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 367928 results
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Decision Reference DRN-4873735
23 Dec 2024 Great Lakes Insurance SE Not upheldInsuranceDRN-4873735 The complaint A limited company, which I will refer to as F, complains about the decision of Great Lakes Insurance SE to decline its marine insurance claim for damage. What happened The following is intended only as a brief summary of events. Additionally, whilst other parti... (4 pages)View decision -
Decision Reference DRN-4702269
23 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4702269 The complaint Mr D complains about the quality of a used car that was supplied through a hire purchase agreement with BMW Financial Services GB trading as BMW financial services. What happened The circumstances surrounding this complaint and my initial findings were set out ... (5 pages)View decision -
Decision Reference DRN-5130569
23 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5130569 The complaint Mrs W complains Revolut Ltd won’t reimburse funds that she lost when she fell victim to an investment scam. What happened Our investigator didn’t uphold the complaint. She said Mrs W had confirmed one transfer as having been made to the scam, which was £950 to... (1 page)View decision -
Decision Reference DRN-5189070
23 Dec 2024 Tesco Underwriting Limited UpheldInsuranceDRN-5189070 The complaint Mrs P and Mr P complain about Tesco Underwriting Limited’s proposed settlement of a home insurance claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, concentrating on the key issues. M... (3 pages)View decision -
Decision Reference DRN-5088309
23 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5088309 The complaint Mr A complains that Wise Payments Limited closed his account without notice and has not returned funds to him. What happened Mr A lives outside the UK. In July 2022 he opened a multi-currency account with Wise. He has used the account to receive and make paymen... (2 pages)View decision -
Decision Reference DRN-5167963
23 Dec 2024 Madison CF UK Limited Not upheldConsumer CreditDRN-5167963 The complaint Mr O complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to him. Mr O is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as bei... (3 pages)View decision -
Decision Reference DRN-5206982
23 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5206982 The complaint Mr J complains about the service provided by National Westminster Bank Plc (‘NatWest’) after it blocked two payments he sent to a credit card. What happened Mr J approved two payments to a credit card using the NatWest mobile banking application (‘app') o... (3 pages)View decision -
Decision Reference DRN-5210752
23 Dec 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5210752 The complaint Mr and Mrs C, who are represented by a professional representative (“PR”) complain that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) used an unauthorised credit broker in granting them a loan. What happened On 23 May 2011 (“the Tim... (2 pages)View decision -
Decision Reference DRN-5172451
23 Dec 2024 Acromas Insurance Company Limited Not upheldInsuranceDRN-5172451 The complaint Mr N has complained that Acromas Insurance Company Limited (‘Acromas’) turned down a claim he made on the parts and garage/breakdown repair cover he had for his car. What happened Mr N took out parts and garage cover as an optional extra alongside a membership... (3 pages)View decision -
Decision Reference DRN-5228958
23 Dec 2024 Aviva Equity Release UK Limited UpheldMortgagesDRN-5228958 The complaint Mr and Mrs C are unhappy with how Aviva Equity Release UK Limited has allocated some voluntary partial repayments (“VPR”) they’ve made to their lifetime mortgage. What happened Mr and Mrs C took out this lifetime mortgage in December 2017 through a mortgage bro... (7 pages)View decision
