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-4769846
7 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4769846 The complaint Mr D complains that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS) terminated his hire purchase agreement and won’t reinstate it. What happened In November 2022, Mr D was supplied with a car through a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5260411
7 Feb 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5260411 The complaint E, a limited company, complains about what ARAG Legal Expenses Insurance Company Limited did after it made a claim on its Landlord’s Legal Protection policy. E is represented by its director, Mrs A. All references to ARAG include its agents and claims handlers.... (4 pages)View decision -
Decision Reference DRN-5306557
7 Feb 2025 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5306557 The complaint Mr W complains that Co-op Funeral Plans Limited will not agree to delay providing a funeral for up to three years after his death. What happened The history to this complaint is well known to the parties, so I won’t repeat all the details here. In brief summar... (2 pages)View decision -
Decision Reference DRN-5190663
7 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5190663 The complaint and what happened Mr C complains that Wise Payments Limited (“Wise”) won’t refund money – around £4,500 – he lost when he fell victim to an employment scam in December 2022. Our investigator didn’t uphold the complaint. They didn’t think any of the payments lo... (2 pages)View decision -
Decision Reference DRN-4664262
7 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4664262 The complaint Mr O complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5239938
7 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5239938 The complaint Mrs E has complained about the way Admiral Insurance (Gibraltar) Limited (Admiral) handled her claim, under the motor insurance policy she held with them. What happened The details of what happened are well known to both parties. So, I will just summarise them ... (2 pages)View decision -
Decision Reference DRN-5145658
7 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5145658 The complaint Mr C has complained, via his representatives, about a transfer of his Royal London Mutual Insurance Society Limited (‘Royal London’) personal pensions to a small self-administered scheme (‘SSAS’) in July 2014. Mr C’s SSAS was subsequently used to invest in an o... (7 pages)View decision -
Decision Reference DRN-5287198
7 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5287198 The complaint Mrs S has complained that Lloyds Bank General Insurance Limited have declined her claim for a stolen phone. What happened Mrs S’s daughter had her phone stolen whilst at a gym and so she made a claim under her home insurance which has cover for contents away f... (3 pages)View decision -
Decision Reference DRN-4976987
7 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4976987 The complaint Miss S complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5077060
7 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5077060 The complaint Miss G complains that Revolut Ltd refused to reimburse her after she fell victim to a scam. What happened The facts of this case are well known to the parties, and were previously set out by our investigator, so I don't intend to set them out in full here.... (9 pages)View decision
