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-5073787
6 Dec 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5073787 The complaint Mr I’s complained about the amount of the settlement he received from Legal and General Assurance Society Limited (“L&G”) when he made a claim following a stroke. What happened Mr I joined his employer’s group critical illness scheme in 2018. Initially he ... (2 pages)View decision -
Decision Reference DRN-5087244
6 Dec 2024 One Sure Insurance Limited UpheldInsuranceDRN-5087244 The complaint Mr W has complained about the service he received from One Sure Insurance Limited when he needed to make a claim under his motor policy. References to One Sure include all its agents and partners. What happened Mr W took out his motor policy in February 2023 ... (3 pages)View decision -
Decision Reference DRN-5095610
6 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5095610 The complaint Mr C and Mrs G have complained that Nationwide Building society (“Nationwide”) had created two customer profiles for Mrs G. Mrs G says that this led to her missing out on the Nationwide Fairer Share payment, it was a breach of data protection laws and has cause... (5 pages)View decision -
Decision Reference DRN-5155562
6 Dec 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5155562 The complaint Mr and Mrs B complain that Accredited Insurance (Europe) Ltd declined a claim they made under their home insurance policy. Mr B has primarily dealt with things so, for ease of reading, I’ll refer to him only. Reference to Accredited includes its agents and re... (3 pages)View decision -
Decision Reference DRN-4935058
6 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4935058 The complaint Mr B is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr B say... (4 pages)View decision -
Decision Reference DRN-5060819
6 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5060819 The complaint Miss W complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an impersonation scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well know... (3 pages)View decision -
Decision Reference DRN-4749023
6 Dec 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4749023 The complaint Mr M complains Assetz SME Capital Limited (“Assetz”) has introduced an unfair fee on his crowdfunding account. What happened In December 2022, Assetz announced that it had decided to close its retail platform and conduct a solvent run-off of its retail loan boo... (8 pages)View decision -
Decision Reference DRN-5194321
6 Dec 2024 Close Brothers Limited UpheldConsumer CreditDRN-5194321 The complaint Miss A complains that a used car she acquired through a conditional sale agreement financed by Close Brothers Limited trading as Close Brothers Motor Finance (‘Close Brothers’) is of unsatisfactory quality. What happened In February 2023 Miss A took out a cond... (5 pages)View decision -
Decision Reference DRN-5194296
6 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5194296 The complaint Mr W has complained that his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), didn’t provide him with the full refund he was due when he changed his car on his policy. What happened In January 2024 Mr W insured one of his cars with Admiral and... (3 pages)View decision -
Decision Reference DRN-5184723
6 Dec 2024 AWP P&C S.A. Not upheldInsuranceDRN-5184723 The complaint Mr and Mrs M have complained that AWP P&C S.A. declined a claim they made on a travel insurance policy attached to a bank account. They are also dissatisfied with how the complaint was dealt with. As it is Mr M leading on the complaint, I will mostly just ... (4 pages)View decision
