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 370904 results
-
Decision Reference DRN-5238029
16 Apr 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5238029 The complaint Mr L complains that ReAssure Limited failed to inform his financial adviser that his pension plan contained a market value reduction (MVR) when providing him with the details and valuation of his pot ahead of a transfer request. Mr L would now like ReAssure to ... (4 pages)View decision -
Decision Reference DRN-5491780
16 Apr 2025 Vitality Life Limited Not upheldInsuranceDRN-5491780 The complaint Mrs V complains that Vitality Life Limited (‘Vitality’) has unfairly refused an income protection claim she made under her VitalityLife Essentials policy. To resolve her complaint, Mrs V wants the claim to be paid in full, along with compensation for the emotio... (4 pages)View decision -
Decision Reference DRN-5185243
16 Apr 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5185243 The complaint Mr A complains that The Prudential Assurance Company Limited (‘Prudential’) won’t pay for an accountant to complete his tax return after they made an error that resulted in him receiving more income than he wanted in the tax year. What happened Mr A holds a pe... (3 pages)View decision -
Decision Reference DRN-5427369
16 Apr 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5427369 The complaint Mr B has complained that Domestic & General Insurance Plc (D&G) unfairly dealt with a claim under a gadget policy. References to D&G include companies acting on its behalf. What happened Mr B contacted D&G when his tablet device needed a repai... (3 pages)View decision -
Decision Reference DRN-5457154
16 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5457154 The complaint Mr T complains that Barclays Bank UK PLC trading as Barclaycard reduced the limit on his credit card account from £17,500 to £100. What happened Mr T holds a credit card account with Barclaycard. In October 2023, Barclaycard told Mr T it was reducing his credit... (3 pages)View decision -
Decision Reference DRN-5381466
16 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5381466 The complaint Mr C is unhappy with several aspects of the service that he’s received from Monzo Bank Ltd. What happened Mr C has vulnerabilities which adversely impact his wellbeing and his mental health. In June 2024, Mr C spoke with Monzo because he was unhappy that he cou... (4 pages)View decision -
Decision Reference DRN-5117275
16 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5117275 The complaint Ms H complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) failed to properly pursue a chargeback and rejected her claim under section 75 Consumer Credit Act 1975 (“s.75”). What happened In July 2023 Ms H purchased goods online costing £253.99 u... (2 pages)View decision -
Decision Reference DRN-5239140
16 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5239140 The complaint Miss P complains that Revolut Ltd won’t refund several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary Miss P’s ex-colleague, who I sha... (9 pages)View decision -
Decision Reference DRN-5491200
16 Apr 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5491200 The complaint Mr M and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an un... (17 pages)View decision -
Decision Reference DRN-5406790
16 Apr 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5406790 The complaint Miss K is unhappy with the premium increase on her private medical insurance policy with BUPA Insurance Limited (BUPA). What happened Miss K had a private medical insurance policy with BUPA. When she renewed her policy in 2023, Miss K says the premium increased... (2 pages)View decision
