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 384131 results
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Decision Reference DRN-5663607
20 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5663607 The complaint Miss L complains about the way Lloyds Bank General Insurance Limited renewed her home insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: • Miss L took out home insurance with Lloyds in 2019. The policy rene... (3 pages)View decision -
Decision Reference DRN-5803611
20 Nov 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5803611 The complaint Mr D complains Yorkshire Building Society didn’t want to transfer the funds in his cash ISA to another provider. He complains his transfer as a result took over a month – and only then because he chased. What happened Mr D had a cash ISA with Yorkshire Building... (2 pages)View decision -
Decision Reference DRN-5905418
20 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5905418 The complaint Mr M is unhappy that Aviva Life & Pensions UK Limited mis-sold him an income protection policy in 1996 (‘the 1996 policy’). All reference to Aviva includes the company which originally sold the policy to Mr M. What happened At the time the policy was sold... (3 pages)View decision -
Decision Reference DRN-5706816
20 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5706816 The complaint Mr S complains that Revolut Ltd (Revolut) is refusing to refund the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr S and his partner... (5 pages)View decision -
Decision Reference DRN-5812570
20 Nov 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5812570 The complaint Mr C complains that BUPA Insurance Limited (‘Bupa’) didn’t renew his dental insurance policy and didn’t tell him about this. What happened Mr C held dental insurance cover with Bupa, and this renewed each year. Bupa then decided to withdraw the policy from the... (3 pages)View decision -
Decision Reference DRN-5892704
20 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5892704 The complaint Ms Y says Lendable Ltd irresponsibly lent to her. What happened Ms Y took out a 60-month instalment loan for £5,000 from Lendable on 2 February 2023. There was a loan fee of £370 and the monthly repayments were £169.17. Ms Y says Lendable should not have lent ... (3 pages)View decision -
Decision Reference DRN-5926310
20 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5926310 The complaint Mrs M complains about the quality of a vehicle she acquired through a hire purchase agreement financed by MotoNovo Finance Limited (MotoNovo). What happened In October 2021 Mrs M acquired a new car through a hire purchase agreement. The car was around 10 month... (4 pages)View decision -
Decision Reference DRN-5817010
20 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5817010 The complaint Mr N complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened Mr N has said he was sent an advert to his phone which was endorsed by a celebrity regarding cryptocurrency. Mr N has said he felt it was legitimate due to the celebri... (2 pages)View decision -
Decision Reference DRN-5965551
20 Nov 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5965551 The complaint Mrs N has complained about how Bank of Scotland plc has treated her in respect of her mortgage account. Although the mortgage is in joint names, Mrs N is estranged from the second borrower, and they have played no part in this complaint. Any reference to Mrs N ... (5 pages)View decision -
Decision Reference DRN-5946189
20 Nov 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5946189 The complaint Mr R is unhappy with the actions of THE CO-OPERATIVE BANK P.L.C (‘The Co-op’) after he made payments to a clinic for treatments which he subsequently doesn’t think is operating legitimately. He believes The Co-op misadvised him about which payments he could rai... (9 pages)View decision
