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 370149 results
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Decision Reference DRN-5324721
5 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5324721 The complaint Mr M and his mother Mrs M complain that Advantage Insurance Company Limited unfairly cancelled his motor insurance policy. What happened Mr M passed his driving test in about 2023. He lives in a part of the UK where new drivers are restricted to 45 miles per h... (5 pages)View decision -
Decision Reference DRN-5311522
5 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5311522 The complaint Mr V complains that Legal and General Assurance Society Limited weren’t transparent about the terms and conditions of his employer’s group critical illness policy. What happened Mr V is a beneficiary of his employer’s group scheme. He joined the scheme in April... (3 pages)View decision -
Decision Reference DRN-5338314
5 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5338314 The complaint Mr W complains about how Lloyds Bank General Insurance Limited handled and settled a claim he made under his household insurance following the loss of his hearing aids. What happened Mr W holds a policy of home insurance, which is provided by Lloyds Bank Gener... (3 pages)View decision -
Decision Reference DRN-5370570
5 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5370570 The complaint Miss R is unhappy that Inter Partner Assistance SA have declined to settle a claim she made on her travel insurance in full. What happened Miss R was going on a holiday which involved taking a connecting flight. She was at the airport and was due to board her s... (4 pages)View decision -
Decision Reference DRN-5275057
5 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5275057 The complaint Mr W’s complaint is about the handling of a legal expenses claim by The National Farmers' Union Mutual Insurance Society Limited (“NFU”). What happened In January 2020, Mr W made a claim under his policy with NFU, as he wanted to take legal action against ... (7 pages)View decision -
Decision Reference DRN-5356892
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5356892 The complaint Mr E complains that Revolut Ltd won’t refund money he lost when he fell victim to an employment scam. Mr E is being represented by a claims management company in this complaint. What happened The full details of this complaint are well-known to both parties a... (11 pages)View decision -
Decision Reference DRN-5325035
5 Mar 2025 Vitality Health Limited UpheldInsuranceDRN-5325035 The complaint Mrs F is unhappy with the service she received from Vitality Health Limited when she made a claim on her private medical insurance policy. What happened Mrs F made a claim on her private medical insurance policy which was declined. Mrs F complained to Vitality,... (2 pages)View decision -
Decision Reference DRN-5143120
5 Mar 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5143120 The complaint Mr D is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Nissan Financial Services (RCI) was of an unsatisfactory quality. Mr D is represented in this matter by his partner Mrs D. For ease of rea... (4 pages)View decision -
Decision Reference DRN-5373129
5 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5373129 The complaint Mr J complains that the car he acquired through Stellantis Financial Services UK Limited (“SFS”) wasn’t of satisfactory quality. He wants to reject the car and have the finance agreement cancelled. What happened Mr J entered into a conditional sale agreement in... (5 pages)View decision -
Decision Reference DRN-5281130
5 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5281130 The complaint Miss F complains that J.P. Morgan Europe Limited trading as Chase (Chase) changed the account from which payments were debited, without her authority. This caused inconvenience and affected her trust in Chase. What happened In July 2024, Miss F raised an accou... (2 pages)View decision
