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 365360 results
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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 -
Decision Reference DRN-4615023
13 Feb 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4615023 The complaint Mr B complains that Shawbrook Bank Limited (“Shawbrook”), hasn’t upheld the claim he made under sections 75 and 140 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system and several other optional extras (“the system”). What happened In A... (7 pages)View decision -
Decision Reference DRN-4616104
13 Feb 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4616104 The complaint Mr T is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited was of an unsatisfactory quality. Mr T has been represented during the claim and complaint process by Dr C. For ease of reference, I will refer to any commen... (7 pages)View decision -
Decision Reference DRN-4619228
13 Feb 2024 Astrenska Insurance Limited UpheldInsuranceDRN-4619228 The complaint Ms B complains about the service she received from Astrenska Insurance Limited (Astrenska) under a protection policy for her fridge freezer. References to Astrenska include their agents who administer policies and carry out services under policies. What happened T... (4 pages)View decision -
Decision Reference DRN-4600357
13 Feb 2024 DAS Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-4600357 The complaint Mrs D and X complain about DAS Legal Expenses Insurance Company Limited (“DAS”) and their decision to decline the claim X made on their Legal Expenses (“LE”) insurance policy. X has acted as the main representative during the claim and complaint process. So, for e... (3 pages)View decision
