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 371633 results
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Decision Reference DRN-5587017
3 Jun 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5587017 The complaint Mr S complains that The Royal Bank of Scotland Plc (RBS) hasn’t given him information about his mortgage in an appropriate format, and hasn’t provided good service when he tried to raise the issue. What happened Mr S took out his mortgage with RBS in around 200... (3 pages)View decision -
Decision Reference DRN-5307116
3 Jun 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5307116 The complaint Mrs E, Mr H, Mr L and Mr S complain about Allianz Insurance Plc’s handling of a subsidence claim. Allianz’s been represented by an agent for the claim. For ease of reading, I’ve referred to the actions of the agent as being Allianz’s own. Mr L owns the freehol... (2 pages)View decision -
Decision Reference DRN-5305373
3 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5305373 The complaint Mr O complains that Revolut Ltd won’t refund money he lost when he was a victim of a scam. Mr O is professionally represented, however, to keep things simple, I’ll refer to Mr O throughout my decision. What happened The background to this complaint is well kn... (4 pages)View decision -
Decision Reference DRN-5343768
3 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5343768 The complaint Miss J complains that Vanquis Bank Limited provided her with a credit card account and increased her credit limit which was unaffordable to her. She has also complained that Vanquis has created an unfair relationship under Section 140 of the Consumer Credit Act... (3 pages)View decision -
Decision Reference DRN-5431682
3 Jun 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5431682 The complaint Mrs F complains that Lowell Portfolio I Ltd (Lowell) have harassed her in pursuit of debts, she says they haven’t proved she owes to them. What happened This complaint centres around two different accounts which Lowell have been pursuing Mrs F for: Debt 1 –a ca... (3 pages)View decision -
Decision Reference DRN-5584049
3 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5584049 The complaint Mr P complains NewDay Ltd trading as Marbles Card (“NewDay”) gave him a credit card when he was already struggling. What happened In October 2021, Mr P applied for a credit card with NewDay. The application was accepted, and they provided him with an initial l... (3 pages)View decision -
Decision Reference DRN-5598797
3 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5598797 The complaint W has complained about what Aviva offered in settlement of its claim under its Mini Fleet Insurance policy. W is represented by a director, who I’ll refer to as Mr J. What happened One of W’s vehicles, which it bought new in September 2023, was damaged in an ac... (4 pages)View decision -
Decision Reference DRN-4997479
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4997479 The complaint Mr V complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr V is being represented by a third party. To keep things simple, I will refer to Mr V throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-5417509
3 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5417509 The complaint Miss D complains about the decline of a commercial property insurance claim by AXA Insurance UK Plc (‘AXA’). Some of Miss D’s dissatisfaction is about the actions of AXA’s appointed agents. As AXA have accepted responsibility for the actions of those agents, in... (5 pages)View decision -
Decision Reference DRN-5431533
3 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5431533 The complaint Mr R complains that The Prudential Assurance Company Limited (“Prudential”) failed to allow him to purchase an annuity from the firm. As a result Mr R complains that he has needed to pay a significant fee for financial advice in order to be provided with an ann... (3 pages)View decision
