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-5330970
13 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5330970 The complaint Mr C complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (12 pages)View decision -
Decision Reference DRN-5330932
13 Feb 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5330932 The complaint Mr G complains about Domestic & General Insurance Plc’s handling of a claim under his appliance insurance policy. Domestic & General Insurance Plc (D&G) has been represented on the claim by its agents, including the repairer. For simplicity, at poin... (5 pages)View decision -
Decision Reference DRN-4987858
13 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4987858 The complaint Mr P’s complaint is about Revolut Ltd’s refusal to reimburse him money he says he lost due to a scam. What happened The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. However, I will pro... (4 pages)View decision -
Decision Reference DRN-5274049
13 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5274049 The complaint Mr M complains about Lloyds Bank plc’s responses to issues arising from gambling transactions on his accounts. What happened Mr M complained to Lloyds Bank in January 2024 about issues including that it should’ve intervened when he was withdrawing large amounts... (5 pages)View decision -
Decision Reference DRN-5298944
13 Feb 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5298944 The complaint Mr and Mrs N have complained that Great Lakes Insurance SE declined a claim they made on a travel insurance policy. There is a representative making the complaint on their behalf. However, for ease, I will mostly just be referring to Mr and Mrs N in this decis... (3 pages)View decision -
Decision Reference DRN-5214404
13 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5214404 The complaint Mr G complains about the settlement offered to him by Admiral Insurance (Gibraltar) Limited (“Admiral”) when his car was written off. What happened In January 2024, Mr G’s car’s engine was hydro-locked. Admiral inspected it and told Mr G his vehicle was a total... (3 pages)View decision -
Decision Reference DRN-5106471
13 Feb 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5106471 The complaint Mrs M has complaint that Aviva Life & Pensions UK Limited has declined her income protection claim. What happened Mrs M is covered under her employer’s group income protection policy. This will pay income protection benefit after a deferred period of 26 wee... (3 pages)View decision -
Decision Reference DRN-5107111
13 Feb 2025 Wakam Not upheldInsuranceDRN-5107111 The complaint Mr F complains that Wakam unfairly declined a claim for storm damage under his home insurance. Mr F’s policy was sold and administered by an intermediary on Wakam’s behalf. That intermediary used another company to manage Mr F’s claim and his correspondence has... (4 pages)View decision -
Decision Reference DRN-5314163
13 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5314163 The complaint Mr W complains about the quality of the car he acquired through a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”). What happened Mr W entered into an agreement with Alphera in late March 2023 to... (8 pages)View decision -
Decision Reference DRN-5277915
13 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5277915 The complaint Mr F and Miss M complain about the service provided by AXA Insurance UK Plc (‘AXA’) when responding to their home insurance claim. Much of Mr F and Miss M’s dissatisfaction relates to the actions of agents acting on behalf of AXA. As AXA accept they’re responsi... (3 pages)View decision
