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 369227 results
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Decision Reference DRN-5206753
12 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5206753 The complaint Mr C complains that Liverpool Victoria Insurance Company Limited (‘LV’) unfairly declined a claim and cancelled his motor insurance policy. What happened Mr C had an LV car insurance policy, taken out sometime before August 2022. He bought a new car and, soon a... (5 pages)View decision -
Decision Reference DRN-5086948
12 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5086948 The complaint Mr H complains about how Liverpool Victoria Insurance Company Limited (“LV”) handled a claim made on his car insurance policy. LV are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the actions of ... (4 pages)View decision -
Decision Reference DRN-5072392
12 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5072392 The complaint Ms S complains that Advantage Insurance Company Limited (“Advantage”) auto-renewed her motor insurance policy without authorisation, unfairly increased her premium, and charged a cancellation fee. What happened Ms S says her premium increased from £65.73 to £21... (3 pages)View decision -
Decision Reference DRN-4995233
12 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4995233 The complaint Mr H is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr H says... (10 pages)View decision -
Decision Reference DRN-4979914
12 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4979914 The complaint Mr W complains that Monzo Bank Ltd (“Monzo”) have incorrectly recorded adverse data on his credit file. What happened Following a dispute with Monzo, Mr W switched his current account. He had an outstanding overdraft on the Monzo account. Mr W said he asked Mo... (3 pages)View decision -
Decision Reference DRN-5120193
12 Dec 2024 Northern Bank Limited Not upheldBanking and PaymentsDRN-5120193 The complaint Ms B has complained that Northern Bank Limited (trading as “Danske Bank”) failed to protect her from falling victim to a “safe account” scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But... (4 pages)View decision -
Decision Reference DRN-5185720
12 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5185720 The complaint Mrs H complains Royal & Sun Alliance Insurance Limited (“RSA”) has unfairly declined a claim she made on a pet insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll pr... (3 pages)View decision -
Decision Reference DRN-5151284
12 Dec 2024 Quidie Limited UpheldConsumer CreditDRN-5151284 Complaint Mr P is unhappy that Quidie Limited allowed someone to take out a loan in his name. Background In September 2018, Mr P became the victim of fraud. A third party managed to take control of his bank account and, amongst other actions, applied for a £200 loan with Qui... (2 pages)View decision -
Decision Reference DRN-5172974
12 Dec 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5172974 The complaint Ms O complains about the quality of a car she has been financing through an agreement with Santander Consumer (UK) Plc (Santander). Ms O has been represented throughout this complaint. As the account is in her name, I will only refer to Ms O in this decision. I... (3 pages)View decision -
Decision Reference DRN-5129680
12 Dec 2024 HDI Global Specialty SE UpheldInsuranceDRN-5129680 The complaint Mrs W complains that HDI Global Specialty SE (HDI) incorrectly recorded her claim as subsidence on her home insurance policy. What happened In August 2023, Mrs W made a claim on her home insurance policy following some cracks appearing in the external render o... (3 pages)View decision
