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 369228 results
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Decision Reference DRN-5319016
19 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5319016 The complaint A company, which I’ll refer to as ‘M’ complains U K Insurance Limited (“UKI”) has unfairly declined their insurance claim. Mr O has brought the complaint on behalf of M. So, I will refer to him below where necessary. All references to UKI also include its appoi... (3 pages)View decision -
Decision Reference DRN-5078091
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5078091 The complaint Mr C is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In December 2023, Mr C saw an advert on social media. A famous investor claimed to have made significant amounts of money from trading in cryptocurrency. He responded to t... (11 pages)View decision -
Decision Reference DRN-5408367
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5408367 The complaint Mr F complains about the service he received from U K Insurance Limited trading as Churchill (“UKI”) after he made a claim under his motor insurance policy. What happened In early 2024, Mr F made a claim under his motor insurance policy with UKI after his car w... (4 pages)View decision -
Decision Reference DRN-5197174
19 Mar 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5197174 The complaint Miss L complains First Central Underwriting Limited is unfairly attempting to recover a third-party claim settlement cost from her. What happened Miss L’s car was insured by First Central. In early May 2022 Mr Y, whilst driving it, damaged a parked third party... (4 pages)View decision -
Decision Reference DRN-5400390
19 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5400390 The complaint Mr and Mrs V complain that Topaz Finance Limited trading as Hessonite Mortgages has asked them to pay a debt which they believe was settled in 2004. What happened Mr and Mrs V took out a mortgage with Northern Rock in April 2002. There were two parts to this mo... (4 pages)View decision -
Decision Reference DRN-5302094
19 Mar 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5302094 The complaint Mr P and Mrs P complain about AA Underwriting Insurance Company Limited (“AAIC”) and the decision not to complete further repair work after initial repair works failed, leaving their property with mould. Mrs P has acted as the main representative during the cla... (4 pages)View decision -
Decision Reference DRN-5408094
19 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5408094 The complaint Miss C complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I... (4 pages)View decision -
Decision Reference DRN-5319525
19 Mar 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5319525 The complaint Mr M complains Plata Finance Limited (at the time trading as Zopa Limited) irresponsibly arranged two unaffordable loans for him. Mr M is represented by a claims management company, but for ease I’ll refer to all submissions as though they are his own. What ha... (4 pages)View decision -
Decision Reference DRN-5372069
19 Mar 2025 Coventry and Warwickshire Reinvestment Trust Ltd. Not upheldBanking and PaymentsDRN-5372069 The complaint A limited company, which I’ll refer to as E, complains that Coventry and Warwickshire Reinvestment Trust Ltd (“CWRT”) treated it unfairly and failed to act as a responsible lender. E is represented by its sole director, Mr R. What happened E took out a Coronavi... (6 pages)View decision -
Decision Reference DRN-5216336
19 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5216336 The complaint Mr L complains that Lloyds bank PLC won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions ... (3 pages)View decision
