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-5039109
5 Dec 2024 Ageas Insurance Limited Not upheldInsuranceDRN-5039109 The complaint Mrs D and Mr D have complained that Ageas Insurance Limited unfairly declined part of a claim under their home insurance policy for storm damage. What happened Mrs D and Mr D made a claim to Ageas for storm damage after three tiles slipped from the roof at the... (2 pages)View decision -
Decision Reference DRN-5085964
5 Dec 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5085964 The complaint Ms D is unhappy J.P. Morgan Europe Limited (trading as Chase) won’t refund the money she lost to a scam. What happened In 2022 Ms D fell victim to a cryptocurrency scam. She’d seen an advert for the investment online – and had recently seen information in the ... (5 pages)View decision -
Decision Reference DRN-5010775
5 Dec 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5010775 The complaint Mr and Mrs W complains that The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) has unfairly declined a theft claim under their home and lifestyle insurance policy. Any reference to Mr and Mrs W or NFU includes respective agents or representati... (7 pages)View decision -
Decision Reference DRN-5140430
5 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5140430 The complaint Miss S complains about the level of service provided by esure Insurance Limited after she made a claim on her motor insurance policy. She wants it to reimburse her costs for recovering and repairing her car and compensate her for its delays. What happened Miss... (2 pages)View decision -
Decision Reference DRN-5188039
5 Dec 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5188039 The complaint Mr K has complained about the way Ikano Bank AB (publ) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”)... (4 pages)View decision -
Decision Reference DRN-4973422
5 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4973422 The complaint Ms M is unhappy that Bank of Scotland plc (Bank of Scotland) reduced her Bonus Saver interest rate and complains she was given poor customer service when she attempted to discuss it. What happened In May 2024, Ms M received a letter stating that her 12-month fi... (2 pages)View decision -
Decision Reference DRN-5155545
5 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5155545 The complaint Mr B complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application. What happened Mr B applied for a credit card with Vanquis in January 2020. In his application, Mr B said he was employed with an income of £40,234 a year.... (2 pages)View decision -
Decision Reference DRN-5136859
5 Dec 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-5136859 The complaint Mr N complains that National Westminster Bank Plc (“NWB”) charged him a part payment interest charge when he repaid part of a personal loan. What happened On 5 July 2024 Mr N took out a personal loan of £15,000 with NWB. Within the 14-day cooling off period Mr ... (2 pages)View decision -
Decision Reference DRN-4515007
5 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4515007 Complaint Ms R is unhappy that Revolut Ltd didn’t reimburse her after she fell victim to a scam. Background In June 2023, Ms R fell victim to a scam. She was contacted on a messaging app by someone who claimed to be a recruitment consultant. They asked if she was looking for... (7 pages)View decision -
Decision Reference DRN-5122954
5 Dec 2024 The Royal London Mutual Insurance Society Limited UpheldPensions and AnnuitiesDRN-5122954 The complaint Mr M complains that The Royal London Mutual Insurance Society Limited (Royal London) made errors and caused avoidable delays to his annuity purchase. As a result, he thinks he’s now receiving a lower annuity than he should be. What happened Mr M had two pension... (8 pages)View decision
