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 360982 results
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Decision Reference DRN-4790244
13 May 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4790244 The complaint P, a limited company, complain that National Westminster Bank Plc unreasonably closed their accounts and withheld the funds in them. They’d like to be compensated. What happened P held accounts with NatWest. But in September 2022 the director of P found that he co... (5 pages)View decision -
Decision Reference DRN-4793268
13 May 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4793268 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a commercial vehicle insurance policy. What happened The subject matter of the claim and the complaint is a van, first registered in 2019 with a “69” registration plate. Mr C’s compa... (6 pages)View decision -
Decision Reference DRN-4724019
13 May 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4724019 The complaint Mr T complains about Royal & Sun Alliance Insurance Company (RSA) declining a claim under his home insurance policy for damage to a kitchen unit. Any reference to RSA in this decision includes their agents. What happened In September 2023 Mr T contacted RSA to... (3 pages)View decision -
Decision Reference DRN-4794902
13 May 2024 U K Insurance Limited UpheldInsuranceDRN-4794902 The complaint B, a limited company, complains about the settlement it’s been offered by U K Insurance Limited (UKI) following a claim under its commercial motor fleet insurance policy. B is being represented in this complaint by its director. What happened B has a commercial mo... (3 pages)View decision -
Decision Reference DRN-4630402
13 May 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4630402 The complaint Mrs E is complaining that Specialist Motor Finance Limited (SMF) shouldn’t have lent to her – she says they were irresponsible in doing so. Mrs E is represented in her complaint, but for ease I’ve written as if we’ve dealt directly with her throughout. What happen... (3 pages)View decision -
Decision Reference DRN-4764264
13 May 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4764264 The complaint Miss N, via a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with her. She says that due to her personal and financial circumstances at the relevant time the agreement was unaffordable. What hap... (3 pages)View decision -
Decision Reference DRN-4734864
13 May 2024 Legal and General Assurance Society Limited UpheldInsuranceDRN-4734864 The complaint Mr and Mrs B complain that Legal and General Assurance Society Limited (L&G) has turned down a critical illness claim Mr B made on a decreasing term assurance policy with critical illness cover. As Mr B brought the complaint to us, for ease, I’ve referred main... (3 pages)View decision -
Decision Reference DRN-4623266
13 May 2024 Bank of Scotland Plc Not upheldMortgagesDRN-4623266 The complaint Mr S complains that his mortgage balance with Bank of Scotland plc, trading as Halifax, increased after Halifax had told him that interest and other charges would be frozen. What happened The term on Mr S’s interest-only mortgage with Halifax ended in November 202... (3 pages)View decision -
Decision Reference DRN-4651048
13 May 2024 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-4651048 The complaint Mr C complains that The Prudential Assurance Company Limited (The Prudential) gave him an incorrect fund value for his pension. What happened Mr C said his pension was due to mature in late 2023. The Prudential said his policy did not allow drawdown and he would n... (7 pages)View decision -
Decision Reference DRN-4620264
13 May 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4620264 The complaint Ms A complains that Revolut Ltd (“Revolut”) won’t refund £1,450 she lost to a safe account scam in May 2023. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for my d... (2 pages)View decision
