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 365360 results
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Decision Reference DRN-4835522
7 Feb 2025 Wesleyan Assurance Society Not upheldInsuranceDRN-4835522 The complaint Mr and Mrs W have complained about the mis-sale and the increase in the premiums of a Whole of Life policy they took out on the advice of Wesleyan Assurance Society, trading as Wesleyan (‘WAS’). They say the plan was mis-sold to them as the premium increase is ... (6 pages)View decision -
Decision Reference DRN-5236995
7 Feb 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5236995 The complaint Miss J complains through a representative that Advantage Finance Ltd (“Advantage”) gave her a hire purchase agreement without carrying out a sufficient affordability assessment. What happened In September 2019, Advantage provided Miss J with a hire purchase ag... (5 pages)View decision -
Decision Reference DRN-5255982
7 Feb 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) UpheldInsuranceDRN-5255982 The complaint Mrs A complains that The Equine and Livestock Insurance Company Limited (trading as The insurance Emporium) unfairly declined her claim on a horse insurance policy. What happened The horse was a mare, who had been born in about January 2007. Mrs A acquired th... (4 pages)View decision -
Decision Reference DRN-5088574
7 Feb 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5088574 The complaint Miss C and Mr M complaint that Accredited Insurance (Europe) Ltd unfairly declined a claim they made on their home insurance policy. Reference to Accredited includes its agents. What happened Miss C and Mr M hold a home insurance policy with Accredited. They sa... (2 pages)View decision -
Decision Reference DRN-5313660
7 Feb 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5313660 The complaint Mr D complains about the administration of his personal pension plan (PPP) by ReAssure Limited (ReAssure). He says he made a request to defer his retirement and ReAssure incorrectly switched the fund his plan was invested in. Mr D also complains that the value ... (12 pages)View decision -
Decision Reference DRN-5080406
7 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5080406 The complaint Ms K complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Ms K is being represented by a third party. To keep things simple, I will refer to Ms K throughout my decision. What happened Ms K has told us that ... (6 pages)View decision -
Decision Reference DRN-5301721
7 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5301721 The complaint In summary, Miss B complains that Vanquis Bank Limited, provided her with a credit card and credit limit increases that she wasn’t able to afford. What happened In March 2016, Miss B applied for a credit card with Vanquis. The application was approved and a cr... (4 pages)View decision -
Decision Reference DRN-5239453
7 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5239453 The complaint S, a limited company, complains that Lloyds Bank PLC didn’t treat it fairly after it closed a business bank account. What happened S had a business account with Lloyds. In June 2022, Lloyds decided to close the account. At the same time, Lloyds suspended S’s cr... (3 pages)View decision -
Decision Reference DRN-5197789
7 Feb 2025 Society of Lloyd's UpheldInsuranceDRN-5197789 The complaint Miss M complains about how Society of Lloyd's handled a claim she made on her GAP insurance policy. Reference to Society of Lloyd's includes its agents. What happened Miss M’s car was stolen and she made a claim for the loss to her motor insurer. She ... (2 pages)View decision -
Decision Reference DRN-5314608
7 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5314608 The complaint Miss S complains about Accredited Insurance (Europe) Ltd’s decision to decline a claim made under her home insurance policy for damage caused by subsidence. What happened The background to this complaint is well known to both parties, so I’ll provide only a bri... (10 pages)View decision
