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-4658974
4 Mar 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4658974 The complaint Mr F complains that Starling Bank Limited (Starling) won’t refund the money he lost as a result of a safe account scam. What happened I issued my provisional decision on this complaint on 16 February 2024. I wanted to give both sides a chance to provide any furthe... (7 pages)View decision -
Decision Reference DRN-4659107
4 Mar 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-4659107 The complaint Mr and Mrs H complain about the way Liverpool Victoria Insurance Company Limited trading as LV= (“LV”) has handled a subsidence claim under their buildings insurance policy. Any reference to LV includes the actions and comments of its agents. What happened The cir... (6 pages)View decision -
Decision Reference DRN-4527237
4 Mar 2024 Vacation Finance Limited Not upheldConsumer CreditDRN-4527237 The complaint Mrs H and the estate of Mr H, who are represented by a professional representative (“PR”) complain that Vacation Finance Limited trading as VFL Finance Solutions (“VFL”) rejected their claim under the Consumer Credit Act (“CCA”) 1974 in respect of a holiday produc... (6 pages)View decision -
Decision Reference DRN-4531642
4 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4531642 The complaint Miss K complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by two investment scams, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (6 pages)View decision -
Decision Reference DRN-4659009
4 Mar 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4659009 The complaint Mr and Mrs W complain that The Royal Bank of Scotland Plc (RBS) closed their bank accounts without reason. They are also unhappy that RBS prevented them from using the account switching service. What happened The detailed background of this complaint is well know... (4 pages)View decision -
Decision Reference DRN-4323822
4 Mar 2024 QIC Europe Ltd UpheldInsuranceDRN-4323822 The complaint Ms K complains about the cash settlement offered by QIC Europe Ltd after making a claim under her buildings insurance policy. She also complains about QIC’s handling of her claim. What happened Ms K holds buildings insurance cover with QIC. After noticing her porc... (3 pages)View decision -
Decision Reference DRN-4254409
4 Mar 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4254409 The complaint Mr R complains about the quality of a car he has been financing through an agreement with Zopa Bank Limited (Zopa). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reas... (2 pages)View decision -
Decision Reference DRN-4657393
4 Mar 2024 Arch Insurance (UK) Limited UpheldInsuranceDRN-4657393 The complaint Mr and Mrs T complaint that Arch Insurance (UK) Limited hasn’t paid the full value for contents claimed on their commercial property insurance policy. What happened Mr and Mrs T own a property which is occupied by tenants. They made a claim on their policy after t... (2 pages)View decision -
Decision Reference DRN-4637629
4 Mar 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-4637629 Complaint Mr E has complained that Loans 2 Go Limited (“L2G”) provided him with an unaffordable loan. Background L2G provided Mr E with a loan of £1,500.00 in February 2023. This loan had an APR of 320% and a 24-month term. This all meant the total amount repayable of £4,848.00... (4 pages)View decision -
Decision Reference DRN-4579716
4 Mar 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4579716 The complaint Mr A complains that he couldn’t access his Starling Bank Limited application (app) or use his card which resulted in him having access to no money for food and accommodation. What happened Mr A has a bank account with Starling, and due to his personal circumstance... (3 pages)View decision
