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 352408 results
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Decision Reference DRN-5110015
21 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5110015 The complaint Miss M has complained that Aviva Insurance Limited (‘Aviva’) declined her claim for fire damage to her home and voided her home insurance policy. For the avoidance of doubt, the term ‘Aviva’ includes its agents and representatives and reference to Miss M includ... (4 pages)View decision -
Decision Reference DRN-4966892
21 Nov 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-4966892 The complaint Mr S has complained about the advice he received from St. James's Place Wealth Management Plc (‘SJP’) regarding his occupational defined benefit (‘DB’) pension. SJP advised Mr S to transfer his DB scheme to a self-invested personal pension (‘SIPP’), with M... (10 pages)View decision -
Decision Reference DRN-4881400
21 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4881400 The complaint Mr P complains Revolut Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr P has an account with Revolut which he says he opened during this scam at the scammer’s suggestion. He has an account with another business who I’ll r... (2 pages)View decision -
Decision Reference DRN-5039170
21 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5039170 The complaint Mr C has complained that Aviva Insurance Limited (‘Aviva’) unfairly increased his excess in relation to ‘escape of water’ claims under his home insurance policy. What happened] In February 2024, Mr C unfortunately suffered a water leak into his property, and h... (3 pages)View decision -
Decision Reference DRN-5122569
21 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-5122569 The complaint Ms H complains about the amount of compensation that Santander UK plc has offered her following issues with her credit card accounts. What happened Ms H had two credit card accounts with Santander and she says that she’d paid off their balances by 2021 and then... (3 pages)View decision -
Decision Reference DRN-4972198
21 Nov 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-4972198 The complaint Mr J and Mrs J complain The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (NFU) made a data security breach and it failed to deal with his complaint competently. References to Mr J or Mrs J, will include the other. What h... (3 pages)View decision -
Decision Reference DRN-5101566
21 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5101566 The complaint Mr W complains that British Gas Insurance Limited provided a poor standard of service when he made a claim for a leaking gas pipe and placed his new pipe in an unsafe area. What happened Mr W held an insurance policy with British Gas to cover his central heati... (2 pages)View decision -
Decision Reference DRN-5094764
21 Nov 2024 Startline Motor Finance Limited UpheldConsumer CreditDRN-5094764 The complaint Ms M complained about the quality of a used car she acquired under a hire purchase agreement with Startline Motor Finance Limited trading as Startline (‘Startline’). When I refer to what Ms M and Startline have said or done, it should also be taken to include ... (7 pages)View decision -
Decision Reference DRN-4675712
21 Nov 2024 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4675712 The complaint Mr B complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“BPF”), did not uphold his claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to his purchase of bedroom furniture and two kitchen u... (4 pages)View decision -
Decision Reference DRN-4985692
21 Nov 2024 Contis Financial Services Limited Not upheldBanking and PaymentsDRN-4985692 The complaint Miss W complains Contis Financial Services Limited is holding her liable for disputed transactions she didn’t carry out or authorise. What happened Miss W had an account with Contis Financial Services which it has now closed. Before that she had an account with... (2 pages)View decision
