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 360264 results
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Decision Reference DRN-5127139
28 Nov 2024 U K Insurance Limited UpheldInsuranceDRN-5127139 The complaint Mrs P and Mr P complain U K Insurance Limited (UKI) didn’t refund the excess on Mrs P’s motor insurance policy when it said it would. References to Mrs P or Mr P, will include the other. UKI are the underwriters of this policy i.e. the insurer. Part of this c... (3 pages)View decision -
Decision Reference DRN-5097608
28 Nov 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5097608 The complaint Mr V complains about an account that he opened with Lloyds Bank PLC (Lloyds) in that they did not follow his instructions. As a result, Mr V suffered lost interest and inconvenience. What happened On 28 February 2023, Mr V went to a Lloyds branch to open a one... (2 pages)View decision -
Decision Reference DRN-5175016
28 Nov 2024 MBNA Limited UpheldBanking and PaymentsDRN-5175016 The complaint Mr R complained because MBNA Limited refused to refund him for transactions he said he didn’t make. What happened On 15 January 2024, there were two debits to Mr R’s MBNA credit card. One was for £1,998.60 and the other for £799.44. There were two further atte... (5 pages)View decision -
Decision Reference DRN-4941943
28 Nov 2024 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-4941943 The complaint Mr F complains that Hyundai Capital UK Limited trading as Kia Finance misrepresented the interest payable on his car finance loan. Mr F believes he is being overcharged for the credit because of this. What happened Mr F entered into the agreement in February 2... (3 pages)View decision -
Decision Reference DRN-5175773
28 Nov 2024 First Central Underwriting Limited UpheldInsuranceDRN-5175773 The complaint Mr S complains about problems renewing his car insurance policy provided by First Central Underwriting Limited. During the events of this complaint, First Central Underwriting Limited were known by its previous registered company name of Skyfire Insurance Comp... (3 pages)View decision -
Decision Reference DRN-4601678
28 Nov 2024 Brown Shipley & Co Limited Not upheldInvestmentsDRN-4601678 The complaint Mr and Mrs B complain Brown Shipley & Co Limited (BSCL) made a decision that required them to liquidate and reinvest their investment portfolio, causing them a financial loss. They are also unhappy with the risk level they were invested at and delays in tra... (6 pages)View decision -
Decision Reference DRN-5071991
28 Nov 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-5071991 The complaint Mr G complains that Pinnacle Insurance Plc trading as EVERYPAW declined a claim on his pet insurance policy. What happened Mr G has a pet insurance policy for his dog which provides cover for each condition for 12 months, or until the limit of £2,000 is reached... (2 pages)View decision -
Decision Reference DRN-5175706
28 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5175706 The complaint Mr K complains that Revolut Ltd didn’t reimburse him funds he lost as a result of falling victim to an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. In 2022, Mr K found... (6 pages)View decision -
Decision Reference DRN-5130526
28 Nov 2024 UK Mortgage Lending Ltd UpheldMortgagesDRN-5130526 The complaint Mr W has complained about the second charge mortgage he took with Optimum Credit Limited in 2021. Optimum Credit Limited is now UK Mortgage Lending Ltd trading as Pepper Money and I will refer to Pepper hereafter. Mr W doesn’t consider the mortgage was affordab... (6 pages)View decision -
Decision Reference DRN-5091011
28 Nov 2024 Aro Finance Limited UpheldMortgagesDRN-5091011 The complaint Mr W has complained that Aro Finance Limited mis-sold him a second charge mortgage in 2021. Mr W has said that the mortgage was unaffordable, has made his situation worse, and he considers Aro took advantage of him when he was desperate for help. What happened ... (4 pages)View decision
