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-5114389
28 Jan 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5114389 The complaint Mr L complains that CA AUTO FINANCE UK LTD (then called FCA Automotive Services UK Ltd) over inflated the future value of the car he acquired through a Personal Contract Purchase (PCP) agreement leaving him in a vulnerable position when his circumstances change... (4 pages)View decision -
Decision Reference DRN-5023521
28 Jan 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5023521 The complaint Mr M complains that AXA PPP Healthcare Limited hasn’t fully settled a medical expenses claim he made on travel cover provided as a benefit of a group private medical insurance policy. What happened Mr M holds travel insurance as a benefit of his employer’s grou... (6 pages)View decision -
Decision Reference DRN-5243949
28 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5243949 The complaint Mr S complains that Ageas Insurance Limited unfairly declined his claim on a van insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, first registered in 2015. From at least mid-April 2019, Mr S had a van ... (4 pages)View decision -
Decision Reference DRN-5290505
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5290505 The complaint X complains that Revolut Ltd hasn’t refunded payments lost to a scam. They don’t believe Revolut did enough to protect them when the payments were being made. What happened I issued a provisional decision (PD) for this complaint on 10 January 2025. I’ve include... (10 pages)View decision -
Decision Reference DRN-4427645
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4427645 The complaint Mr S complains that Revolut Ltd won’t reimburse him after he fell victim to an investment scam. What happened Mr S has explained that he saw an online advertisement on a well-known website, for an investment platform which took his interest. He completed an enq... (10 pages)View decision -
Decision Reference DRN-4996951
28 Jan 2025 Evelyn Partners Financial Planning Limited Not upheldPensions and AnnuitiesDRN-4996951 The complaint Mrs P says Evelyn Partners Financial Planning Limited (‘EP’), formerly Smith & Williamson (’SW’), failed to deliver the ongoing Wealth Management Review Service (‘WMRS’) she paid for. EP disputes the complaint, it mainly says Mrs P has misunderstood the ter... (12 pages)View decision -
Decision Reference DRN-5218415
28 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5218415 The complaint Mrs S complains about Nationwide Building Society (NBS) after she renewed a fixed term ISA account with them. Mrs S is represented by a third party but for ease of reading, I will simply refer to Mrs S. What happened In August 2024, Mrs S went to a branch of NB... (3 pages)View decision -
Decision Reference DRN-5290535
28 Jan 2025 Unum Ltd Not upheldInsuranceDRN-5290535 The complaint Mr G complains that Unum Ltd failed to protect his data and gave poor customer service. What happened The background to this complaint is well known to the parties, so I won’t repeat all the details here. In brief summary, as part of its benefits package, Mr G... (3 pages)View decision -
Decision Reference DRN-5252097
28 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5252097 The complaint Mr I complains Santander UK plc (Santander) refused to pay him a switch incentive payment. What happened Mr I says in late May 2024 he applied online to switch his bank account to Santander and requested the switch date to be 29 July 2024, so it met the terms a... (2 pages)View decision -
Decision Reference DRN-5258385
28 Jan 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5258385 The complaint Mr M complains PayPal UK Ltd won’t allow him to use his email address on his account. What happened Mr M wanted to open a PayPal account, and used an email address he’s had for many years. PayPal said the email address was already in use on another account. ... (3 pages)View decision
