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 369227 results
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Decision Reference DRN-4917875
9 Aug 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4917875 The complaint Miss W complains that Moneybarn No. 1 Limited shouldn’t have agreed to provide her with finance for a car as she said she couldn’t afford to sustain the repayments. In bringing her complaint Miss W is represented by a third party. For ease of reading, I will on... (3 pages)View decision -
Decision Reference DRN-4932293
9 Aug 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4932293 The complaint Mr J has complained that Advantage Insurance Company Limited settled a claim made on his motor insurance policy proportionately. He said if he had known about the percentage increase in premium it applied for an undisclosed motoring offence he wouldn’t have tak... (3 pages)View decision -
Decision Reference DRN-4958779
9 Aug 2024 Protector Insurance UK UpheldInsuranceDRN-4958779 The complaint Miss H has complained about how Protector Insurance UK (Protector) dealt with a claim under a block insurance policy. References to Protector include companies and contractors acting on its behalf. What happened Miss H made a claim when water entered her prop... (6 pages)View decision -
Decision Reference DRN-4839598
9 Aug 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-4839598 The complaint Mr M complains that Arthur J. Gallagher Insurance Brokers Limited (“AJG”) recommended an unsuitable insurance policy, which led to a declined claim. What happened Mr M held a Property Owner’s policy for a rental property, in which there were two tenants cohabit... (3 pages)View decision -
Decision Reference DRN-4756858
9 Aug 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4756858 The complaint Mr N is unhappy that after a delay looking into his loss of jewellery claim, Liverpool Victoria Insurance Company Limited (LV) cancelled his policy and refused to pay his claim. What happened The background to this complaint is well-known to both parties. So, I... (4 pages)View decision -
Decision Reference DRN-4910033
9 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4910033 Complaint Miss A is unhappy that Revolut Ltd didn’t reimburse her after she fell victim to a scam. Background In September 2023, Miss A fell victim to a scam. She was selling her mobile phone on an online marketplace. Someone contacted her to ask about it. A price of £300 wa... (2 pages)View decision -
Decision Reference DRN-4942976
9 Aug 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4942976 The complaint Miss E complains that Santander UK Plc (Santander) won’t refund money she lost in a jobs scam. What happened What Miss E says: Miss E was looking to earn extra money to pay living costs and generate a second income. She was approached on social media in August ... (4 pages)View decision -
Decision Reference DRN-4957376
9 Aug 2024 Audley Wealth Limited UpheldPensions and AnnuitiesDRN-4957376 The complaint Mr R has complained that Audley Wealth Limited didn’t advise him to begin taking his defined benefits from his occupational pension scheme (OPS) after he was made redundant in December 2021. What happened On 1 February 2022, Mr R met with Audley Wealth to discu... (5 pages)View decision -
Decision Reference DRN-4958462
9 Aug 2024 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-4958462 The complaint Mr B is unhappy with the way Dignity Funerals Limited handled the redemption of his late father’s funeral plan. References to Dignity include the actions of its funeral directors, acting on its behalf. What happened Mr B’s father held a pre-paid funeral plan ... (3 pages)View decision -
Decision Reference DRN-4958374
9 Aug 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4958374 The complaint Mr M complains The Royal Bank of Scotland Plc (“RBS”) hasn’t dealt fairly with a claim he raised under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened I issued a provisional decision on Mr M’s complaint on 26 July 2024, in which I outlined the... (7 pages)View decision
