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 125363 results
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Decision Reference DRN-5130693
8 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5130693 The complaint Mr G has complained about his let property insurer U K Insurance Limited (UKI) – he feels it misled him regarding detail about a claim recorded on his policy. He feels this has caused him a financial loss. What happened Mr G called UKI about a leak his tenant ... (4 pages)View decision -
Decision Reference DRN-5015349
8 Nov 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5015349 The complaint Miss P complains about what happened after Lloyds Bank PLC marked her account as dormant. What happened Miss P had an account with Lloyds which she opened in 1992. In 2010, the account became dormant. Miss P first complained about this in 2019. She didn’t refer... (3 pages)View decision -
Decision Reference DRN-5133165
8 Nov 2024 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5133165 The complaint Mr A complains about the repairs that Mulsanne Insurance Company Limited made to his car following a claim made on his motor insurance policy. He wants it to pay him compensation and repair his car at his garage of choice. What happened Mr A’s car was damaged i... (3 pages)View decision -
Decision Reference DRN-4587871
8 Nov 2024 MotoNovo Finance Limited UpheldConsumer CreditDRN-4587871 The complaint Mr S complains that he was mis-sold a used car by MotoNovo Finance Limited because it had misrepresented the car’s service history. What happened On 30 December 2022 Mr S entered into a five-year regulated hire purchase agreement with MotoNovo in relation to a ... (5 pages)View decision -
Decision Reference DRN-5135571
8 Nov 2024 HSBC Life (UK) Limited UpheldInsuranceDRN-5135571 The complaint Mrs T (as trustee of the T Trust) is unhappy that HSBC Life (UK) Limited gave her incorrect information when she was trying to amend the trust attached to her life insurance policy (to update the beneficiaries). She’s also unhappy that there were delays sending... (2 pages)View decision -
Decision Reference DRN-5027611
8 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5027611 The complaint Mr D complains that National Westminster Bank Plc delayed a pension payment for him and Mrs D (complaint dealt with under separate reference) and the result of this was the loss of pension tax relief. Mr D says this will not be able to be reclaimed at a later d... (5 pages)View decision -
Decision Reference DRN-5027619
8 Nov 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5027619 The complaint Mrs D complains that National Westminster Bank Plc delayed a pension payment for her and Mr D (complaint dealt with under separate reference) and the result of this was the loss of pension tax relief. Mrs D says this will not be able to be reclaimed at a later ... (5 pages)View decision -
Decision Reference DRN-5073794
8 Nov 2024 Santander UK Plc UpheldInvestmentsDRN-5073794 The complaint Mr E has complained that Santander UK Plc (Santander) mis-sold him an investment. In particular, he says that he wasn’t aware of the level of risk the fund posed. What happened Following a meeting with a Santander adviser in August 2010, Mr E invested a total o... (4 pages)View decision -
Decision Reference DRN-4300136
8 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4300136 The complaint Miss C complains Revolut Ltd (“Revolut”) hasn’t refunded her the money she lost when she fell victim to an impersonation scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some ... (8 pages)View decision -
Decision Reference DRN-5028063
8 Nov 2024 Premier Insurance Company Limited UpheldInsuranceDRN-5028063 The complaint Mrs B has complained about Premier Insurance Company Limited. She isn’t happy that it avoided her policy and declined her claim under her motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as... (9 pages)View decision
