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-5065622
23 Oct 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5065622 The complaint Ms P is unhappy with what Amtrust Europe Limited did after she made a claim on her legal expenses insurance policy. What happened Ms P had landscaping work carried out at her property with which there were significant issues. In January 2023 she sought assistan... (4 pages)View decision -
Decision Reference DRN-4764625
23 Oct 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4764625 The complaint Mr B complains that The Royal Bank of Scotland Plc (“RBS”) held him liable for two failed cash withdrawals. What happened Mr B explained that he tried to withdraw cash from an automated teller machine (ATM) which failed to dispense the funds on two occasions on... (2 pages)View decision -
Decision Reference DRN-4963849
23 Oct 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4963849 The complaint Mr H is unhappy with how AXA Insurance UK Plc (AXA) settled a claim made under his commercial motor insurance policy. What happened In November 2022, Mr H was involved in an accident with a third party, which he reported to AXA. There was damage to his van whi... (3 pages)View decision -
Decision Reference DRN-4579843
23 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4579843 The complaint Mr P complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr P found an investment opportunity on social media. He looked over the website and was added to a group chat with others who were also investing under the gui... (3 pages)View decision -
Decision Reference DRN-5069853
23 Oct 2024 Tandem Home Loans Ltd UpheldMortgagesDRN-5069853 The complaint Mr and Mrs M complain that Tandem Home Loans Ltd continued to contact them regarding their debt despite them being declared bankrupt in 2017. They also said it has recorded incorrect information on their credit files. What happened In 2014, Mr and Mrs M took ou... (4 pages)View decision -
Decision Reference DRN-4651303
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4651303 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr S says that on the evening of 25 March 2022 he clicked on a link in an email he received about a delivery. He provided information and... (10 pages)View decision -
Decision Reference DRN-5099815
23 Oct 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-5099815 The complaint Mr B has complained that Wise Payments Limited (“Wise”) failed to protect him from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summari... (4 pages)View decision -
Decision Reference DRN-5023871
23 Oct 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5023871 The complaint Mr S and Mr S have complained about the way Domestic & General Insurance Plc (“D&G”) administered their appliance insurance policies. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasona... (2 pages)View decision -
Decision Reference DRN-4999190
23 Oct 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4999190 The complaint Miss B and Mr N complain about Advantage Insurance Company Limited (“Advantage”) for declining their claim for a damaged television. They want Advantage to settle their claim. What happened Miss B and Mr N insured their home contents with Advantage. Their polic... (3 pages)View decision -
Decision Reference DRN-4983588
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4983588 The complaint Miss E complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Miss E found an investment opportunity online. She agreed to sign up, as she was told her capital would be protected under a ‘stop loss’ scheme, and began in... (6 pages)View decision
