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 380824 results
-
Decision Reference DRN-5479098
16 Jul 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5479098 The complaint Mr K’s complaint is about the settlement offered by Financial & Legal Insurance Company Ltd in relation to a claim made under his commercial motor insurance policy. What happened Mr K is a taxi driver. In May 2024, he had an accident in the car he uses for ... (4 pages)View decision -
Decision Reference DRN-5572269
16 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5572269 The complaint Mr O is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr O fell victim to a cruel investment scam after responding to an advert he saw on social media. ... (3 pages)View decision -
Decision Reference DRN-5596283
16 Jul 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5596283 The complaint Mr C complains that Madison CF UK Limited trading as 118 118 Money have irresponsibly lent to him. Mr C is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made a... (2 pages)View decision -
Decision Reference DRN-5567991
16 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5567991 The complaint Mrs J and Mrs J have complained that Admiral Insurance (Gibraltar) Limited declined a cancellation claim under a travel insurance policy. What happened The background to this complaint is well known to the parties. In summary Mrs J had an annual multi trip trav... (2 pages)View decision -
Decision Reference DRN-5604421
16 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5604421 The complaint Ms R is unhappy with what Liverpool Victoria Insurance Company Limited did after she made a claim on her legal expenses insurance policy. All references to LV include its agents and claims handlers. What happened In December 2023 Ms R contacted the legal helpli... (5 pages)View decision -
Decision Reference DRN-5643067
16 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5643067 The complaint Mr A complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim under his motor insurance policy. Admiral has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of Admiral’s agents as being its ... (6 pages)View decision -
Decision Reference DRN-5634565
16 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5634565 The complaint Mr M complains about the actions of Clydesdale Bank Plc trading as Virgin Money in relation to a credit card account he has with it. What happened Mr M has made numerous complaints points about the things he says Virgin Money got wrong. I have summarised what ... (2 pages)View decision -
Decision Reference DRN-5331695
16 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5331695 The complaint Mr W complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by an investment which he says was fraudulent, or to help him recover the money once he’d reported the loss to it. What happened The detailed background to this... (3 pages)View decision -
Decision Reference DRN-5695666
16 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5695666 The complaint Mr M’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an unfair credi... (18 pages)View decision -
Decision Reference DRN-5466062
16 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5466062 The complaint A company which I’ll call ‘B’ complains that Santander UK Plc (Santander) acted unreasonably when it closed its business accounts. B has been represented in this complaint by one of its directors, Mr N. What happened The background to this complaint is well k... (4 pages)View decision
