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-5131215
17 Dec 2024 AWP P&C S.A. UpheldInsuranceDRN-5131215 The complaint Mrs Q and Mr Z complain about AWP P&C S.A.’s decision to decline their claim under their travel insurance policy for lost baggage. Any reference to AWP includes its agents. What happened Mrs Q and Mr Z made a claim under their policy after they lost a bag c... (2 pages)View decision -
Decision Reference DRN-5185224
17 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5185224 The complaint Mrs C and Mr S complain about AXA Insurance UK Plc (“AXA”) and the handling of the claim made on their home insurance policy. Mr S has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any action... (5 pages)View decision -
Decision Reference DRN-4436692
17 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4436692 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this ... (7 pages)View decision -
Decision Reference DRN-5112532
17 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5112532 The complaint Mr D complains Santander UK plc (Santander) caused delays transferring his ISA to a new provider. What happened Mr D says in mid-March 2024 he completed an Individual Savings Account (ISA) transfer request with his new provider, and this was sent to Santander t... (3 pages)View decision -
Decision Reference DRN-5163354
17 Dec 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5163354 The complaint Miss D complains about the rate of interest being applied to her accounts with Shop Direct Finance Company Limited trading as Very Pay (“SDF”). What happened Miss D holds two accounts with SDF. She noticed that despite making payments each month her balance was... (2 pages)View decision -
Decision Reference DRN-5216469
17 Dec 2024 Intrum Mortgages UK Finance Limited Not upheldMortgagesDRN-5216469 The complaint Mr and Mrs T have complained about their mortgage they held with Intrum Mortgages UK Finance Limited. They’ve said Intrum was just looking out for itself and never had any intention to allow a shortfall sale, instead it was just stringing them along until it co... (8 pages)View decision -
Decision Reference DRN-5185743
17 Dec 2024 Dentons Pension Management Limited UpheldPensions and AnnuitiesDRN-5185743 The complaint Mr W’s complaint primarily concerns an investment made in an investment called the Centaur Bond, in a self-invested personal pension (SIPP) provided by Dentons Pension Management Limited (Dentons). In summary, Mr W says Dentons conducted little or no due dilige... (36 pages)View decision -
Decision Reference DRN-4780141
17 Dec 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4780141 The complaint Mr L complains about a car supplied to him under a conditional sale agreement taken out with Moneybarn No.1 Limited trading as Moneybarn (Moneybarn). What happened In September 2023, Mr L acquired a used car by entering into a conditional sale agreement with M... (5 pages)View decision -
Decision Reference DRN-5216687
17 Dec 2024 Metro Bank PLC Not upheldMortgagesDRN-5216687 The complaint Mr and Mrs S complain that Metro Bank PLC did not give them enough notice that the fixed interest rates on their buy-to-let mortgages were coming to an end. What happened Mr and Mrs S had three buy-to-let mortgages on an interest only basis with Metro. The mort... (4 pages)View decision -
Decision Reference DRN-5215769
17 Dec 2024 Prudential Lifetime Mortgages Limited Not upheldMortgagesDRN-5215769 The complaint Mr P1, the executor of the estate of his late brother Mr P, complains on behalf of Mr P’s estate that Prudential Lifetime Mortgages Limited mis-sold Mr P a lifetime mortgage. What happened In 2009, the late Mr P took out a lifetime mortgage with Prudential – wh... (3 pages)View decision
