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 122405 results
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Decision Reference DRN-5622979
13 Jun 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5622979 The complaint Mr T complains that Watford Insurance Company Europe Limited (“Watford”) didn’t provide him with a courtesy car following a claim on his motor insurance policy. He paid for a hire car instead and asks that Watford refund the costs of it. What happened Mr T had ... (4 pages)View decision -
Decision Reference DRN-5252381
13 Jun 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5252381 The complaint Mrs F complains EGR WEALTH LIMITED (EGR) is responsible for mis-selling her an investment into a bond. She says she wasn’t a sophisticated investor, so the bond should not have been marketed to her, and she has suffered a loss as a result. What happened In May... (10 pages)View decision -
Decision Reference DRN-5393996
13 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5393996 The complaint Ms C complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Ms C is being represented by a third party. To keep things simple, I will refer to Ms C throughout my decision. What happened The background of this... (8 pages)View decision -
Decision Reference DRN-5369052
13 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5369052 The complaint Miss R complains that HSBC UK Bank Plc didn’t process some payments to a retailer correctly. What happened Miss R explains that some online payments using her debit card to a specific retailer were declined. When she contacted HSBC she didn’t receive a clear ex... (3 pages)View decision -
Decision Reference DRN-5601663
13 Jun 2025 Oakbrook Finance Limited UpheldBanking and PaymentsThe complaint Mr R, who is represented by a third party, complains that Oakbrook Finance Limited, trading as Likely Loans (‘Likely Loans’), was irresponsible in providing him with five loans. What happened Mr R was provided with five fixed sum loan agreements between September 2020 and Mar... (5 pages)View decision -
Decision Reference DRN-5604297
13 Jun 2025 ReAssure Life Limited UpheldInsuranceDRN-5604297 The complaint Mr N complains about the way ReAssure Life Limited has administered his protection policy. He says it has made multiple errors when providing information about the premiums and benefits of the policy and he has lost faith in the firm to correctly pay any claim.... (3 pages)View decision -
Decision Reference DRN-5558403
13 Jun 2025 Evolution Lending Limited UpheldMortgagesDRN-5558403 The complaint Mr and Mrs E complain that Evolution Lending Limited irresponsibly lent them a second charge mortgage (secured loan). They complain that they couldn’t afford the monthly loan payments and the loan didn’t repay all of their existing debts. What happened In 2019... (4 pages)View decision -
Decision Reference DRN-5613263
13 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5613263 The complaint Ms D & Mr H complain about the way Advantage Insurance Company Limited (“Advantage”) dealt with and investigated a claim following a collision under their car insurance policy. The collision in question involved Ms D and I can see from the file she’s been t... (7 pages)View decision -
Decision Reference DRN-5606595
13 Jun 2025 Vitality Life Limited UpheldInsuranceDRN-5606595 The complaint Mr L is unhappy that Vitality Life Limited has declined a claim on his life and serious illness cover policy. Throughout the claim and complaint process, Mr L has had a representative helping him. In this decision, any reference to Mr L includes the actions and... (6 pages)View decision -
Decision Reference DRN-5574310
13 Jun 2025 RAC Insurance Limited UpheldInsuranceDRN-5574310 The complaint Mrs D complains about the way RAC Insurance Limited (RAC) handled a claim she made under her breakdown insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mrs D held a breakdown i... (3 pages)View decision
