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 364862 results
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Decision Reference DRN-5249075
10 Jan 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5249075 The complaint Mr T complains that Advantage Insurance Company Limited treated him unfairly when they increased his motor insurance premium at renewal. What happened Mr T had a motor insurance policy with Advantage and received his renewal invite in March 2024. This explained... (3 pages)View decision -
Decision Reference DRN-4993996
10 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4993996 The complaint Mrs U complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs U is being represented by a third party. To keep things simple, I will refer to Mrs U throughout my decision. What happened The background of t... (7 pages)View decision -
Decision Reference DRN-5221889
10 Jan 2025 Online Travel Insurance Services Ltd Not upheldInsuranceDRN-5221889 The complaint Mr A complains that Online Travel Insurance Services Ltd (“OTIS”) mis-sold him a breakdown cover policy. What happened In mid-2023, Mr A took out European breakdown cover through OTIS, who is a broker. Mr A later complained that the policy OTIS had set up was ... (3 pages)View decision -
Decision Reference DRN-5155772
10 Jan 2025 Chetwood Financial Limited UpheldBanking and PaymentsDRN-5155772 The complaint Mr T complains that Chetwood Financial Limited (trading as Wave) has incorrectly recorded a default on his account. What happened Mr T says Wave initially removed an incorrect default from his account, but subsequently applied a new one containing incorrect in... (2 pages)View decision -
Decision Reference DRN-5254302
10 Jan 2025 Yoga Insurance Services Limited UpheldInsuranceDRN-5254302 The complaint Mrs M complained about the referral by Yoga Insurance Services Limited to an accident management company (AMC) when she raised a claim. Throughout the claim and complaint process, Yoga has had a representative acting on their behalf. In this decision, any refer... (3 pages)View decision -
Decision Reference DRN-4785731
10 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4785731 The complaint Mrs A has complained that Lloyds Bank PLC (“Lloyds”) failed to protect her from falling victim to an employment scam, and hasn’t refunded the money she lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all... (5 pages)View decision -
Decision Reference DRN-5253348
10 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5253348 The complaint Mrs H complains that Wise Payments Limited (Wise) is refusing to refund her the amount she lost as the result of a scam. Mrs H is being represented by a third party. To keep things simple, I will refer to Mrs H throughout my decision. What happened In summary, ... (2 pages)View decision -
Decision Reference DRN-5072335
10 Jan 2025 Freetrade Limited UpheldInvestmentsDRN-5072335 The complaint Mr S complained about Freetrade Limited (Freetrade). He said Freetrade didn’t provide him with enough information about property income distributions that applied to his account. He said as well as not being able to calculate and check what it had done, his req... (3 pages)View decision -
Decision Reference DRN-5101256
10 Jan 2025 Fairstone Financial Management Limited UpheldPensions and AnnuitiesDRN-5101256 The complaint Mr J complains that Fairstone Financial Management Limited (Fairstone) unfairly charged him an annual fee despite not providing the service the charge related to. What happened Mr J had been receiving financial advice from Fairstone since around 2015. Part of h... (11 pages)View decision -
Decision Reference DRN-5243672
10 Jan 2025 AXIS Specialty Europe SE Not upheldInsuranceDRN-5243672 The complaint G complains that AXIS Specialty Europe SE (AXIS) unfairly declined its commercial property insurance claim and caused unnecessary delays. Any reference to AXIS in this final decision includes its respective agents unless specified otherwise. What happened The ... (4 pages)View decision
