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 382298 results
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Decision Reference DRN-5887819
11 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5887819 The complaint Mrs G, as trustee of the G Trust, complains about a reviewable whole of life policy the trust holds with Aviva Life & Pensions UK Limited. She’s unhappy with how much the policy is now worth after having paid into for many years. She’s also unhappy with the... (3 pages)View decision -
Decision Reference DRN-5849260
11 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5849260 The complaint Mr S complains about the settlement offered by esure Insurance Limited (esure) on a claim he made on a motor insurance policy. What happened Mr S insured his car with esure. He made a claim for damage to the car and after assessing the damage, esure said the ca... (2 pages)View decision -
Decision Reference DRN-5917238
11 Nov 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5917238 The complaint Mrs G is unhappy that a car supplied to her under a hire agreement with RCI Financial Services Limited trading as Mobilize Finance (RCI) was of an unsatisfactory quality. What happened In January 2025 Mrs G was supplied with a new car through a hire agreement ... (6 pages)View decision -
Decision Reference DRN-5756848
11 Nov 2025 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. Not upheldInsuranceDRN-5756848 The complaint Mr W is unhappy with how Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. (Telefonica) has dealt with gadget insurance claim. What happened Mr W has a gadget insurance policy with Telefonica, who is also the underwriter. Mr W insured his Apple Watch ... (2 pages)View decision -
Decision Reference DRN-5413214
11 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5413214 THE COMPLAINT Mr G complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr G is represented by Rothley Law Limited in this matter. However, where appropriate, I will refer to Mr G solely in this decision for eas... (3 pages)View decision -
Decision Reference DRN-5425783
11 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5425783 THE COMPLAINT Mr G complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr G is represented by Rothley Law Limited in this matter. However, where appropriate, I will refer to Mr G solely in this decision for eas... (4 pages)View decision -
Decision Reference DRN-5913394
11 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5913394 The complaint Mr C and Mr E complain that Mr C was unable to use Great Lakes Insurance UK Limited’s portal to make his travel insurance claim. My references to Great Lakes include its agents. As Mr C has taken the lead on the claim and complaint I’ll refer to Mr C to include... (3 pages)View decision -
Decision Reference DRN-5794226
11 Nov 2025 Goldman Sachs International Bank Not upheldBanking and PaymentsDRN-5794226 The complaint Miss C complains that Goldman Sachs International Bank trading as Marcus by Goldman Sachs (‘Marcus’) won’t reimburse money she lost when she fell victim to an investment scam. Miss C is professionally represented, however, to keep things simple, I’ll refer to M... (4 pages)View decision -
Decision Reference DRN-5825894
11 Nov 2025 abrdn Financial Planning And Advice Limited Not upheldPensions and AnnuitiesDRN-5825894 The complaint Mr M complains that abrdn Financial Planning and Advice Limited (‘abrdn’) provided him with an inadequate service in terms of ongoing advice about his pension. He also thinks that the advice he did receive was potentially unsuitable for him. What happened Mr M ... (9 pages)View decision -
Decision Reference DRN-5940640
11 Nov 2025 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-5940640 The complaint Ms D’s complaint about Quilter Financial Services Limited (‘Quilter’) concerns the advice she received from an appointed representative of Quilter (I will only refer to Quilter for ease going forward) to transfer or switch three existing pensions held with othe... (11 pages)View decision
