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 4282 results
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Decision Reference DRN-4101674
14 Jun 2023 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4101674 The complaint Mr W has complained about the cancellation by Royal & Sun Alliance Insurance Limited (‘RSA’) of his home insurance policy. For the avoidance of doubt, the term RSA includes its agents and representatives in this decision letter. What happened Mr W initially ma... (5 pages)View decision -
Decision Reference DRN-3806301
2 Mar 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-3806301 The complaint T complain that Revolut Ltd failed to refund transactions they didn’t recognise. What happened T are represented by Mr V. As he was the one who was involved with the disputed transactions, I’ll refer to him where it’s appropriate throughout this complaint. Mr V ha... (6 pages)View decision -
Decision Reference DRN-2240455
16 Feb 2021 Bank of Scotland Plc UpheldBanking and PaymentsDRN-2240455 The complaint Mr J complains that Bank of Scotland plc (trading as Halifax) won’t refund £24,975 he lost when he was the victim of a scam What happened What Mr J says Mr J says he was cold called by what he thought was an investment company I’ll call company A and pressured in ... (6 pages)View decision -
Decision Reference DRN-4227490
20 Jul 2023 Financial Administration Services Limited UpheldInvestmentsDRN-4227490 The complaint Mr D complained that Financial Administration Services Limited trading as Fidelity International (‘Fidelity’): failed to follow his instructions to invest £19,000 into an ISA, split between four funds and wrongly charged him fees when the money was in a cash acc... (7 pages)View decision -
Decision Reference DRN-2588244
15 Feb 2021 Novaloans Ltd UpheldConsumer CreditDRN-2588244 The complaint Mr Z complains that Novaloans Limited, trading as Cash4UNow, (“NL”), wrongly applied a default to his credit file. It hadn’t given him prior notice and it then took eight months for the notice to be removed. As a result of the default, he has suffered loss and is ... (6 pages)View decision -
Decision Reference DRN-3376935
22 Apr 2022 esure Insurance Limited UpheldInsuranceDRN-3376935 The complaint Mr O complains about esure Insurance Limited’s handling of a claim under his car insurance policy. What happened Mr O’s car was damaged by a third party. He made a claim to esure and was provided with a hire car. esure decided Mr O’s car was a write-off and confir... (6 pages)View decision -
Decision Reference DRN-4384729
5 Oct 2023 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4384729 The complaint Mr W complained because Bank of Scotland plc, trading as Halifax, allowed a fraudulent transaction to debit his account. What happened On 23 September 2022. Mr W paid £8,044.34 to his Halifax credit card. At the time of his 9 November statement, Mr W’s current bal... (6 pages)View decision -
Decision Reference DRN-4030292
17 Mar 2023 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-4030292 The complaint Mr K is unhappy with how MI Vehicle Finance Limited (MI) have handled a hire purchase agreement and a personal contract purchase (PCP) agreement that he took out with them. What happened Mr K says he took out the following two finance agreements to use the cars fo... (6 pages)View decision -
Decision Reference DRN-4617828
13 Feb 2024 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-4617828 The complaint Miss G has complained that Red Sands Insurance Company (Europe) Limited unreasonably refused to pay her claim under her pet policy for her dog. She’s also complained about how her complaint was handled plus the imposition of an exclusion on her policy. What happen... (7 pages)View decision -
Decision Reference DRN-3764942
27 Jan 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3764942 The complaint Mr S is unhappy that Lloyds Bank PLC won’t refund money he lost as a result of a scam. What happened Mr S was searching for an investment opportunity online. He says that he left his details on the website of a well-known price comparison company and subsequently ... (6 pages)View decision
