account with ... (5 pages)View decision -
Decision Reference DRN-5184909
24 Feb 2025 Skipton Building Society UpheldBanking and PaymentsDRN-5184909 The complaint Miss B is unhappy with Skipton Building Society. Miss B wanted to transfer an ISA from another bank “M” to Skipton. Miss B contacted Skipton on 20 October 2022. She was told the transfer would take seven working days and she was looking to complete on 22 Novemb... (7 pages)View decision -
Decision Reference DRN-5345308
24 Feb 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5345308 The complaint Mr M complains that Specialist Motor Finance Limited (SMFL) was irresponsible in its lending to him. He wants his repayments under his hire purchase agreement and the insurance settlement refunded. What happened Mr M took out a hire purchase agreement with SMFL... (4 pages)View decision
