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 381082 results
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Decision Reference DRN-4933733
12 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4933733 The complaint Mr B complains about the service he received from National Westminster Bank Plc (“NatWest”) after he asked it to refund him £209. What happened On 2 June 2024 Mr B placed an order – for next day delivery – with a retailer that I will call “C”. The cost of the i... (2 pages)View decision -
Decision Reference DRN-5179020
12 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5179020 The complaint Mr S complains that U K Insurance Limited (“UKI”) declined a claim he made under his home insurance policy. Reference to Mr S or UKI includes their respective agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the... (3 pages)View decision -
Decision Reference DRN-5114660
12 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5114660 The complaint A company, which I’ll refer to as G, complains about the amount Aviva Insurance Limited (Aviva) paid in settlement of a claim under its mini fleet insurance policy. What happened The detailed background to this complaint is well known to both parties. So, I’ll ... (3 pages)View decision -
Decision Reference DRN-5081503
12 Dec 2024 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5081503 The complaint Miss B has complained that Liverpool Victoria Financial Services Limited (“LV”) mis-sold her life cover. What happened Miss B purchased an Over 50s Life Cover Plan in 2010 from an application card in her local supermarket. Recently she learned that the policy h... (2 pages)View decision -
Decision Reference DRN-5206753
12 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5206753 The complaint Mr C complains that Liverpool Victoria Insurance Company Limited (‘LV’) unfairly declined a claim and cancelled his motor insurance policy. What happened Mr C had an LV car insurance policy, taken out sometime before August 2022. He bought a new car and, soon a... (5 pages)View decision -
Decision Reference DRN-5086948
12 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5086948 The complaint Mr H complains about how Liverpool Victoria Insurance Company Limited (“LV”) handled a claim made on his car insurance policy. LV are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the actions of ... (4 pages)View decision -
Decision Reference DRN-5072392
12 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5072392 The complaint Ms S complains that Advantage Insurance Company Limited (“Advantage”) auto-renewed her motor insurance policy without authorisation, unfairly increased her premium, and charged a cancellation fee. What happened Ms S says her premium increased from £65.73 to £21... (3 pages)View decision -
Decision Reference DRN-4995233
12 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4995233 The complaint Mr H is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr H says... (10 pages)View decision -
Decision Reference DRN-4979914
12 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4979914 The complaint Mr W complains that Monzo Bank Ltd (“Monzo”) have incorrectly recorded adverse data on his credit file. What happened Following a dispute with Monzo, Mr W switched his current account. He had an outstanding overdraft on the Monzo account. Mr W said he asked Mo... (3 pages)View decision -
Decision Reference DRN-5120193
12 Dec 2024 Northern Bank Limited Not upheldBanking and PaymentsDRN-5120193 The complaint Ms B has complained that Northern Bank Limited (trading as “Danske Bank”) failed to protect her from falling victim to a “safe account” scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But... (4 pages)View decision
