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 380824 results
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Decision Reference DRN-5336236
30 Jun 2025 Vitality Life Limited UpheldInsuranceDRN-5336236 The complaint Miss T is unhappy with what happened when she made a claim on her income protection policy with Vitality Life Limited. What happened In April 2023 Miss T took out an income protection through a broker whilst arranging her mortgage. The policy was underwritten ... (4 pages)View decision -
Decision Reference DRN-5578835
30 Jun 2025 Pendragon Finance and Insurance Services Limited Not upheldConsumer CreditDRN-5578835 The complaint Mr J complains that Pendragon Finance and Insurance Services Limited misled him about the terms on which he would be able to obtain motor finance without telling him in advance. I’ll refer to it under its trading style of Evans Halshaw. What happened On 29 May ... (3 pages)View decision -
Decision Reference DRN-5657948
30 Jun 2025 Pathlines Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5657948 The complaint Mrs M had a self-invested personal pension (“SIPP”) with Pathlines Pensions (UK) Limited (formerly called London & Colonial Services Ltd) (“L&C”). Mrs M says L&C mismanaged her SIPP and as a result it allowed investments to be made that were not ap... (19 pages)View decision -
Decision Reference DRN-5574649
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5574649 The complaint Mr S complains Revolut Ltd (‘Revolut’) won’t reimburse over £44,000 that he lost when he fell victim to an cryptocurrency investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview ... (3 pages)View decision -
Decision Reference DRN-5446528
30 Jun 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5446528 The complaint Mr C has complained that Inter Partner Assistance SA (IPA) unreasonably declined to pay his claim for liquid damage to his mobile phone under the gadget insurance section of his travel policy. Mr C is represented by his wife Mrs C. The policy provides cover fo... (3 pages)View decision -
Decision Reference DRN-5441425
30 Jun 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5441425 The complaint The estate of Miss L (the estate) complains that Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited (Cabot) are refusing to honour a reduced settlement they sent to the late Miss L prior to her passing. What happened The late Miss... (2 pages)View decision -
Decision Reference DRN-5603795
30 Jun 2025 Handelsbanken plc Not upheldMortgagesDRN-5603795 The complaint Mrs H complains Handelsbanken plc trading as Handelsbanken had carried out a credit search without her permission. She didn’t accept that this was just because of arrears on the mortgage. She wanted us to look into wider issues about her treatment, and reposses... (3 pages)View decision -
Decision Reference DRN-5038739
30 Jun 2025 Curve UK Limited Not upheldBanking and PaymentsDRN-5038739 The complaint Mr K complains that Curve UK Limited (Curve) processed a payment that he had not authorised. What happened Mr K who has an account with Curve, complains that it covered a payment which he had blocked with his underlying card issuer, meaning it debited his acco... (3 pages)View decision -
Decision Reference DRN-5575966
30 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5575966 The complaint Mr C complains about how Admiral Insurance (Gibraltar) Limited (Admiral) handled a claim under his motor insurance policy for damage to his vehicle in an accident. He says additional damage was caused to his vehicle while in the possession of Admiral’s approved... (4 pages)View decision -
Decision Reference DRN-5601420
30 Jun 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5601420 The complaint Mr B complains about the advice given by HARBOUR ROCK CAPITAL LIMITED trading as Pension Access (Pension Access) to transfer the benefits from his defined-benefit (‘DB’) Occupational Pension Scheme (OPS) to a Self-Invested Personal Pension (‘SIPP’). He says the... (6 pages)View decision
