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-5287198
7 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5287198 The complaint Mrs S has complained that Lloyds Bank General Insurance Limited have declined her claim for a stolen phone. What happened Mrs S’s daughter had her phone stolen whilst at a gym and so she made a claim under her home insurance which has cover for contents away f... (3 pages)View decision -
Decision Reference DRN-4976987
7 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4976987 The complaint Miss S complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5077060
7 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5077060 The complaint Miss G complains that Revolut Ltd refused to reimburse her after she fell victim to a scam. What happened The facts of this case are well known to the parties, and were previously set out by our investigator, so I don't intend to set them out in full here.... (9 pages)View decision -
Decision Reference DRN-5315153
7 Feb 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5315153 The complaint Mr and Mrs P’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What ha... (9 pages)View decision -
Decision Reference DRN-5271653
7 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5271653 The complaint Miss B is unhappy with what Royal & Sun Alliance Insurance Limited did after she made a claim on her pet insurance policy. What happened In June 2024 Miss B claimed on her policy for treatment her cat (C) had received for diabetes (following which C was sad... (3 pages)View decision -
Decision Reference DRN-4775570
7 Feb 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4775570 The complaint Mr and Mrs I complain that the Royal Bank of Scotland PLC (‘RBS’) won’t refund a payment they made after falling victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary... (3 pages)View decision -
Decision Reference DRN-5305890
7 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5305890 The complaint Mr B complains about the poor service and delays caused by esure Insurance Limited after he made a claim on his motor insurance policy, plus the payment it made for his car’s repair. What happened Mr B had a non-fault accident in June 2023. There was damage to... (4 pages)View decision -
Decision Reference DRN-5159984
7 Feb 2025 Society of Lloyd's Not upheldInsuranceDRN-5159984 The complaint Mr M is unhappy with the service provided by Society of Lloyd's (SoL) following a claim he made on his taxi insurance policy. What happened Mr M took out a taxi insurance policy with SoL. The policy booklet explained in the event of a claim where Mr M’s t... (4 pages)View decision -
Decision Reference DRN-3588034
7 Feb 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-3588034 The complaint Mr M has complained through his representative about a transfer of three personal pensions he held with Phoenix Life CA Limited, trading as Sun Life Financial of Canada (“Sun Life”) to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in May 2016. Mr M’... (10 pages)View decision -
Decision Reference DRN-4517559
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4517559 The complaint Mr A complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr A was contact... (3 pages)View decision
