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 354447 results
-
Decision Reference DRN-5097648
13 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5097648 Complaint Mrs O complains that Revolut has refused to reimburse her for payments she made in connection with a job scam. Background In June 2023, Mrs O received a message from someone claiming to be a recruitment consultant, offering her a remote-working role. At the time, M... (3 pages)View decision -
Decision Reference DRN-5168601
13 Dec 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5168601 The complaint Mr H complains Haven Insurance Company Limited provided poor service when providing his motor insurance. Mr H’s been represented for the complaint. For simplicity I’ve referred to the representative’s actions as being Mr H’s own. What happened In February 202... (3 pages)View decision -
Decision Reference DRN-5208626
13 Dec 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-5208626 The complaint Mr C complains about the increase in premium for his motor insurance policy with Advantage Insurance Company Limited (Advantage). References to Advantage in this decision include their agents. This decision covers Mr C’s complaint to this Service about the in... (3 pages)View decision -
Decision Reference DRN-5112722
13 Dec 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5112722 The complaint The estate of Mr M has complained that The Royal Bank of Scotland Plc (“RBS”) changed the law firm who was appointed as an executor of Mr M’s Will without notifying the late Mr M or his wife. The estate of Mr M has also complained about the difficulties they fa... (4 pages)View decision -
Decision Reference DRN-5210393
13 Dec 2024 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5210393 The complaint Mr and Mrs H have complained that The National Farmers’ Union Mutual Insurance Society (NFU) declined their travel insurance claim. They have also complained about some aspects of the claims handling. As it is Mrs H leading on the complaint, I will mostly just... (3 pages)View decision -
Decision Reference DRN-5210401
13 Dec 2024 Loans 2 Go Limited UpheldConsumer CreditDRN-5210401 The complaint Miss E complains that Loans 2 Go Limited (referred to in this decision as “L2G”) lent to her irresponsibly. She complains that L2G didn’t do enough to check the lending would be affordable and that the terms of the loan weren’t made clear to her before the lend... (4 pages)View decision -
Decision Reference DRN-5167403
13 Dec 2024 Society of Lloyd's UpheldInsuranceDRN-5167403 The complaint Ms W complains that Society of Lloyd's declined a claim on her legal expenses insurance and said the policy was void. Where I refer to Society of Lloyd's, that includes its agents and claims handlers acting on its behalf. What happened Ms W instructed... (3 pages)View decision -
Decision Reference DRN-4873078
13 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4873078 The complaint Mr T complains Bank of Scotland plc, trading as Halifax, say his savings account was closed in 2010 and the funds withdrawn when he hadn’t done so. Mr T is also unhappy his representative was told the account had fallen dormant and they needed to write to a spe... (4 pages)View decision -
Decision Reference DRN-5153635
13 Dec 2024 Skipton Building Society Not upheldBanking and PaymentsDRN-5153635 The complaint Mrs D complains that Skipton Building Society didn’t make the terms and conditions of her Lifetime ISA (LISA) clear enough to her. What happened Mrs D opened a LISA online in October 2020. She explains she spoke to members of staff at Skipton about her account ... (2 pages)View decision -
Decision Reference DRN-4946725
13 Dec 2024 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4946725 The complaint Mrs H has complained about the way Ikano Bank AB (publ) responded to claims she’d made under the Consumer Credit Act 1974 (the “CCA”) and her request for money back. Mrs H has been represented in bringing her complaint but, to keep things simple, I’ll mainly re... (4 pages)View decision
