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 369227 results
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Decision Reference DRN-5286662
21 Feb 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5286662 The complaint Mr B complains about how BUPA Insurance Limited handled his claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What I’ve decided – and... (2 pages)View decision -
Decision Reference DRN-5216412
21 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5216412 The complaint Mr B says UKI Insurance Limited made the wrong decision about liability when he made a claim on his motor insurance policy after an accident. What happened Mr B was in the left-hand lane of a roundabout, intending to leave it at the second major exit. A car th... (2 pages)View decision -
Decision Reference DRN-4521380
21 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4521380 The complaint Mr T is unhappy that Santander UK Plc has decided not to refund him after he was the victim of an authorised push payment (APP) scam. What happened Mr T said he was looking to invest after receiving some inheritance money. Mr T says he was introduced to an inv... (6 pages)View decision -
Decision Reference DRN-4779556
21 Feb 2025 eToro (UK) Ltd UpheldInvestmentsDRN-4779556 The complaint Mr A has complained about the difficulties he experienced when trying to deposit funds into his trading account with eToro (UK) Limited (‘eToro’). Because of this, Mr A couldn’t trade as he wished, and has lost out on the potential profit. What happened Mr A h... (5 pages)View decision -
Decision Reference DRN-5011746
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5011746 The complaint Miss S is unhappy that Monzo Bank Ltd (“Monzo”) hasn’t refunded the money she lost when she fell victim to an investment scam. What happened Miss S said in September 2023 she saw an advertisement on an article she found on a social media site. It was about an ... (6 pages)View decision -
Decision Reference DRN-5104540
21 Feb 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5104540 The complaint Mr M has complained about a loan Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. What happened On 1 March 2024 Mr M applied online for a £6,000 fi... (3 pages)View decision -
Decision Reference DRN-4951411
21 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4951411 The complaint Miss S is unhappy that Revolut Ltd (“Revolut”) hasn’t refunded the money she lost when she fell victim to an investment scam. What happened Miss S said in September 2023 she saw an advertisement on an article she found on a social media site. It was about an i... (5 pages)View decision -
Decision Reference DRN-5329681
21 Feb 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5329681 The complaint Miss R complains, through her representatives, that Options UK Personal Pensions LLP (“Options”) previously Carey Pensions UK - didn’t carry out adequate due diligence as regards her Self-Invested Personal Pension (SIPP). What happened Although Miss R is repres... (18 pages)View decision -
Decision Reference DRN-5238331
21 Feb 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5238331 The complaint Miss A complains that AXA PPP Healthcare Limited applied a term on her private health insurance policy. What happened Miss A holds private health insurance cover, provided by AXA. She’s unhappy because AXA applied a term on her policy which meant that it will ... (2 pages)View decision -
Decision Reference DRN-5322382
21 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5322382 The complaint Miss F has complained that the service she received from Aviva Insurance Limited when she made a claim under her motor policy was poor, to include little explanation over the market value of her car, plus confusing instructions in relation to the hire car she w... (3 pages)View decision
