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 360264 results
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Decision Reference DRN-4618491
13 Feb 2024 Sky UK Limited UpheldConsumer CreditDRN-4618491 The complaint Mr C complains about some missed payment information Sky UK Limited have recorded with credit reference agencies. What happened In September 2022, Mr C took out a fixed sum loan agreement with Sky, to pay for a brand new mobile telephone device. Mr C already had o... (4 pages)View decision -
Decision Reference DRN-4596322
13 Feb 2024 Zurich Insurance PLC Not upheldInsuranceDRN-4596322 The complaint Mrs H complains Zurich Insurance Plc settled her home insurance claim unfairly. Mrs H’s been represented for the claim and complaint. For simplicity I’ve generally referred to the actions and comments of the representatives as being those of Mrs H. For the same re... (3 pages)View decision -
Decision Reference DRN-4612908
13 Feb 2024 Marshmallow Insurance Limited UpheldInsuranceDRN-4612908 The complaint Mr O complains that Marshmallow Insurance Company (Marshmallow) wants him to sign documents that could mean he’s liable for £9,000 in hire car charges if its costs can’t be recovered, under his motor insurance policy. What happened Mr O was involved in an accident... (4 pages)View decision -
Decision Reference DRN-4552811
13 Feb 2024 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-4552811 The complaint Mr M complains about the advice Pi Financial Ltd (‘Pi’) gave to him concerning the transfer of benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this has caused a fina... (8 pages)View decision -
Decision Reference DRN-4590753
13 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4590753 The complaint Miss L complains that National Westminster Bank Plc (NatWest) is holding her liable for payments she says she didn’t make. What happened Miss says a number of unauthorised payments were taken from her NatWest account in early 2022. These were mainly sent to a reci... (3 pages)View decision -
Decision Reference DRN-4619489
13 Feb 2024 ReAssure Limited UpheldPensions and AnnuitiesDRN-4619489 The complaint Mr M has complained that ReAssure Limited made alterations to the funds within his pension without his permission. He went on to say that his pension hasn’t been invested in the manner that he originally requested and that he has received inaccurate statements. Mr... (6 pages)View decision -
Decision Reference DRN-4542923
13 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4542923 The complaint Mr A complains that Bank of Scotland plc trading as Revolut Ltd (“Revolut”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr A fell ... (2 pages)View decision -
Decision Reference DRN-4527043
13 Feb 2024 Topaz Finance Limited Not upheldMortgagesDRN-4527043 The complaint Mr S complains that Topaz Finance Limited trading as Heliodor Mortgages has not: Set the interest rate on his mortgage fairly. Treated him fairly when he was in financial difficulty. What happened In 2005, Mr S took out a mortgage with Northern Rock. He borrowed... (6 pages)View decision -
Decision Reference DRN-4564527
13 Feb 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4564527 The complaint Mr A and Miss N complain about how Lloyds Bank General Insurance Limited (Lloyds) handled a claim under their home insurance policy for damage to their property, which they say was due to previous repairs not being carried out properly. Lloyds use agents to admini... (7 pages)View decision -
Decision Reference DRN-4619257
13 Feb 2024 Insurance Factory Ltd Not upheldInsuranceDRN-4619257 The complaint Mr L complains about the standard of service, and the premium refund he received from Insurance Factory Ltd (Insurance Factory) after he requested cancellation of his motor insurance policy. What happened Mr L set up an insurance policy for his classic car in Marc... (4 pages)View decision
