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-5121684
28 Jan 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5121684 The complaint Mrs L complains that CA AUTO FINANCE UK LTD (then called FCA Automotive Services UK Ltd) was irresponsible in its lending to her and over inflated the future value of the car she acquired through a Personal Contract Purchase (PCP) Agreement. What happened Mrs L... (3 pages)View decision -
Decision Reference DRN-5243886
28 Jan 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5243886 The complaint Mr P complains AA Underwriting Insurance Company Limited (AA) poorly handled his claim on his motor insurance policy. What happened Mr P made a claim on his motor insurance policy when his car was damaged in a non-fault accident with a third-party. The car wa... (3 pages)View decision -
Decision Reference DRN-5046027
28 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5046027 The complaint Ms S complains that Santander UK Plc hasn’t refunded her after she discovered she’d fallen victim to a scam. What happened The background to this complaint is well-known to all parties, and so my summary here will be relatively brief. Ms S learned of an investm... (5 pages)View decision -
Decision Reference DRN-5235794
28 Jan 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5235794 The complaint Mr S complains about Marshmallow Insurance Limited’s handling of his car insurance claim. What happened Mr S had a car insurance policy with Marshmallow. In March 2024, his car was damaged in an accident, not involving a third-party, and he made a claim with Ma... (2 pages)View decision -
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
