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-5081541
28 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5081541 The complaint Mr R complains about the service he’s received from UK Insurance Limited (UKI) when making a claim on his legal expenses insurance (LEI) policy. Any reference to UKI, includes the actions of its agents. What happened The circumstances of this complaint are well... (5 pages)View decision -
Decision Reference DRN-5175793
28 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5175793 The complaint Mr K complains that Revolut Ltd didn’t do enough when he fell victim to an impersonation scam. What happened In January 2023, Mr K received a phone call from someone purporting to be Revolut. They explained that several purchases had been attempted on his accou... (8 pages)View decision -
Decision Reference DRN-4896539
28 Nov 2024 Sesame Limited UpheldPensions and AnnuitiesDRN-4896539 The complaint Miss C complained Sesame Limited (Sesame) gave her unsuitable advice to invest in a Free Standing Additional Voluntary Contribution pension plan (FSAVC). She would like to be compensated for any financial loss he has suffered. Miss C is being assisted in his co... (5 pages)View decision -
Decision Reference DRN-5091498
28 Nov 2024 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5091498 The complaint Mr F complains that Kroo Bank Ltd (‘Kroo’) unfairly restricted his account and held onto funds. What happened Mr F opened a personal current account with Kroo on 4 March 2024. On 9 July 2024 Kroo reviewed Mr F’s account and placed restrictions on Mr K’s access... (3 pages)View decision -
Decision Reference DRN-5125348
28 Nov 2024 ReAssure Limited UpheldInvestmentsDRN-5125348 The complaint Mr and Mrs R complained about ReAssure Limited (ReAssure). They have said that ReAssure has delayed in paying them the surrender value when their Flexible Mortgage Plan/Mortgage Savings Plans matured. What happened Mr and Mrs R held two Flexible Mortgage Plan/M... (3 pages)View decision -
Decision Reference DRN-5140881
28 Nov 2024 West Bay Insurance Plc UpheldInsuranceDRN-5140881 The complaint Miss M complains about how West Bay Insurance Plc (West Bay) valued her vehicle following a claim made under her motor Insurance policy. References to West Bay include its agents. What happened In September 2023 a third-party collided with Miss M’s parked vehi... (4 pages)View decision -
Decision Reference DRN-5094694
28 Nov 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5094694 The complaint Mr D complains that Capital One (Europe) plc defaulted his credit card account. What happened In June 2019, Mr D took out a credit card account ending 8558 with Capital One. Mr D made regular monthly payments to his credit card until September 2020. On 28 Septe... (4 pages)View decision -
Decision Reference DRN-5168760
28 Nov 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5168760 The complaint Mr S is unhappy that The Royal Bank of Scotland Plc (“RBS”) wouldn’t let him withdraw a large sum of money from his account and with the service he received while in branch. What happened Mr S gave notice to RBS that he wanted to make a £20,000 cash withdrawal ... (2 pages)View decision -
Decision Reference DRN-5177504
28 Nov 2024 Acromas Insurance Company Limited UpheldInsuranceDRN-5177504 The complaint Mr L has complained that the offer made to him by his motor insurer, Acromas Insurance Company Limited (‘Acromas’), for the market value of his car was too low. He is also unhappy with its service. Acromas is the underwriter of this policy i.e., the insurer. D... (5 pages)View decision -
Decision Reference DRN-5177520
28 Nov 2024 Wakam Not upheldInsuranceDRN-5177520 The complaint Mr C complains that Wakam settled a third-party total loss claim against his private-hire motor insurance policy and about the amount of time it took to settle the claim. What happened Mr C has a private-hire motor insurance policy with Wakam which covers his ... (3 pages)View decision
