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 355536 results
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Decision Reference DRN-5002136
4 Sep 2024 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5002136 The complaint Mrs R complained about the poor customer service she experienced from The National Farmers' Union Mutual Insurance Society Limited (“NFU”) during a claim under her car insurance policy. She’s also unhappy her car was damaged by NFU’s incompetence, which su... (3 pages)View decision -
Decision Reference DRN-4820610
4 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4820610 A written copy of this final decision has been provided along with your BSL translation. The complaint Mr B complains that Revolut Ltd won’t refund him after he believes he fell victim to a scam. What happened Mr B has explained that he newly joined a social media platform w... (2 pages)View decision -
Decision Reference DRN-5002129
4 Sep 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5002129 The complaint Mrs W complains that Nationwide Building Society treated her unfairly regarding a dispute about a transaction funding a property rental. What happened In August 2022 Mrs W was interested in a property rental in the United States of ... (11 pages)View decision -
Decision Reference DRN-4988831
4 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4988831 The complaint Mr Z complains about the way Bank of Scotland plc trading as Lloyds Bank handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my informal remit. ... (6 pages)View decision -
Decision Reference DRN-4990994
4 Sep 2024 Covea Insurance plc UpheldInsuranceDRN-4990994 The complaint Mrs L complains that Covea Insurance plc unfairly declined her pet insurance claim. What happened In July 2023, Mrs L made a claim for the cost of treatment to repair her dog’s right cruciate ligament. The vet’s costs were £3,583.13. Covea rejected the claim, a... (5 pages)View decision -
Decision Reference DRN-4999406
4 Sep 2024 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-4999406 The complaint Ms J complains that a car acquired under a personal contract purchase (PCP) agreement with Toyota Financial Services (UK) PLC (Toyota FS) wasn’t of satisfactory quality when it was supplied to her. What happened In July 2020, Ms J acquired a new car from a dea... (4 pages)View decision -
Decision Reference DRN-4919993
4 Sep 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4919993 The complaint Mr S complains that Mitsubishi HC Capital UK PLC, trading as Novuna Consumer Finance (“Novuna”) were unreasonable to turn down his credit application. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (1 page)View decision -
Decision Reference DRN-4850505
4 Sep 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4850505 The complaint Miss P has complained about the way that Royal & Sun Alliance Insurance Limited (RSA) handled a claim under her home insurance policy. References in this decision to RSA include its agents. What happened Miss P made a claim to RSA in July 2021 after a wat... (3 pages)View decision -
Decision Reference DRN-4910862
4 Sep 2024 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-4910862 The complaint Mr U is unhappy with the service provided by Liverpool Victoria Insurance Company Limited (LV) when dealing with a claim under his home emergency insurance policy. LV is the underwriter of this policy. Part of this complaint concerns the actions of the agent, ... (3 pages)View decision -
Decision Reference DRN-4863802
4 Sep 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4863802 The complaint Mr L complains about how Ageas Insurance Limited (“Ageas”) handled a claim and increased the renewal price of his car insurance policy. What happened Mr L had a motor insurance policy with Ageas. In March 2022 he was involved in a minor collision when he said h... (3 pages)View decision
