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-5232008
31 Jan 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5232008 The complaint Mr H is unhappy with what ARAG Legal Expenses Insurance Company Limited did after he made a claim on his Landlords Legal Expenses insurance policy. All references to ARAG include its agents and claims handlers. What happened Mr H took out legal expenses insuran... (4 pages)View decision -
Decision Reference DRN-5228491
31 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5228491 The complaint Mr S complains that Revolut Ltd didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr S has used a representative to bring his complaint. But for ease of reading, I’ll mostly refer to Mr S himself where I also mean the representati... (3 pages)View decision -
Decision Reference DRN-4780744
31 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4780744 The complaint Mr S has complained that Capital One (Europe) plc has unfairly declined his claim under section 75 of the Consumer Credit Act 1974. What happened Mr S has explained that he bought a brand new electric bike in August 2022, using his Capital One card. However, he... (1 page)View decision -
Decision Reference DRN-5228504
31 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5228504 The complaint Mr S complains that Wise Payments Ltd didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr S has used a representative to bring his complaint. But for ease of reading, I’ll mostly refer to Mr S himself where I also mean the repres... (3 pages)View decision -
Decision Reference DRN-5238674
31 Jan 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5238674 The complaint Mr J complains that Arthur J. Gallagher Insurance (AJGI) Brokers Limited mis-sold him a commercial buildings insurance policy as it wasn’t suitable to his needs. What happened Mr J spoke with AJGI when his buildings insurance on a commercial property he owns wa... (4 pages)View decision -
Decision Reference DRN-5290217
31 Jan 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5290217 The complaint Mrs W has complained through a representative that Marks & Spencer Financial Services Plc (“M&S") gave her loans without carrying out proportionate affordability checks. Had better checks been made than M&S would’ve discovered the loans weren’t... (6 pages)View decision -
Decision Reference DRN-4938624
31 Jan 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4938624 The complaint Mr S has complained that American Express Services Europe Limited (AESEL) (‘Amex’) has not refunded him £33.15 in respect of goods he didn’t receive. What happened Mr S bought an item from a third party, as the cost of £33.15. He’s explained it wasn’t received.... (1 page)View decision -
Decision Reference DRN-3584330
31 Jan 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-3584330 The complaint Mrs O has complained about the actions of The Royal London Mutual Insurance Society Limited (“Royal London”) when it transferred her personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2014. The QROPS subsequently invested in an ass... (8 pages)View decision -
Decision Reference DRN-5266565
31 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5266565 The complaint Mr L has complained that Aviva Insurance Limited will no longer cover his ongoing care with his preferred specialist and the manner in which it informed him of this decision. What happened Mr L was diagnosed with a serious medical condition in February 2022 an... (3 pages)View decision -
Decision Reference DRN-5299073
31 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5299073 The complaint Mr R has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In January 2023 Mr R entered into a two-year fixed sum loan agreement... (6 pages)View decision
