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 371632 results
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Decision Reference DRN-5183777
4 Dec 2024 West Bay Insurance Plc Not upheldInsuranceDRN-5183777 The complaint Mr B complains that West Bay Insurance Plc is responsible for mishandling his claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, first registered in 2016. By about April 202... (5 pages)View decision -
Decision Reference DRN-4443334
4 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4443334 The complaint Mr M 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 M say... (10 pages)View decision -
Decision Reference DRN-5119125
4 Dec 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-5119125 The complaint The estate complains that National Savings and Investments (NS&I) didn’t adequately explain wording on its website after it requested the estate provide a Grant of Probate in order to be paid the value of the bonds. What happened The late Mrs A held premium... (3 pages)View decision -
Decision Reference DRN-5182458
4 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5182458 The complaint Miss D and Mr S have complained that Admiral Insurance (Gibraltar) Limited (‘Admiral’) avoided their policy and refused to pay their claim under their home contents policy. As Miss D mainly seemed to deal with the complaint, for ease, I will normally only refe... (4 pages)View decision -
Decision Reference DRN-5174747
4 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5174747 The complaint R, a partnership, complains about the service it received from Lloyds Bank PLC. R has been represented in this complaint by one of the partners, Mr R. What happened R is a family business of long standing. In 2016 Lloyds transferred R’s accounts to its business... (4 pages)View decision -
Decision Reference DRN-4953165
4 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4953165 The complaint Mr B complains about how Liverpool Victoria Insurance Company Limited (‘LV’) dealt with a claim he made under his buildings insurance policy. Much of Mr B’s dissatisfaction relates to the actions of LV’s agents. As LV accept they are responsible for the actions... (5 pages)View decision -
Decision Reference DRN-5099861
4 Dec 2024 Aviva Insurance Limited UpheldInsuranceDRN-5099861 The complaint Mr M complains about Aviva Insurance Limited’s handling of a claim he made under his motor insurance policy. What happened Mr M was involved in a road traffic accident in August 2023, so he reported the claim to Aviva. They accepted the claim but after conside... (3 pages)View decision -
Decision Reference DRN-4874153
4 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4874153 The complaint R, a company, complains that Lloyds Bank PLC acted unfairly when it changed its account to a different type. R has been represented in this complaint by its director, Mr D. What happened R had an undesignated client account with Lloyds. In March 2022 Lloyds wro... (3 pages)View decision -
Decision Reference DRN-5188668
4 Dec 2024 Mortgage Agency Services Number Two Limited Not upheldMortgagesDRN-5188668 The complaint Mr J complains that Mortgage Agency Services Number Two Limited (MAS 2) overcharged him interest on his buy-to-let mortgages. What happened Mr J has had three buy-to-let mortgages with MAS 2 and had taken further advances on each of those mortgages. The main mo... (3 pages)View decision -
Decision Reference DRN-5102363
4 Dec 2024 The Mortgage Exchange Ltd Not upheldMortgagesDRN-5102363 The complaint Ms T complains about the amount of time it took for a secured second charge loan arranged by The Mortgage Exchange Ltd (TME) to complete. What happened Ms T spoke with TME on 6 March 2024. She wanted to consolidate some existing unsecured debt by way of a secur... (3 pages)View decision
