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-5527599
30 Jun 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5527599 The complaint Miss R and Mr W complained that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly avoided (treated it as though it never existed) their home buildings insurance policy. I’ll refer to Miss R in my decision for ease. What happened In January 2023 Miss R m... (3 pages)View decision -
Decision Reference DRN-5195555
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5195555 The complaint Mr B complains that Revolut Ltd won’t refund money he lost to a scam. A firm represents Mr B, but for ease, I have only referred to Mr B in this decision. What happened Mr B made the following transfers towards what he thought was a legitimate cryptocurrency in... (4 pages)View decision -
Decision Reference DRN-5602135
30 Jun 2025 CIGNA Life Insurance Company of Europe SA-NV Not upheldInsuranceDRN-5602135 The complaint Ms B has complained that CIGNA Life Insurance Company of Europe SA-NV has added an exclusion to a private medical insurance policy. What happened The policy started on 10 January 2020. It doesn’t provide cover for pre-existing medical conditions. When applying... (3 pages)View decision -
Decision Reference DRN-5644486
30 Jun 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5644486 The complaint Miss O complains that she was mis-sold her HomeCare policy by British Gas Insurance Limited as in September 2024 she was told her BoilerMate cylinder couldn’t be repaired as the parts needed weren’t available. So she required a new boiler and had to take out fi... (5 pages)View decision -
Decision Reference DRN-5656339
30 Jun 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5656339 The complaint Mr R has complained about the way Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“MHCC”) handled an application for a lease agreement. What happened The circumstances of the complaint are well known to the parties so I won’t go over everythi... (4 pages)View decision -
Decision Reference DRN-5242676
30 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5242676 The complaint Mr I complains National Westminster Bank Public Limited Company (“NatWest”) didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr I said he heard about a cryptocurrency investment opportunity from a friend wh... (3 pages)View decision -
Decision Reference DRN-5656434
30 Jun 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5656434 The complaint Ms K complains Loans 2 Go Limited (L2G) acted irresponsibly by approving her for lending which was unaffordable. Ms K also complains the interest rate L2G charged her was grossly excessive. Ms K is represented in this complaint by Mr M but, for ease, I’ll refer... (4 pages)View decision -
Decision Reference DRN-5346876
30 Jun 2025 Zurich Assurance Ltd Not upheldPensions and AnnuitiesDRN-5346876 The complaint Mr A complained that Zurich Assurance Ltd (Zurich) did not claim tax relief from HMRC on his pension contributions, leading to a financial loss. He would like Zurich to compensate him for this loss, including lost investment growth. What happened I have revie... (5 pages)View decision -
Decision Reference DRN-5656099
30 Jun 2025 Intrum Mortgages UK Finance Limited UpheldMortgagesDRN-5656099 The complaint Mr and Mrs Y complain that Intrum Mortgages UK Finance Limited has charged them an unfairly high rate of interest on their mortgage account. They complain they’ve been overcharged for years and would like the rate reduced to a fair rate that reflects the Financ... (8 pages)View decision -
Decision Reference DRN-5349460
30 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5349460 The complaint Mr K complains about a claim he made to Lloyds Bank PLC (Lloyds) in respect of a deposit not having been returned following the cancellation of a contract. What happened In January 2024, Mr K paid a £5,812 deposit to a merchant who I’ll call A. Mr K contracted ... (4 pages)View decision
