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 365360 results
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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 -
Decision Reference DRN-5083203
7 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5083203 The complaint Mr R complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of th... (3 pages)View decision -
Decision Reference DRN-3452679
7 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3452679 The complaint Mr B has complained, via his representatives, about a transfer of his Royal London Mutual Insurance Society Limited personal pensions to a Qualifying Recognised Overseas Pension Scheme (QROPS) in September 2014. Mr B’s QROPS was partially used to invest in comm... (12 pages)View decision -
Decision Reference DRN-5244325
7 Feb 2025 Kensington Mortgage Company Limited UpheldMortgagesDRN-5244325 The complaint Mr G and Miss W’s complaint is about a second charge mortgage that Kensington Mortgage Company trading as Acenden administers on behalf of the lender. They don’t feel that they were provided with the help they needed and asked for when they were in financial di... (4 pages)View decision
