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-4966095
11 Oct 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-4966095 The complaint Mr K and Mrs K are unhappy Acromas Insurance Company Limited (Acromas) have declined the claim they made under their breakdown repair insurance policy. Mr K and Mrs K bring this complaint as joint policyholders, however as Mr K raised this complaint, and for ea... (2 pages)View decision -
Decision Reference DRN-5039724
11 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5039724 The complaint Mr E complains about the actions of Revolut Ltd when he lost money to a scam. Mr E is being represented by a claims management company but for ease of reading I’ll only refer to Mr E. What happened The detailed background to this complaint is well known to bo... (3 pages)View decision -
Decision Reference DRN-4833571
11 Oct 2024 TenetLime Ltd UpheldMortgagesDRN-4833571 The complaint Mr H and Miss H’s complaint arises from arranging a new mortgage interest rate product through an authorised representative of TenetLime Ltd trading as PRIMIS Mortgage Network (and referred to here as Tenet). Mr H and Miss H say that, because of Tenet’s poor s... (5 pages)View decision -
Decision Reference DRN-5041439
11 Oct 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5041439 The complaint Mr J complains that Lloyds Bank PLC (‘Lloyds’) should pay more compensation than offered so far in connection with poor service issues arising when his debit card was blocked. What happened In brief summary, whilst Mr J was abroad, Lloyds blocked a transaction... (4 pages)View decision -
Decision Reference DRN-5076790
11 Oct 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5076790 The complaint Mr T is complaining about American Express Services Europe Limited (AESEL) because it failed to set up a direct debit instruction to collect payments to his credit card account correctly. He’s also concerned it didn’t contact him about his complaint when it sai... (2 pages)View decision -
Decision Reference DRN-5036080
11 Oct 2024 National Westminster Bank Plc Not upheldMortgagesDRN-5036080 The complaint Ms M complains that she was given contradictory information by National Westminster Bank Plc when she enquired about changing the interest rate on her mortgage and asked about making overpayments. What happened Ms M has a mortgage with NatWest and the interest ... (3 pages)View decision -
Decision Reference DRN-4986672
11 Oct 2024 Starr International (Europe) Limited Not upheldInsuranceDRN-4986672 The complaint Mr P complains that Starr International (Europe) Limited has not paid his claim for his lost mobile telephone. My references to Starr include its agents. What happened Mr P made a claim to Starr when he realised his mobile phone was missing from his pocket. He ... (2 pages)View decision -
Decision Reference DRN-5076432
11 Oct 2024 Equiniti Financial Services Limited UpheldInvestmentsDRN-5076432 The complaint Mr C had complained about the way Equiniti Financial Services Limited (Equiniti) have handled his request for them to delete any data regarding him, following his decision to sell shares he held through them. What happened Mr C had held shares through Equiniti... (4 pages)View decision -
Decision Reference DRN-4973420
11 Oct 2024 esure Insurance Limited UpheldInsuranceDRN-4973420 The complaint Mrs and Mr K have complained about the settlememt offered and the service provided by esure Insurance Limited (‘esure’) under their home insurance policy. For the avoidance of doubt, the term ‘esure’ includes reference to its agents, surveyors and loss adjuster... (3 pages)View decision -
Decision Reference DRN-4951272
11 Oct 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4951272 The complaint Mr B complains that his car insurance policy with Liverpool Victoria Insurance Company Limited (“LV”) increased substantially in price following his old policy failing to renew. What happened Mr B had a motor insurance policy with LV. This complaint is about hi... (2 pages)View decision
