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-4856891
22 Aug 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4856891 The complaint M has complained about AXA Insurance UK Plc’s (AXA’s) decision to void its Property Investors Protection Plan Policy (‘the policy’), after it made two claims for fire damage affecting a commercial property it owns. What happened Both M and AXA have been represe... (11 pages)View decision -
Decision Reference DRN-4924002
22 Aug 2024 Hiscox Insurance Company Limited Not upheldInsuranceDRN-4924002 The complaint A company, which I’ll refer to as C, complains that Hiscox Insurance Company Limited (Hiscox) incorrectly debited its account twice in one month. What happened C took out a Business Insurance policy with Hiscox on a non-advised basis which was due to start on 3... (2 pages)View decision -
Decision Reference DRN-4981708
22 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4981708 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr M is being represented by solicitors in this complaint. What happened The complaint concerns three transactions totalling approximately £25,... (4 pages)View decision -
Decision Reference DRN-4922475
22 Aug 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4922475 The complaint Mr B complains he was unhappy with how Acromas Insurance Company Limited (Acromas) handled his claim on his home insurance policy and he wasn’t happy with the resolutions offered. Acromas are the underwriters of this policy i.e. the insurer. Part of this compl... (3 pages)View decision -
Decision Reference DRN-4960660
22 Aug 2024 TSB Bank plc UpheldInsuranceDRN-4960660 The complaint Mr and Mrs K have complained about the way that TSB Bank plc responded to a request for a hard copy of the travel insurance policy they have linked to their joint bank account. They have also complained about their banking information being given to a third par... (2 pages)View decision -
Decision Reference DRN-4824138
22 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4824138 The complaint A company, which I’ll refer to as F, complains that Revolut Ltd won’t refund payments it didn’t make. Mr M, who is a director of F, brings the complaint on F’s behalf. What happened The details of this complaint are well known to both parties, so I won’t repeat... (2 pages)View decision -
Decision Reference DRN-4718211
22 Aug 2024 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-4718211 The complaint Miss W complains about the quality of a used car she acquired through a hire purchase agreement with Blue Motor Finance Ltd. What happened In mid June 2022 Miss W entered into a 60 month hire purchase agreement and acquired a used car from a dealership for £8,9... (4 pages)View decision -
Decision Reference DRN-4980245
22 Aug 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4980245 The complaint Miss R complains that Tesco Personal Finance PLC trading as Tesco Bank hasn’t offered her any support with her finances. She says she’s struggling to deal with her finances herself having suffered a relationship breakdown and metal health issues, which she’s ma... (2 pages)View decision -
Decision Reference DRN-4980997
22 Aug 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4980997 The complaint Mr B complains that Sainsbury's Bank Plc should pay him more compensation than it has offered, after admitting poor service arising in connection with an application he wanted to make for a savings account that offered tax benefits. What happened In Janua... (3 pages)View decision -
Decision Reference DRN-4641014
22 Aug 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4641014 The complaint Mr B complains that Bank of Scotland plc, trading as Intelligent Finance, closed his current account. What happened Mr B has an “offset” mortgage with Intelligent Finance. This allowed Mr B to offset his mortgage against the balance he held in his current and/o... (3 pages)View decision
