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-5132998
29 Nov 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5132998 The complaint Mr L complains that Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim on his pet insurance policy. What happened Mr L took out a pet insurance policy for his dog in February 2021. He renewed the policy each year until 2024 and each year, the p... (2 pages)View decision -
Decision Reference DRN-5128631
29 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5128631 The complaint Mr and Mrs S are unhappy with what Royal & Sun Alliance Insurance Limited did after they claimed on their legal expenses insurance policy. All references to RSA include its agents and claims handlers. Although the policy is in joint names, as the complaint ... (3 pages)View decision -
Decision Reference DRN-4538043
29 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4538043 The complaint Mrs T and X complain that Barclays Bank UK PLC did not reimburse them the money they tranferred to a fraudster after they paid in fraudulent foreign cheque. X adds Barclays did not give him enough information when he deposited the cheque into his account. To ... (6 pages)View decision -
Decision Reference DRN-5023424
29 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5023424 The complaint Mr T complains that Revolut Ltd won’t refund £9,887 he lost to a task-based job scam. Mr T is being supported in his complaint by a representative – but for ease, I’ll refer to Mr T throughout this decision. The details of this complaint are well known to both ... (4 pages)View decision -
Decision Reference DRN-4977622
29 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4977622 The complaint Mr K complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instead, I’ll summarise what happen... (6 pages)View decision -
Decision Reference DRN-5117454
29 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5117454 The complaint Mrs P and Mr W complain about how esure Insurance Limited trading as Sheilas’ Wheels (esure) handled a claim under their home insurance policy for damage to their property from an escape of water. References to esure include their agents who administer the pol... (5 pages)View decision -
Decision Reference DRN-5178665
29 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5178665 The complaint Mr A complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr A has explained that on 13 July 2023 he made... (4 pages)View decision -
Decision Reference DRN-5152320
29 Nov 2024 Bank of Scotland Plc UpheldMortgagesDRN-5152320 The complaint Ms Y complains that Bank of Scotland plc: Lent to her irresponsibly when it gave her a mortgage and further advances. Has not treated her fairly when the term of her mortgage ended. What happened In 1998, Ms Y took out an interest only mortgage with Bank o... (10 pages)View decision -
Decision Reference DRN-5166321
29 Nov 2024 Elderbridge Limited UpheldMortgagesDRN-5166321 The complaint Mr and Mrs W complain about how their second charge mortgage (secured loan) lender Elderbridge Limited has treated them. They say they had understood they were about to repay the loan in full, but Elderbridge then told them they owed another £63,000. What happe... (5 pages)View decision -
Decision Reference DRN-4997530
29 Nov 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4997530 The complaint Mr C complains that Starling Bank Limited (“Starling”) failed to refund a failed cash machine transaction. What happened Mr C explained that he tried to withdraw £10 from an automated teller machine (ATM). Mr C went on to say the ATM was poorly lit and when the... (2 pages)View decision
