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 370149 results
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Decision Reference DRN-5067467
28 Oct 2024 Society of Lloyd's Not upheldInsuranceDRN-5067467 The complaint Mr S complains that Society of Lloyd’s (“Lloyd’s”) is responsible for mishandling a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hatchback car, first registered in 2009. Mr S acquired ... (3 pages)View decision -
Decision Reference DRN-5037707
28 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5037707 The complaint Mr K complains Revolut Ltd won’t reimburse £1,700 he lost when he fell victim to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. On 28 May 2024, while setting up an account w... (3 pages)View decision -
Decision Reference DRN-5109794
28 Oct 2024 Countrywide Principal Services Limited UpheldMortgagesDRN-5109794 The complaint Mrs B and Mr O complain that Countrywide Principal Services Limited (trading as Countrywide Mortgage Services) mis-sold a mortgage to them, leaving them financially disadvantaged by around £43,000. They also complain about how Countrywide handled their data. Wh... (4 pages)View decision -
Decision Reference DRN-5073261
28 Oct 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5073261 The complaint Mr M complains about Aviva Insurance Limited (“Aviva”) for cancelling his insurance policy when his direct debit was mistakenly cancelled. He wants Aviva to reinstate the policy and continue cover. What happened Mr M describes being vulnerable and that he is pr... (3 pages)View decision -
Decision Reference DRN-5109764
28 Oct 2024 Scottish Widows Limited UpheldInsuranceDRN-5109764 The complaint Mr G is unhappy that Scottish Widows Limited didn’t tell him that the term of his income protection policy (‘the policy’) could be extended whilst it was still active. What happened The details of this complaint are well known to both parties, so I won’t repea... (2 pages)View decision -
Decision Reference DRN-5105974
28 Oct 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-5105974 The complaint The estate of Ms E is unhappy that Legal and General Assurance Society Limited (‘L&G’) declined a claim made by Ms E on her decreasing life insurance policy which included critical illness cover (‘the policy’). What happened I issued my provisional decisio... (4 pages)View decision -
Decision Reference DRN-5050686
28 Oct 2024 Elderbridge Limited UpheldMortgagesDRN-5050686 The complaint Miss H complains about the way Elderbridge Limited has managed her mortgage and communicated with her. What happened Miss H had an interest-only mortgage with Elderbridge. It was on a variable interest rate which tracked the London Interbank Offered Rate (LIBOR... (2 pages)View decision -
Decision Reference DRN-5109606
28 Oct 2024 Bank of Scotland Plc Not upheldConsumer CreditDRN-5109606 The complaint Mr W complains Bank of Scotland plc trading as Halifax irresponsibly lent to him. What happened Mr W was approved for two Halifax personal loans, one for £10,800 in March 2012, and one for £12,280.17 in September 2013. Mr W says it was irresponsible for Halifax... (4 pages)View decision -
Decision Reference DRN-4933035
28 Oct 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4933035 The complaint Mr O complains Hargreaves Lansdown Asset Management Limited (‘HL’) failed to cancel an order to sell units in two funds causing him financial loss. What happened Mr O has a Stocks and Shares ISA and a General Investment Account with HL which he held units in t... (4 pages)View decision -
Decision Reference DRN-4787093
28 Oct 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4787093 The complaint C, a limited company, complains that Royal & Sun Alliance Insurance Limited (“RSA”) has unfairly charged two policy excesses for a subsidence claim under their buildings insurance policy. What happened The detailed background to this complaint is well know... (2 pages)View decision
