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 368546 results
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Decision Reference DRN-4534003
14 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4534003 The complaint Mr P complains that Starling Bank Limited says it won’t refund him for money he transferred to a builder for what he now believes was a scam. What happened Mr P says he has used the same builder (who I’ll refer to as B) a number of times over a period of aroun... (5 pages)View decision -
Decision Reference DRN-5080129
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5080129 The complaint Mr M complains Revolut Ltd (Revolut) won’t refund the money he lost to a scam. What happened Around May 2023, Mr M saw an advert online for a company, F, claiming to offer cryptocurrency trading. He decided to invest with them. Unfortunately, F were operating a... (9 pages)View decision -
Decision Reference DRN-5335101
14 Mar 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5335101 The complaint The estate of Mr T and Ms D, as trustee of the T Trust, complain about Aviva Protection UK Limited’s decision to turn down a critical illness claim Mr T made on a term assurance with critical illness policy. They also complain about Aviva’s decision to cancel t... (4 pages)View decision -
Decision Reference DRN-5366495
14 Mar 2025 Building Block Insurance PCC Ltd UpheldInsuranceDRN-5366495 The complaint Mr A complains that Building Block Insurance PCC Ltd unfairly declined a claim under his pet insurance policy. Where I refer to Building Block, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The de... (3 pages)View decision -
Decision Reference DRN-5208125
14 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5208125 The complaint Mr H has complained about a credit card he took out in February 2023 with Vanquis Bank Limited. He’s said the credit card was unaffordable and shouldn’t have been approved. What happened Mr H took out this Vanquis credit card account in February 2023 with a cre... (2 pages)View decision -
Decision Reference DRN-5340147
14 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5340147 The complaint Ms C complains that Monzo Bank Ltd didn’t get the money back she paid for faulty goods. What happened At the end of May 2024 Ms C ordered a hot tub at a cost of £350. She paid for it using her Monzo debit card. The hot tub was delivered to the wrong address and... (2 pages)View decision -
Decision Reference DRN-5340912
14 Mar 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5340912 The complaint Mr R is unhappy with the delays he experienced whilst Legal and General Assurance Society Limited handled his terminal illness claim. Mr R brought his complaint through a third-party representative, however, for simplicity, I’ll refer to all submissions as bein... (3 pages)View decision -
Decision Reference DRN-4972989
14 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4972989 The complaint Mr S complains about a car acquired through a Hire Purchase (PCP) agreement with CA AUTO FINANCE UK LTD (‘CA’). Mr S had problems with the car and says these defects would’ve been present when the car was supplied. He’s been paying large sums on a monthly basis... (5 pages)View decision -
Decision Reference DRN-5360543
14 Mar 2025 Plan with Grace Limited UpheldFuneral Planning ServicesDRN-5360543 The complaint Mrs R and the estate of Mrs M complain that Plan with Grace Limited (PWG) failed to return Mrs M’s ashes to her family in a timely and dignified manner. References to PWG includes the actions of its agents. What happened The history of this complaint is well ... (6 pages)View decision -
Decision Reference DRN-5397773
14 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5397773 The complaint Mr B is unhappy that Advantage Insurance Company Limited (“Advantage”) unfairly declined his claim for damage following a leak. Advantage was providing a home insurance policy. What happened Mr B walked into his home to find a significant leak by his sink had c... (3 pages)View decision
