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 364862 results
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Decision Reference DRN-5244521
7 Feb 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5244521 The complaint Miss E is unhappy with the service she received from Phoenix Life Limited (Phoenix) in relation to her membership of a Group Flexible Retirement Plan. She says this has resulted in financial detriment and noted other negative impacts on her including the consid... (9 pages)View decision -
Decision Reference DRN-5315359
7 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5315359 The complaint Mr L complains about Ageas Insurance Limited’s handling of his car insurance claim. What happened Mr L had a car insurance policy with Ageas. In January 2024, his car suffered damage and he made a claim. Ageas took Mr L’s car in for repair and provided him with... (3 pages)View decision -
Decision Reference DRN-5309154
7 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5309154 The complaint Mr H complains about the outcome of a claim he made to American Express Services Europe Limited (AESEL) for a package holiday. What happened The background of this complaint is well-known to both parties. So, I don’t propose to go into detail about this. I wil... (6 pages)View decision -
Decision Reference DRN-5315415
7 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5315415 The complaint The estate of Mr M complains about Ageas Insurance Limited’s (“Ageas”) handling of a home insurance claim made under the late Mr M’s policy. Mrs E represents the estate of the late Mr M so for ease I’ll refer to Mrs E. What happened Mrs E has ... (5 pages)View decision -
Decision Reference DRN-5292298
7 Feb 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5292298 The complaint Mrs W complains that she was misled about increasing the mileage allowance for a car that she acquired using a conditional sale agreement with Santander Consumer (UK) Plc trading as MG Motor Financial Services (“SCUK”). What happened Mrs W entered into a condi... (4 pages)View decision -
Decision Reference DRN-4481449
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4481449 The complaint Mr B complains that Revolut limited won’t refund him money he lost to a scam. What happened Mr B says he was looking for another income stream when he was approached by someone, over a popular instant messaging application, claiming to represent a well-known re... (3 pages)View decision -
Decision Reference DRN-5252162
7 Feb 2025 Contis Financial Services Limited Not upheldBanking and PaymentsDRN-5252162 The complaint Miss M complains Contis Financial Services Limited trading as Solaris didn’t let her know that her data had been breached for over two months. Miss M complains that she missed a payment on her credit card and all of her other cards had to be cancelled simultane... (3 pages)View decision -
Decision Reference DRN-5308794
7 Feb 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5308794 The complaint Miss M complained because Kroo Bank Ltd refused to refund her for transactions which she said she hadn’t authorised. What happened On 22 February 2024, there were multiple debits to Miss M’s account. These were to two organisations in different countries abroa... (3 pages)View decision -
Decision Reference DRN-4950877
7 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4950877 The complaint Ms Y complains that Santander UK Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a summary of key events here. Ms Y was contacted by an investment bro... (5 pages)View decision -
Decision Reference DRN-5272195
7 Feb 2025 Money Redress Limited UpheldClaims ManagementDRN-5272195 The complaint Mrs S complains about Money Redress Limited (“MRL”) and the invoice they have issued following her successful claim for mis-sold pensions. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chrono... (3 pages)View decision
