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 380824 results
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Decision Reference DRN-5025424
25 Oct 2024 The Co-operative Bank Plc Not upheldMortgagesDRN-5025424 The complaint Mr and Mrs W complain about the way that The Co-operative Bank Plc trading as Platform managed their request for a temporary switch from a repayment to an interest only mortgage. What happened Mr and Mrs W had a mortgage with Platform. On 30 January 2023, they ... (2 pages)View decision -
Decision Reference DRN-5104501
25 Oct 2024 Zurich Insurance Company Ltd UpheldInsuranceDRN-5104501 The complaint Ms E and Mr P complain that Zurich Insurance Company Ltd declined their travel insurance claim. My references to Zurich include its agents. What happened Ms E and Mr P had single trip travel insurance covering their extended trip. The insurer was Zurich. Ms E a... (5 pages)View decision -
Decision Reference DRN-5087452
25 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5087452 The complaint Miss B complains that Nationwide Building Society gave her incorrect information about an account switch incentive payment. What happened Miss B became aware that Nationwide was offering a £200 incentive payment to switch a current bank account to it. She swit... (2 pages)View decision -
Decision Reference DRN-4856264
25 Oct 2024 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-4856264 The complaint Mr and Mrs B complain about changes to a clause in their home insurance policy, arranged through Arthur J Gallagher Insurance Brokers Limited (‘AJG’). Both Mr and Mrs B are named policyholders, so any claim or complaint is brought by them both. But for simplici... (3 pages)View decision -
Decision Reference DRN-4904646
25 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4904646 The complaint Mr L complains that Revolut Ltd won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of b... (5 pages)View decision -
Decision Reference DRN-5081848
25 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5081848 The complaint Miss A has complained that Admiral Insurance (Gibraltar) Limited unfairly and unreasonably held her to be 50% negligent for causing an accident. What happened Miss A was involved in an accident on a multi-lane roundabout or rather a large intersection. She sai... (3 pages)View decision -
Decision Reference DRN-5093843
25 Oct 2024 FirstRand Bank Limited Not upheldConsumer CreditDRN-5093843 The complaint Mr S complains that FirstRand Bank Limited trading as Motonovo Finance (“Motonovo”) didn’t check to make sure the hire purchase agreement was affordable for him. Mr S says that during the COVID-19 pandemic he also asked for a payment holiday, but he was only g... (5 pages)View decision -
Decision Reference DRN-5106120
25 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-5106120 The complaint C’s complaint is about a claim it made on his UKI business protection insurance policy. C says UKI treated it unfairly. C’s complaint is brought by Mr H, but I shall refer to all submissions as being C’s own for ease of reference. What happened Following a fire... (3 pages)View decision -
Decision Reference DRN-5090379
25 Oct 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5090379 The complaint Mr H complains that Nationwide Building Society (Nationwide) failed to make an ISA transfer for him. As a result he says he lost out on interest and potentially a members share dividend. He would like Nationwide to cover his losses. What happened The details o... (2 pages)View decision -
Decision Reference DRN-5106001
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5106001 The complaint Mr A is unhappy that Revolut Ltd (Revolut) won’t refund the money he lost to a third-party scam. What happened Mr A told us he saw a post on social media from someone he knew - promoting an investment opportunity – but unbeknown to him at the time their account... (11 pages)View decision
