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 128312 results
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Decision Reference DRN-4968712
15 Aug 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4968712 The complaint Mr H complains that Aviva Life & Pensions UK Limited (‘Aviva’) has incorrectly calculated his investment policy surrender value and believes he is owed around £600 extra. What happened I issued my provisional decision of July 2024 in which I said that I was... (6 pages)View decision -
Decision Reference DRN-4968802
15 Aug 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4968802 The complaint Ms B complains that Marshmallow Insurance Limited mishandled a motor insurance policy. What happened Ms B had years of experience of driving in a Commonwealth country. On 10 December 2023, Ms B contacted Marshmallow online. She gave certain information includ... (5 pages)View decision -
Decision Reference DRN-4806662
15 Aug 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4806662 The complaint Mr and Mrs D complain about Royal & Sun Alliance Limited’s decision to decline a claim made under their home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll give only a brief summary here. Mr and Mrs D... (5 pages)View decision -
Decision Reference DRN-4740991
15 Aug 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4740991 The complaint Mr S complains that TSB Bank plc (‘TSB’) should pay more compensation than offered so far for its admitted poor service when he tried to open an account and to reflect the way it handled his complaint about what happened. What happened Mr S was unable to compl... (4 pages)View decision -
Decision Reference DRN-4769314
15 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4769314 The complaint Mr S is unhappy Revolut Ltd won’t reimburse him for the money he lost when he fell victim to a scam. What happened Mr S fell victim to a safe account scam. He received a message which appeared to be from his credit card provider – “A” – asking if he had made a... (7 pages)View decision -
Decision Reference DRN-4727444
15 Aug 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4727444 The complaint Ms S is unhappy that Starling Bank Limited won’t reimburse her after she fell victim to a scam. What happened In September 2023, Ms S received a call which included an automated message saying that she had missed an important letter from HMRC and needed to dis... (5 pages)View decision -
Decision Reference DRN-4571445
15 Aug 2024 MBNA Limited UpheldBanking and PaymentsDRN-4571445 The complaint Mr C has complained that MBNA Limited has overcharged him interest, and not fully refunded him. What happened Mr C has a credit card account with MBNA. On 23 July 2023, he contacted MBNA to query why he was being charged interest. The agent said that the purcha... (2 pages)View decision -
Decision Reference DRN-4967448
15 Aug 2024 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-4967448 The complaint Miss A and Mr H complain that AA Underwriting Insurance Company Limited (AA) have unnecessarily delayed their subsidence claim, causing further damage to the property. Reference to AA includes its agents. And I will refer mainly to Mr H throughout this complai... (4 pages)View decision -
Decision Reference DRN-4967799
15 Aug 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4967799 The complaint Mr L has complained to us about a hire agreement with Mitsubishi HC Capital UK Plc (previously known as Hitachi Capital UK Plc), trading as Novuna Personal Finance (“Novuna”). What happened In 2019 Mr L acquired a car using an agreement provided by Novuna. On 7... (4 pages)View decision -
Decision Reference DRN-4816712
15 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4816712 The complaint Ms B complains that Santander UK Plc blocked her account unnecessarily and delayed in allowing her access to it. What happened Ms B had a cash ISA with Santander. She has explained that she had agreed with a family member, who has a background in finance, that ... (2 pages)View decision