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
-
Decision Reference DRN-5090613
18 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5090613 The complaint Mr G complains that Revolut Ltd won’t refund transactions he says he didn’t agree to. What happened Mr G held an account with Revolut. In late November 2022 €50 from his account was converted to GBP and then paid to a cryptocurrency exchange. His Revolut accou... (5 pages)View decision -
Decision Reference DRN-5036140
18 Oct 2024 HDI Global Specialty SE UpheldInsuranceDRN-5036140 The complaint Mr B is unhappy with what HDI Global Specialty SE did after he made claims on his pet insurance policy. What happened Mr B took out pet insurance with HDI for his dog (L). The policy started on 21 January 2023. In July 2023 he made claims to HDI for the examina... (4 pages)View decision -
Decision Reference DRN-4950478
18 Oct 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4950478 The complaint Mr G is unhappy with the service provided by Liverpool Victoria Insurance Company Limited (LV) following a claim made on his home insurance policy. LV is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on... (3 pages)View decision -
Decision Reference DRN-4977697
18 Oct 2024 Santander UK Plc UpheldMortgagesDRN-4977697 The complaint Mr and Mrs V complain that Santander UK Plc declined their applications to extend the terms and arrange new products on their buy-to-let mortgages in 2021 – but approved similar applications in 2023. What happened In 2015, Mr and Mrs V took out five buy-to-let ... (4 pages)View decision -
Decision Reference DRN-5047343
18 Oct 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5047343 The complaint Mr B, who is represented by a professional representative (“PR”) complains that NewDay Ltd was irresponsible when it increased the limit on his credit card account. What happened Mr B took out a credit card with NewDay in September 2016 and was granted the foll... (3 pages)View decision -
Decision Reference DRN-5059598
18 Oct 2024 Lendable Ltd Not upheldConsumer CreditDRN-5059598 The complaint Mr A complains that Lendable Ltd was irresponsible in its lending to him. He wants Lendable to review the interest rate on the loan and his monthly payments and provide him with some flexibility. What happened Mr A was provided with a £7,400 fixed sum loan (plu... (3 pages)View decision -
Decision Reference DRN-5025861
18 Oct 2024 Aviva Insurance Limited UpheldInsuranceDRN-5025861 The complaint Mr G is unhappy with what Aviva Insurance Limited did after he made a claim on his motorhome insurance policy. What happened Mr G’s motorhome was damaged in an accident while he was abroad in January 2024. He claimed on his policy. After investigating Aviva dee... (3 pages)View decision -
Decision Reference DRN-4941804
18 Oct 2024 West Bay Insurance Plc UpheldInsuranceDRN-4941804 The complaint Mr B is unhappy with how West Bay Insurance Plc progressed a claim on his caravan insurance policy following a previous complaint to our service. What happened Mr B’s motorhome was damaged in an accident while abroad. Mr B was unhappy with West Bay’s actions af... (2 pages)View decision -
Decision Reference DRN-4705057
18 Oct 2024 Aviva Equity Release UK Limited Not upheldMortgagesDRN-4705057 The complaint Mr and Mrs C complain that Aviva Equity Release UK Limited won’t provide them with information to show how utilising the full voluntary partial repayment (VPR) allowance over future years will impact their lifetime mortgage balance. What happened Mr and Mrs C h... (3 pages)View decision -
Decision Reference DRN-5090670
18 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5090670 The complaint Mr A complains about the settlement he’s received from AXA Insurance UK Plc (AXA) following a claim under his motor trade insurance policy. Where I’ve referred to AXA, this also includes any action or communication by agents acting on their behalf. What happe... (3 pages)View decision
