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-5553935
20 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5553935 The complaint Mr and Mrs P complained that their home insurance policy with Aviva Insurance Limited (“Aviva”) didn’t automatically renew. What happened When Mr and Mrs P set-up their policy with Aviva, they requested it be set-up with direct debit payments and to be automati... (3 pages)View decision -
Decision Reference DRN-5546289
20 May 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5546289 The complaint Mrs M complains that Secure Trust Bank Plc incorrectly searched her credit report. What happened Mrs M applied for motor finance with Secure Trust Bank (trading as Moneyway). The application was made via a credit broker called Hippo Vehicle Solutions Ltd. Mrs M... (2 pages)View decision -
Decision Reference DRN-5515728
20 May 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5515728 The complaint Mr F, who is represented by a third party, complains that Oodle Financial Services Limited (“Oodle”), trading as Oodle Car Finance, irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In July 2018, Mr F acquired a use... (3 pages)View decision -
Decision Reference DRN-5105366
20 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5105366 The complaint Mr M has complained that National Westminster Bank Public Limited Company (NatWest) won’t refund the money he lost after falling victim to a scam. What happened In mid-2024, Mr M fell victim to a rental scam. A scammer posed as a landlord, saying they were base... (2 pages)View decision -
Decision Reference DRN-5118776
20 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5118776 The complaint Ms H complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (7 pages)View decision -
Decision Reference DRN-5069754
20 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5069754 The complaint Mr A complains that Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr A came across a celebrity endorsed cryptocurrency investment online. He completed a contact form and the scam firm responde... (2 pages)View decision -
Decision Reference DRN-5572270
20 May 2025 British Gas Services Limited UpheldInsuranceDRN-5572270 The complaint Mr T complains that British Gas Services Limited gave him incorrect information about his entitlement to an annual service under his home emergency policy. He’s also unhappy about the customer service he received from British Gas. What happened In July 2023, Mr... (4 pages)View decision -
Decision Reference DRN-5545420
20 May 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5545420 The complaint Miss A complains that Capital One (Europe) plc (Capital One) irresponsibly lent to her when they agreed to two credit cards accounts and a subsequent credit limit increase What happened In May 2021 Miss A applied for a credit card account with Capital One. Her ... (4 pages)View decision -
Decision Reference DRN-5571968
20 May 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5571968 The complaint Two charities, which I will collectively refer to as C, complain about the sale of its commercial insurance policy by Arthur J. Gallagher Insurance Brokers Limited (AJG). C has experienced an event that is not covered by the policy it was sold, and considers AJ... (6 pages)View decision -
Decision Reference DRN-5512080
20 May 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5512080 The complaint Mr S complains about Inter Partner Assistance SA’s (IPA’s) decision in relation to his claim against a travel insurance policy. Reference to IPA includes its agents. What happened Mr S has travel insurance as a benefit of his credit card account. His suitcase ... (3 pages)View decision
