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 367300 results
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Decision Reference DRN-5171003
18 Mar 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5171003 The complaint Mrs M complains that Loans 2 Go Limited trading as Loans 2 Go irresponsibly lent her four personal loans. She also complains that the interest it charged took advantage of her vulnerability. She said she was in financial difficulty when she took out the loans a... (4 pages)View decision -
Decision Reference DRN-5349607
18 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5349607 The complaint Mr R complains he could not change his email address with Kroo Bank Ltd via its app. Kroo then rejected the identification documents he uploaded, causing Mr R distress and inconvenience. What happened Mr R explained he needed to change the email address Kroo h... (3 pages)View decision -
Decision Reference DRN-5364515
18 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5364515 The complaint Mrs S complains about how Ageas Insurance Limited (Ageas) handled and settled a claim she made on her motor insurance policy. What happened Mrs S holds a motor insurance policy with Ageas. When she was involved in an accident she made a claim for the damage. Ag... (2 pages)View decision -
Decision Reference DRN-5305265
18 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5305265 The complaint Mr P complains TSB Bank plc hasn’t paid him the switch bonus he was told he’d receive. What happened Mr P says he switched his main account to TSB in 2024 having been told by an agent over the phone that he’d get a switch bonus if he did so. He says he didn’t g... (2 pages)View decision -
Decision Reference DRN-5312911
18 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5312911 The complaint Mr R is unhappy with AXA Insurance UK Plc’s handling of a claim he made under his motor insurance policy. Reference to AXA includes its agents or representatives. What happened Mr R made a claim under his motor insurance policy after he was involved in an accid... (4 pages)View decision -
Decision Reference DRN-5363476
18 Mar 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5363476 The complaint Mr H is unhappy with AmTrust Speciality Limited’s decision to cancel his income protection insurance policy. What happened Mr H took income protection insurance with AmTrust through a non-advised sales process in October 2023. In May 2024, Mr H was placed on le... (3 pages)View decision -
Decision Reference DRN-5369464
18 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5369464 The complaint Mr T has complained about Liverpool Victoria Insurance Company Limited (LV)’s decision to record a claim he made under his car insurance policy as a fault claim and charge him an additional premium. What happened In July 2022 Mr T made a claim for damage to his... (3 pages)View decision -
Decision Reference DRN-5397417
18 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5397417 The complaint Mr and Mrs A have complained that their motor insurer, Liverpool Victoria Insurance Company Limited (‘LV’), failed to fully repair their car after it was damaged in an accident and also that its repairers caused it further damage. LV is the underwriter of this... (7 pages)View decision -
Decision Reference DRN-4952446
18 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4952446 The complaint Mr B complains that Revolut Limited won’t refund money he lost when he was the victim of a scam. Mr B is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (13 pages)View decision -
Decision Reference DRN-5404683
18 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5404683 The complaint Mr B complains that Carey Pensions UK LLP (‘Carey’) – now called Options UK Personal Pensions LLP, but I’ll refer to Carey throughout for ease – shouldn’t have accepted his Self- Invested Personal Pension (‘SIPP’) and investment application from an unregulated ... (38 pages)View decision
