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 388057 results
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Decision Reference DRN-5071689
18 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5071689 The complaint Mrs H complains that Wise Payments Limited have failed to refund £15,270 she says she lost to a crypto investment scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored t... (3 pages)View decision -
Decision Reference DRN-5702266
18 Jul 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5702266 The complaint Mr and Mrs S have complained about Inter Partner Assistance SA’s (“IPA”) handling and decline of a claim made under their travel insurance policy. References to IPA in this decision also include its authorised agents. What happened The background to this compla... (3 pages)View decision -
Decision Reference DRN-5702264
18 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5702264 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’) and (2) b... (4 pages)View decision -
Decision Reference DRN-5349901
18 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5349901 The complaint Mr R, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of an investment & ' What happened The details of this complaint are well known to both parties, so I will not repeat everything... (3 pages)View decision -
Decision Reference DRN-5693043
18 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5693043 The complaint Ms Y is unhappy with what Liverpool Victoria Insurance Company Limited did after she made a claim on her legal expenses insurance policy. What happened In 2024 Ms Y paid a reservation fee to a developer for a new build property. The sale was expected to comple... (4 pages)View decision -
Decision Reference DRN-5668258
18 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5668258 The complaint Miss G complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In May 2023 Miss G purchased a used car from a dealer at a cost of £28,500. She paid a deposit of £... (3 pages)View decision -
Decision Reference DRN-5669370
18 Jul 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5669370 The complaint Mrs C complains Royal & Sun Alliance Insurance Limited turned down a claim she made on her legal expenses insurance policy. What happened In August 2024 Mrs C contacted RSA seeking assistance with a constructive dismissal claim. After reviewing matters RSA ... (3 pages)View decision -
Decision Reference DRN-5700826
18 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5700826 The complaint Mr L complains about how Admiral Insurance (Gibraltar) Limited handled a claim on his car insurance policy. What happened Mr L’s car unfortunately suffered flood damage in September 2024. He called Admiral to raise a claim. Admiral completed a desk top assessme... (4 pages)View decision -
Decision Reference DRN-5446979
18 Jul 2025 Gracombex Ltd Not upheldConsumer CreditDRN-5446979 The complaint Mr B complains Gracombex Ltd trading as The Money Platform (“Gracombex”) didn’t carry out proportionate affordability checks before it approved him for loans. Had it done so it would’ve realised he had high levels of debt. What happened A summary of Mr B’s bor... (5 pages)View decision -
Decision Reference DRN-5252754
18 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5252754 The complaint Mr D is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he 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, Mr D was c... (3 pages)View decision