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 360982 results
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Decision Reference DRN-5172508
19 Dec 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5172508 The complaint Mr P has complained about the way his commercial vehicle insurer, Haven Insurance Company Limited (‘Haven’), dealt with a claim he made on his policy and says that the offer made to him for the market value of his van was too low. What happened In March 2024 M... (4 pages)View decision -
Decision Reference DRN-5175795
19 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5175795 The complaint Miss L complains that American Express Services Europe Limited (AESEL) defaulted her credit card account. What happened Miss L held a credit card account with American Express. On 24 January 2024, Miss L had a web chat with American Express. Miss L said she fel... (3 pages)View decision -
Decision Reference DRN-5222249
19 Dec 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5222249 The complaint Miss W is unhappy Amtrust Europe Limited (“Amtrust”) withdraw cover for a claim under a legal expenses insurance policy. What happened Miss W was involved in a car accident, which she reported to her car insurer. As well as damage to her car, Miss W also suffer... (5 pages)View decision -
Decision Reference DRN-5178494
19 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5178494 The complaint Mrs D complains Nationwide Building Society (“Nationwide”); blocked her account including her debit card without informing her; was treated in a disgraceful manner when she called one of Nationwide’s agents about this; was asked personal and intrusive questions... (6 pages)View decision -
Decision Reference DRN-4508187
19 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4508187 The complaint Ms B, via a representative, complains that Revolut Ltd (“Revolut”) have failed to refund the money she lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inste... (3 pages)View decision -
Decision Reference DRN-4777391
19 Dec 2024 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-4777391 The complaint Mr M has complained, with the help of a professional third party, about the transfer of his Aviva Life & Pensions UK Limited (‘Aviva’) personal pension to a small self-administered scheme (‘SSAS‘) in June 2014. Mr M’s SSAS was subsequently used to invest in... (14 pages)View decision -
Decision Reference DRN-5152534
19 Dec 2024 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5152534 The complaint Miss A and Mr M complain that Lloyds Bank General Insurance Limited failed to put right damage caused by poor repairs carried out following a claim on their buildings insurance policy. Where I refer to Lloyds, this includes its agents and claims handlers acting... (3 pages)View decision -
Decision Reference DRN-5134376
19 Dec 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-5134376 The complaint Mr S complains that Loans 2 Go Limited (L2G) irresponsibly lent to him. What happened Mr S was approved for a L2G loan for £1,250 in January 2022. Mr S says this was lent irresponsibly to him, and he never received a credit agreement from them, and they didn’t ... (4 pages)View decision -
Decision Reference DRN-5128013
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5128013 The complaint Mr and Mrs S complain that HSBC UK Bank Plc trading as first direct (‘First Direct’) won’t refund the money they say was lost as the result of a scam. What happened In 2017, Mr and Mrs S found an investment opportunity through an advertisement for a company I’... (5 pages)View decision -
Decision Reference DRN-5172855
19 Dec 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-5172855 The complaint Mr P through his representative complains that HSBC UK Bank Plc ignored his pending application for “Breathing Space” relief which would have allowed him to prove his affordability with a view to making a longer plan to clear his mortgage arrears. What happened... (2 pages)View decision
