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-5075845
6 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5075845 The complaint Mrs M complains about Admiral Insurance (Gibraltar) Limited’s settlement of her car insurance claim. What happened Mrs M had a car insurance policy with Admiral. In May 2024, her car was stolen and she made a claim. Admiral first offered a settlement based on a... (3 pages)View decision -
Decision Reference DRN-4841478
6 Dec 2024 Computershare Investor Services Plc Not upheldInvestmentsDRN-4841478 The complaint Mr W complained about Computershare Investor Services Plc (Computershare). He said it misinformed him about what to do with options he held in a save as you earn (SAYE) share save scheme. Mr W said Computershare made mistakes and because of this he incurred a ... (5 pages)View decision -
Decision Reference DRN-5193455
6 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5193455 The complaint Mr S has complained about Aviva Insurance Limited’s decision to decline a claim he made for water damage to his home under his home buildings insurance policy. Mr S was also unhappy with the lack of communication and attention from Aviva. All reference to the i... (3 pages)View decision -
Decision Reference DRN-4749862
6 Dec 2024 Assetz SME Capital Limited Not upheldInvestmentsDRN-4749862 The complaint Mr W complains about the way Assetz SME Capital Limited (“Assetz”) has used its terms and conditions to introduce a fee on his peer-to-peer (P2P) lending account. He says the changes are to his detriment and caused him to lose interest payments. What happened ... (9 pages)View decision -
Decision Reference DRN-5056836
6 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5056836 The complaint D complains Bank of Scotland Plc provided incorrect information and a poor service when he asked it to supply a letter. D is represented by Mr P, a director. What happened The facts of the complaint are well known to both parties, so I will only provide a sum... (4 pages)View decision -
Decision Reference DRN-5152808
6 Dec 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-5152808 The complaint Mrs C says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to her. Mrs C brought her complaint through a representative, for ease of reading I will refer solely to Mrs C in this decision. What happened Mrs C took out two instalment loans fro... (3 pages)View decision -
Decision Reference DRN-5145293
6 Dec 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5145293 The complaint Ms C’s complaint is about how Kensington Mortgage Company Limited trading as Acenden has administered her mortgage. She’s said: she feels Acenden’s correspondence was aggressive; Acenden was threatening to repossess her home; and She doesn’t believe the b... (3 pages)View decision -
Decision Reference DRN-5192802
6 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5192802 The complaint Mr F is unhappy that Revolut Ltd (“Revolut”) won’t refund him the money he lost as a result of a cryptocurrency scam. What happened Mr F told us that in September 2022 he was looking at a website and he saw an advert for an investment opportunity and clicked o... (10 pages)View decision -
Decision Reference DRN-5096228
6 Dec 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5096228 The complaint Mr and Mrs B complain about the way Aviva Life & Pensions UK Limited handled their request to surrender two whole of life policies. They say delays in the surrender caused them a loss. What happened On 23 November 2023, Mr and Mrs B made a request to Aviva... (3 pages)View decision -
Decision Reference DRN-5143414
6 Dec 2024 Pepper (UK) Limited Not upheldMortgagesDRN-5143414 The complaint Miss R’s complaint concerns a buy-to-let mortgage she has with Pepper (UK) Limited trading as Engage Credit. She is concerned that Engage didn’t properly check the affordability of the arrears being capitalised, especially when the mortgage would move to a vari... (3 pages)View decision
