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 367928 results
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Decision Reference DRN-5115269
30 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5115269 The complaint X complains that Revolut Ltd hasn’t protected it from losing money sent to one of Revolut’s customers as the result of a scam. What happened On 15 October 2024 I issued my second provisional decision on this complaint. I wanted to give the parties a final chan... (5 pages)View decision -
Decision Reference DRN-5008833
30 Oct 2024 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-5008833 The complaint Mr S complains that eBay Commerce UK Ltd is holding him liable for the amount of a transaction it reversed after a buyer made a successful claim against him as a seller. What happened I recently issued my provisional conclusions setting out the events leading ... (11 pages)View decision -
Decision Reference DRN-5053157
30 Oct 2024 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5053157 The complaint Mr and Mrs V and Mrs W have complained – in their capacity as trustees of the V Trust – that Legal and General Assurance Society Limited (“L&G”) acted unfairly when they declined Mr V’s critical illness claim and cancelled Mr and Mrs V’s policy. What happen... (3 pages)View decision -
Decision Reference DRN-4939826
30 Oct 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-4939826 The complaint Miss H and Mr O are unhappy with Accredited Insurance (Europe) Ltd (Accredited) because it hasn’t settled outstanding items under their home contents policy. Any reference to Accredited includes all its agents. What happened Miss H and Mr O took out a home insu... (5 pages)View decision -
Decision Reference DRN-5050448
30 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5050448 The complaint Mr B complains about how AXA Insurance UK Plc dealt with a claim against his motor insurance policy. Reference to AXA includes its agents. What happened In summary, Mr B has a motor insurance policy underwritten by AXA. His car was damaged and he made a claim ... (3 pages)View decision -
Decision Reference DRN-4661357
30 Oct 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4661357 The complaint Mr P complains that the car he acquired financed through a Conditional Sale Agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened Mr P acquired a new car financed through a Conditional Sale Agreement he signed in September 202... (3 pages)View decision -
Decision Reference DRN-5011923
30 Oct 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5011923 The complaint Ms O has complained about the service she received from AA Underwriting Insurance Company Limited (AAUIC) after making a claim under her home insurance policy. What happened Ms O contacted AAUIC to make a claim after she noticed water was getting into her prope... (2 pages)View decision -
Decision Reference DRN-5061333
30 Oct 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5061333 The complaint Mr S is unhappy Liverpool Victoria Insurance Company Limited (LV) have avoided his motor insurance policy and declined his claim. What happened In January 2024 Mr S was unfortunately involved in a car accident which he reported to his insurer LV. Whilst dealing... (3 pages)View decision -
Decision Reference DRN-4632636
30 Oct 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4632636 The complaint Miss P complains that Sainsbury’s Bank Plc (“Sainsbury’s”) hasn’t refunded her money she paid for a holiday cottage rental. What happened In August 2023, Miss P used her Sainsbury’s credit card to pay £721 to a marketplace type website for the rental of a cotta... (4 pages)View decision -
Decision Reference DRN-5066823
30 Oct 2024 Hastings Insurance Services Limited Not upheldInsuranceDRN-5066823 The complaint Mr D complains that Hastings Insurance Services Limited (“Hastings”) mishandled his motor insurance policy. What happened In 2022, Mr D got a new car. For the year from late January 2024, Mr D had an insurance policy to cover his car through Hastings (an insu... (3 pages)View decision
