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 369228 results
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Decision Reference DRN-4767495
11 Feb 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4767495 The complaint Mr W’s complaint is, in essence, that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr W and the late Mrs W were l... (3 pages)View decision -
Decision Reference DRN-5314735
11 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5314735 The complaint Mr D 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 D fell victim to a cryptocurrency investment scam. He says he found an advert on social media p... (10 pages)View decision -
Decision Reference DRN-5282613
11 Feb 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5282613 The complaint Miss T complains that Aviva Life & Pensions UK Limited (“Aviva)” won’t refund pension contributions that have been made on her behalf by her employer. What happened Miss T joined an Aviva pension plan in September 2023 as a result of an auto-enrolment schem... (2 pages)View decision -
Decision Reference DRN-5199567
11 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5199567 The complaint Mr J complains that Revolut Ltd failed to protect him when he fell victim to a cryptocurrency investment scam. Mr J is represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and has b... (11 pages)View decision -
Decision Reference DRN-5323571
11 Feb 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5323571 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (5 pages)View decision -
Decision Reference DRN-5253555
11 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5253555 The complaint Mr C complains that Aviva Insurance Limited mishandled his claim on a mobile phone insurance policy. What happened Mr C had a bank account that gave him certain benefits. One such benefit was mobile phone insurance underwritten by Aviva. That included cover fo... (3 pages)View decision -
Decision Reference DRN-5323608
11 Feb 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5323608 The complaint Mr W complains about how Haven Insurance Company Limited (‘Haven’) handled a claim on his motor insurance following an accident. Mr W is represented in this matter by his partner, Ms W. I’ll refer to both in my decision. What happened Mr W had commercial vehicl... (5 pages)View decision -
Decision Reference DRN-5165970
11 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5165970 The complaint Mrs A is unhappy Revolut Ltd (“Revolut”) won’t reimburse her for the money she lost when she fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mrs A s... (4 pages)View decision -
Decision Reference DRN-5315244
11 Feb 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5315244 The complaint Mrs S has complained about the length of time it took Phoenix Life Limited trading as Standard Life to successfully complete a transfer of her pension plan to a different pension provider. What happened Mrs S held a personal pension plan with Phoenix Life Limi... (5 pages)View decision -
Decision Reference DRN-4850898
11 Feb 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4850898 The complaint Mr T is unhappy that J.P. Morgan Europe Limited trading as Chase restricted and closed his account without notice. What happened The details of the complaint are well known to both parties so I won’t repeat them again here in detail. Instead I’ll focus on sett... (3 pages)View decision
