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 381195 results
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Decision Reference DRN-5685022
15 Jul 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5685022 The complaint Mr E is unhappy with the service he’s received from Legal and General Assurance Society Limited in relation to an income protection claim. What happened Mr E successfully claimed on an income protection policy because he was too unwell to work. Mr E complained ... (4 pages)View decision -
Decision Reference DRN-5694633
15 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5694633 The complaint Mr W 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 W fell victim to a cruel investment scam. After responding to an advert he saw on social media ... (6 pages)View decision -
Decision Reference DRN-5678098
15 Jul 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5678098 The complaint Mr G has complained about the way Highway Insurance Company Limited dealt with a third-party claim against him under his motor insurance policy. What happened Mr G was involved in an accident with a third-party vehicle. He reported the incident to Highway. Hig... (4 pages)View decision -
Decision Reference DRN-5683151
15 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5683151 The complaint Mr and Mrs W complained that Aviva Insurance Limited charged them two excesses when they made a claim on their travel insurance policy. What happened Mr and Mrs W took out travel insurance that was underwritten by Aviva. In March 2025 they made a claim for ... (2 pages)View decision -
Decision Reference DRN-5693964
15 Jul 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5693964 The complaint Mr and Mrs J have complained that Great Lakes Insurance SE declined a claim made under their annual travel insurance policy. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary Mr and Mrs P... (3 pages)View decision -
Decision Reference DRN-5502257
15 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5502257 The complaint Mr M, using a professional representative (“the PR”), has complained that MBNA Limited (‘the Lender’) acted unfairly and unreasonably by (1) declining to pay a claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’) and (2) participating in an unfair... (8 pages)View decision -
Decision Reference DRN-5203025
15 Jul 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5203025 The complaint Mr D complains Hargreaves Lansdown Asset Management Limited (‘HLAM’) didn’t allow him to cancel an order online and so his investment was sold when he didn’t want it to be. What happened Mr D had a stocks and shares ISA with HLAM. And HLAM provided services to ... (4 pages)View decision -
Decision Reference DRN-5694548
15 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5694548 The complaint Mrs E is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs E fell victim to a cruel investment scam after she responded to an advert on social media. ... (6 pages)View decision -
Decision Reference DRN-5579850
15 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5579850 The complaint and background Mr C complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to an investment scam in October 2023, resulting in the loss of over £70,000. Our investigator didn’t uphold the complaint. In summary, she felt that ... (2 pages)View decision -
Decision Reference DRN-5638903
15 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5638903 The complaint Mr A complains about the way in which Nationwide Building Society handled his claim for a refund after a holiday company did not provide a satisfactory service and then left him to make his own way home from a holiday in south America. He says that Nationwide s... (4 pages)View decision
