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 362196 results
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Decision Reference DRN-4966338
20 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4966338 The complaint Mr K complains that Wise Payments Limited (“Wise”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr K has explained that betw... (2 pages)View decision -
Decision Reference DRN-5243991
20 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5243991 The complaint Ms C has complained about the way Liverpool Victoria Insurance Company Limited (“LV”) handled a claim she made under her buildings insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Ms C got in touch with ... (4 pages)View decision -
Decision Reference DRN-5364176
20 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5364176 The complaint Mr and Mrs H complain that Liverpool Victoria Insurance Company Limited (“LV”) unfairly declined their claim for the reason of poor workmanship, under their home buildings insurance policy. I’ll refer to Mr H for ease. What happened Mr H employed a contractor t... (3 pages)View decision -
Decision Reference DRN-5400115
20 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5400115 The complaint Mr P has complained about the way Inter Partner Assistance SA dealt with a claim under his home emergency insurance policy. What happened Mr P had a home emergency policy which was underwritten by Inter Partner. The policy covered assistance and repairs up to ... (3 pages)View decision -
Decision Reference DRN-5413774
20 Mar 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5413774 The complaint Mr P complains National Savings and Investments caused him and his family intense stress and trauma which could have been avoided had the right information being available at the outset as to the withdrawal process for trust income bonds. What happened Mr P and... (3 pages)View decision -
Decision Reference DRN-5414500
20 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5414500 The complaint Mr S and Mrs P complain that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly reduced their No Claims Bonus on their motor insurance policy. What happened The background of this complaint is known in detail to the parties involved so I won’t repeat it ... (2 pages)View decision -
Decision Reference DRN-4945670
20 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4945670 The complaint Miss T complains that Wise Payments Limited trading as Wise hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Miss T has explaine... (3 pages)View decision -
Decision Reference DRN-5358787
20 Mar 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5358787 The complaint Miss G complains that Adrian Flux Insurance Services Group (“Adrian Flux”) unfairly increased her premium for a second occupation and increased mileage allowance, under her motor insurance policy. What happened Miss G contacted Adrian Flux in August 2024 to inc... (3 pages)View decision -
Decision Reference DRN-5145651
20 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5145651 The complaint Mr T complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T has an account with Revolut and an account with another business who I’ll refer to as “C” throughout the rest of this decision. He’s had an ... (3 pages)View decision -
Decision Reference DRN-5178913
20 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5178913 The complaint Mr T complains J.P. Morgan Europe Limited trading as Chase didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T has an account with Chase and an account with another business who I’ll refer to as “R” throughout the rest ... (3 pages)View decision
