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 374385 results
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Decision Reference DRN-5288325
25 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5288325 The complaint Mr M complains that esure Insurance Limited (“esure”) failed to repair his car fully and didn’t cover the loss in value due to it being stolen and recovered, under his motor insurance policy. What happened Mr M’s car was stolen. It was recovered a few hours lat... (3 pages)View decision -
Decision Reference DRN-5299141
25 Feb 2025 Vanguard Investments UK, Ltd UpheldInvestmentsDRN-5299141 The complaint Mr P complains that Vanguard Investments UK, Ltd (“Vanguard”) provided poor communication when transferring his stocks and shares ISA away from it. What happened Mr P held a stocks and shares ISA with Vanguard which he requested to be transferred away from it. ... (2 pages)View decision -
Decision Reference DRN-4964681
25 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-4964681 The complaint Miss S complains about a car supplied to her using a hire purchase agreement taken out with Bank of Scotland plc trading as Halifax (“Halifax”). What happened In January 2022, Miss S acquired a used car using a hire purchase agreement with Halifax. The car was... (5 pages)View decision -
Decision Reference DRN-5277283
25 Feb 2025 Avantia Insurance Limited UpheldInsuranceDRN-5277283 The complaint Mrs and Mr O complain that Avantia Insurance Limited (Avantia) unfairly declined to settle a claim on their home insurance policy. References to Mrs O or Mr O, will include the other. What happened Mr O accidently damaged his prestigious watch whilst on holid... (3 pages)View decision -
Decision Reference DRN-5339171
25 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5339171 The complaint L, a limited company, complains U K Insurance Limited’s handling of a motor insurance incident led it to having a CCJ registered against it. L is being represented in bringing this complaint by its director, Mr H. I’ve referred to both L and Mr H at points in t... (3 pages)View decision -
Decision Reference DRN-5289999
25 Feb 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5289999 The complaint Ms B’s complaint is about a buy-to-let (BTL) mortgage she holds with Clydesdale Bank Plc trading as Virgin Money (referred to here as VM). Ms B says that in 2022 VM told her she could live in the property, but in 2024 said there was no consent for this. What ... (3 pages)View decision -
Decision Reference DRN-5353817
25 Feb 2025 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-5353817 The complaint Mrs L is unhappy with the repairs China Taiping Insurance (UK) Co Ltd (China Taiping) completed on her home after she made a claim under her building’s insurance policy. Any references to China Taiping also include its agents. What happened Mrs L’s home was b... (6 pages)View decision -
Decision Reference DRN-5252844
25 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5252844 The complaint Mr R has complained Metro Bank PLC lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr R opened an account with Metro in August 20217. In October 2023 Mr R was asked to explain two credits of £700 and £800 that had... (2 pages)View decision -
Decision Reference DRN-5184933
25 Feb 2025 RBS Collective Investment Funds Limited UpheldInvestmentsDRN-5184933 The complaint Ms P complains RBS Collective Investment Funds Limited (‘RCIF’) caused her financial loss by delaying a withdrawal from her stocks and shares ISA. What happened Ms P has a stocks and shares ISA with RCIF which she says was opened in 2009. She called RCIF on 15... (4 pages)View decision -
Decision Reference DRN-4801217
25 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4801217 The complaint Mr B complains that Revolut Ltd has allowed payments to be made from his account without his knowledge or permission and won’t refund his losses. What happened After falling victim to a scam in 2022, chargebacks were raised and were successful. Funds of around ... (3 pages)View decision
