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 380824 results
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Decision Reference DRN-5565296
29 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5565296 The complaint Mr D complained about Admiral Insurance (Gibraltar) Limited’s actions after a claim on his motor insurance policy resulted in a county court judgement (CCJ) being taken against him. What happened Mr D said that Admiral took too long to settle a third party’s cl... (2 pages)View decision -
Decision Reference DRN-5635484
29 Aug 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5635484 The complaint Mr J has complained about the process of withdrawing his pension funds from The Prudential Assurance Company Limited (‘Prudential’). Mr J states he tried to withdraw his pension monies several times – starting in 2021 - but was unable to do so until October 202... (4 pages)View decision -
Decision Reference DRN-5457436
29 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5457436 The complaint Ms L complains about a debt owing to Black Horse Limited (“Black Horse”) which has now been sold on to a third party. What happened Ms L voluntarily terminated a hire purchase agreement in 2021. The hire purchase agreement had been taken in 2018 with Black Hors... (3 pages)View decision -
Decision Reference DRN-5717637
29 Aug 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5717637 The complaint Mr M complains that Capquest Debt Recovery Limited (Capquest) were pursuing him for a debt they should have know was statute barred. What happened I issued my provisional findings on this case on 24 June 2025 (below). The complaint Mr M complains that Capquest ... (4 pages)View decision -
Decision Reference DRN-5667173
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5667173 The complaint Mr N complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr N applied for an Aqua credit card in February 2020. In his application, Mr N said he was earning £23,000 a year that Aqua calculate... (2 pages)View decision -
Decision Reference DRN-5779117
29 Aug 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5779117 The complaint A limited company, which I will refer to as H, complains about the decline of its commercial motor insurance claim by Accredited Insurance (Europe) Ltd. What happened The following is intended only as a summary of the events leading to this complaint. Additiona... (4 pages)View decision -
Decision Reference DRN-5507208
29 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5507208 The complaint J, a limited company, complains that Wise Payments Limited (“Wise”) hasn’t refunded funds it says it lost as the result of a scam. The director of J, Mr K, made the complaint on its behalf and has referred it to us via a representative. For ease of reading in ... (3 pages)View decision -
Decision Reference DRN-5623561
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5623561 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr S throughout this decision. What happened In summary, Mr S says that, in August 2... (3 pages)View decision -
Decision Reference DRN-5599405
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5599405 The complaint Mr G complains about Bank of Scotland plc, trading as Halifax, only giving him a partial refund when he became a victim of an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ... (5 pages)View decision -
Decision Reference DRN-5441257
29 Aug 2025 Forester Life Limited Not upheldInvestmentsDRN-5441257 The complaint Mr G complains Forester Life Limited (‘Forester’) moved assets that had been held in trust into his own account outside the trust and so caused him a tax liability. The tax liability reduced the money available to pass to Mr G’s daughter who was to have been th... (6 pages)View decision
