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 366873 results
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Decision Reference DRN-4960509
1 Oct 2024 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-4960509 The complaint Mr J complains about how eBay Commerce UK Ltd communicated with him about a credit he received. What happened Mr J sold some goods on eBay Commerce’s online marketplace and believed that they had sold for a certain amount. However, the goods had actually been s... (3 pages)View decision -
Decision Reference DRN-4800041
1 Oct 2024 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-4800041 The complaint Mr W is unhappy that The Royal London Mutual Insurance Society Limited trading as Police Mutual (‘Police Mutual’) didn’t notify him that the guaranteed investment bond (‘GIB’) he had with them had been withdrawn from the market. He is also unhappy with the perf... (3 pages)View decision -
Decision Reference DRN-4955623
1 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4955623 The complaint Ms H complains that HSBC UK Bank Plc allowed a withdrawal of £1,200 from a joint account she held with her ex-husband even though there weren’t funds available and she’d already advised HSBC that they had separated. What happened Ms H contacted HSBC on 17 Octob... (4 pages)View decision -
Decision Reference DRN-5055117
1 Oct 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5055117 The complaint Miss W has complained that Royal & Sun Alliance Insurance Limited (RSA) unfairly declined a claim on her pet insurance policy. What happened Miss W took out a pet insurance policy with RSA in November 2022. In 2023 her dog was treated by the vet for benign... (3 pages)View decision -
Decision Reference DRN-5019533
1 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5019533 The complaint Mr A complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr A opened an account with Revolut in June 2023, in the course of this scam. He has an account with another business who I’ll refer to as “S” th... (3 pages)View decision -
Decision Reference DRN-5043156
1 Oct 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5043156 The complaint Mr B has complained about the fact that Haven Insurance Company Limited cancelled his commercial vehicle insurance policy and refused to deal with his claim for damage to it on the basis he didn’t tell it his truck was modified. He’s also complained about the a... (4 pages)View decision -
Decision Reference DRN-4997950
1 Oct 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4997950 The complaint Ms A complains about Ageas Insurance Limited (“Ageas”) and how it dealt with an incident on her motor insurance policy, despite it being notification-only. Ms A complains the matter led to an increase in the premium. What happened In... (3 pages)View decision -
Decision Reference DRN-4883276
1 Oct 2024 esure Insurance Limited Not upheldInsuranceDRN-4883276 The complaint Mr C complains about how esure Insurance Limited handled his claim under his key cover insurance policy. What happened Mr C says his car key stopped working in October 2023. He made a claim for this on his motor policy with esure, which included key replacemen... (2 pages)View decision -
Decision Reference DRN-5012356
1 Oct 2024 Paragon Bank Plc UpheldBanking and PaymentsDRN-5012356 The complaint Mr K complains about delays by Paragon Bank Plc trading as Paragon when processing an application to add an additional account holder to his fixed rate bond. What happened Mr K opened a fixed rate ISA with Paragon in September 2021 that matured the following y... (3 pages)View decision -
Decision Reference DRN-4793524
1 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4793524 The complaint Mr B has complained that National Westminster Bank Plc (“NatWest”) failed to protect him from falling victim to an employment-based scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’... (4 pages)View decision
