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 364766 results
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Decision Reference DRN-5367487
3 Mar 2025 Metro Bank PLC UpheldConsumer CreditDRN-5367487 The complaint Mr L has complained about a loan Metro Bank PLC trading as Ratesetter provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. What happened In February 2022 Mr L applied online for a £10,000 fixed sum loan with RateSet... (3 pages)View decision -
Decision Reference DRN-5367980
3 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5367980 The complaint Miss N has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In September 2023, Miss N entered into a 25 month fixed sum loan ... (5 pages)View decision -
Decision Reference DRN-5330814
3 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5330814 The complaint Ms R and Mr R complain that ARAG Legal Expenses Insurance Company Limited unfairly declined a claim under their legal expenses insurance policy. Where I refer to ARAG, this includes the actions of its agents and claims handlers for which it takes responsibilit... (3 pages)View decision -
Decision Reference DRN-5140016
3 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5140016 The complaint Mrs J complains about Lloyds Bank PLC (“Lloyds”). She says that it failed to protect her from a scam and would like it to refund her the money she has lost. Mrs J’s complaint has been referred to this service by a professional representative but for the sake of... (3 pages)View decision -
Decision Reference DRN-5173015
3 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5173015 The complaint Mr N complains Revolut Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t believe it has treated him fairly. What happened A summary of what happened is below. In February 2024, several payments came into Mr... (3 pages)View decision -
Decision Reference DRN-4965674
3 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4965674 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost when he fell victim to a scam. What happened Mr B says that he received a call from someone who impersonated his bank and told him about suspected fraudulent transactions on his account... (4 pages)View decision -
Decision Reference DRN-4985545
3 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4985545 The complaint Mr S has complained, with the help of his representatives, about a transfer of his ReAssure Limited (‘ReAssure’) personal pensions to a small self-administered scheme (SSAS) in January 2015. Mr S’ SSAS was subsequently used to invest in a fractional ownership o... (9 pages)View decision -
Decision Reference DRN-5366600
3 Mar 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5366600 The complaint Mr A has complained about Aioi Nissay Dowa Insurance UK Limited. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy and about the poor service he received. What happened I looked at ... (3 pages)View decision -
Decision Reference DRN-4946660
3 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4946660 The complaint Mr E complains that Santander UK Plc (‘Santander’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr E was referred by a friend to a firm of solicitors I’ll refer to as S in this decision to submit a naturalisation appli... (2 pages)View decision -
Decision Reference DRN-5334182
3 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5334182 The complaint Mr and Mrs S are unhappy their claim for damage to their property following torrential weather has been declined by Aviva Insurance Limited (“Aviva”) under their home insurance policy. What happened Mr and Mrs S made a claim to Aviva following torrential rainfa... (2 pages)View decision
