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 361839 results
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Decision Reference DRN-5008909
10 Dec 2024 Gresham Insurance Company Limited Not upheldInsuranceDRN-5008909 The complaint Mr A has complained that Gresham Insurance Company Limited trading as Aviva has not settled his claim for storm damage made in January 2024. What happened In July 2023 and in November 2023 Mr A notified Aviva of damage he said had been caused to his roof by st... (3 pages)View decision -
Decision Reference DRN-5123191
10 Dec 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5123191 The complaint Mr S complains that The Co-operative Bank Plc (“CB”) isn’t allocating his payment to his credit card account quickly enough resulting in him paying more interest. What happened Mr S holds a credit card with CB. He’s unhappy that payments made from his current a... (2 pages)View decision -
Decision Reference DRN-5083880
10 Dec 2024 The Prudential Assurance Company Limited Not upheldInsuranceDRN-5083880 The complaint Ms D and Mr W are unhappy that The Prudential Assurance Company Limited (Prudential) declined their income protection claim. They’re also unhappy with the service they’ve received from Prudential. What happened Ms D and Mr W took out an income protection policy... (5 pages)View decision -
Decision Reference DRN-5199436
10 Dec 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5199436 The complaint Mr J complains that Accredited Insurance (Europe) Ltd has treated him unfairly when settling a claim made on his commercial vehicle insurance. What happened Mr J made a claim on his policy following an accident in October 2023. When the claim was settled, Accre... (6 pages)View decision -
Decision Reference DRN-5001874
10 Dec 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5001874 The complaint Miss P complains that the car she acquired from Startline Motor Finance Limited was faulty at the point of sale. To put things right, Miss P would like to end the agreement for the finance of the car, and she’d like Startline to refund the financial losses she’... (4 pages)View decision -
Decision Reference DRN-4882137
10 Dec 2024 TMS Capital Limited UpheldInvestmentsDRN-4882137 The complaint Mr A complains that TMS Capital Limited (TMS) didn’t apply stop-loss orders to limit his losses while trading derivatives on his behalf. He says that caused him a financial loss and he wants to be reimbursed. What happened On 25 April 2014 Mr A signed an invest... (8 pages)View decision -
Decision Reference DRN-5156376
10 Dec 2024 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-5156376 The complaint Mr M says Bank of Ireland (UK) Plc (BOI) irresponsibly lent to him. What happened BOI agreed a loan for Mr M on 14 May 2023. The loan was for £20,000 to be repaid in monthly instalments of £648.22 over 42 months, and the total amount owed was £27,252.24. Mr M ... (3 pages)View decision -
Decision Reference DRN-5194571
10 Dec 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5194571 The complaint Mrs W’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (6 pages)View decision -
Decision Reference DRN-5199981
10 Dec 2024 Inter Partner Assistance SA Not upheldInsuranceDRN-5199981 The complaint Mr and Mrs S have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. As Mr S is leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr S took out the policy i... (2 pages)View decision -
Decision Reference DRN-4430819
10 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4430819 The complaint Mr I is unhappy Revolut won’t refund the money he lost to a fake job scam. What happened Mr I was contacted over a popular instant messaging application by someone claiming to represent a recruitment firm. This person claimed to have jobs available with part-ti... (5 pages)View decision
