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
-
Decision Reference DRN-5056137
30 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5056137 The complaint Mrs R complains that Liverpool Victoria Insurance Company Limited (LV) has failed to fairly settle a claim made on her landlord’s insurance policy. What happened Mrs R’s property was damaged following an escape of water and LV and its appointed contractors unde... (4 pages)View decision -
Decision Reference DRN-4812487
30 Oct 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4812487 The complaint Miss C complains that Volkswagen Financial Services (UK) Limited (“VWFS”) lent to her irresponsibly and without carrying out proper affordability checks. What happened In September 2017 VWFS granted Miss C a hire purchase (HP) agreement which was scheduled to b... (4 pages)View decision -
Decision Reference DRN-5114514
30 Oct 2024 Leeds Building Society UpheldMortgagesDRN-5114514 The complaint Mr P complains that Leeds Building Society failed to tell him that it postponed a court date relating to his mortgage and that it’s been inconsistent with what it considers to be confidential information. What happened The evidence available indicates that Mr ... (5 pages)View decision -
Decision Reference DRN-5105910
30 Oct 2024 Haven Insurance Company Limited Not upheldInsuranceDRN-5105910 The complaint Mr I complains that Haven Insurance Company Limited (Haven) unfairly recorded a fault claim against him after he was involved in a collision with a third party. What happened Mr I held a motor insurance policy with Haven. He was involved in a collision with a t... (3 pages)View decision -
Decision Reference DRN-4580084
30 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4580084 The complaint Ms B complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Ms B is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties and has bee... (4 pages)View decision -
Decision Reference DRN-5113934
30 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5113934 The complaint Miss R is unhappy that Revolut Ltd (“Revolut”) won’t refund the money she lost as part of an HMRC impersonation scam. What happened Miss R says she was contacted by someone using a spoofed number claiming to be from HMRC. She says she was then transferred to a... (9 pages)View decision -
Decision Reference DRN-5089649
30 Oct 2024 MetLife Europe d.a.c. Not upheldInsuranceDRN-5089649 The complaint Mr P complains that MetLife Europe d.a.c has turned down an incapacity claim he made on a group income protection policy. What happened The background to this complaint is well-known to both parties. So I haven’t set it out in detail here. Instead, I’ve set out... (5 pages)View decision -
Decision Reference DRN-4732101
30 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4732101 The complaint Miss H complains Starling Bank Limited (“Starling”) refuses to refund her for a transaction on her account she says she didn’t authorise. What happened Miss H says on 4 November 2023 she received a notification on her phone to approve or reject a payment from h... (2 pages)View decision -
Decision Reference DRN-5112425
30 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5112425 The complaint Mr B complains that Vanquis Bank Limited irresponsibly lent to him. Mr B is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr B himself. What happen... (4 pages)View decision -
Decision Reference DRN-4899516
30 Oct 2024 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-4899516 The complaint Miss C complains about the service she received from PrePay Technologies Ltd (PrePay). What happened Miss C had a prepaid travel money card issued by PrePay. While abroad in January 2024. Miss C found she couldn’t top the card up and says that this ruined her h... (3 pages)View decision
