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 121876 results
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Decision Reference DRN-5288016
27 Jan 2025 Brightside Insurance Services Limited UpheldInsuranceDRN-5288016 The complaint Mr B and Mrs B complain about Brightside Insurance Services Limited (“BISL”) and the way their home insurance premium renewal, and cancellation, was handled. Mr B has acted as the main representative during the claim and complaint process. So, for ease of refer... (4 pages)View decision -
Decision Reference DRN-5287988
27 Jan 2025 QIC Europe Ltd UpheldInsuranceDRN-5287988 The complaint Miss M complained about the poor way in which QIC Europe Ltd managed her home insurance claim and the delays it caused. She didn’t think the settlement offer for her claim was fair. What happened Following a burst pipe in her home, QIC accepted Miss M’s claim t... (4 pages)View decision -
Decision Reference DRN-5276822
27 Jan 2025 Motors Insurance Company Limited UpheldInsuranceDRN-5276822 The complaint Mr T complains that Motors Insurance Company Limited trading as Car Care Plan Insurance (“Car Care Plan”) declined part of his claim under his car warranty insurance policy. What happened Mr T had a warranty insurance policy with Car Care Plan covering his car.... (3 pages)View decision -
Decision Reference DRN-5217216
27 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5217216 The complaint Mrs K has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. They also closed her account. What happened In August 2023 Lloyds blocked Mrs K’s account. They believed she was potentially a beneficiary of ... (3 pages)View decision -
Decision Reference DRN-5287849
27 Jan 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5287849 The complaint Miss M is unhappy with the service that she received from Westerby Trustee Services Limited (Westerby) when it accepted her application to open a self-invested personal pension (SIPP) with them. What happened Westerby has been represented by solicitors for per... (41 pages)View decision -
Decision Reference DRN-5287911
27 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5287911 The complaint Mr R complained about the poor service he received and delays to his claim following damage to his property. He was covered by Accredited Insurance (Europe) Ltd (“AI”) under a home insurance policy. What happened Mr R made a claim on 20 March when a third-part... (3 pages)View decision -
Decision Reference DRN-5070353
27 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5070353 The complaint Mr H complains that the car he acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened In September 2023 Mr H acquired a used car financed by a conditional sale agreement with Santand... (4 pages)View decision -
Decision Reference DRN-5287420
27 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5287420 The complaint Mr B complains that Revolut Ltd hasn’t protected him from losing money to an investment 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 B has explained that in February... (9 pages)View decision -
Decision Reference DRN-5160368
27 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5160368 The complaint Mr P complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” from around 2018 onwards, Mr P made further investm... (7 pages)View decision -
Decision Reference DRN-5195458
27 Jan 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5195458 The complaint Mr E has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In October 2023 Mr E opened an account with Kroo. In February 2024 he was told by Kroo that they had restricted his use of the acco... (3 pages)View decision
