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 121876 results
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Decision Reference DRN-5558209
14 May 2025 Legal and General Assurance (Pensions Management) Limited UpheldPensions and AnnuitiesDRN-5558209 The complaint Mr C complains that Legal and General Assurance (Pensions Management) Limited (‘L&G’) caused unnecessary delays in processing his annuity request which caused him to lose out on a higher annuity income. What happened Mr C had a pension with AJ Bell and obta... (6 pages)View decision -
Decision Reference DRN-5558747
14 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5558747 The complaint Mr L complains that Aviva Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sporty hatchback, first registered in June 2020. It had a value of over £30,000.00... (4 pages)View decision -
Decision Reference DRN-5458777
14 May 2025 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5458777 The complaint Mr N has complained that Sainsbury’s Bank Plc acted irresponsibly when it provided him with two separate personal loans in 2022. Background Mr N has explained that he has a compulsive gambling problem. He says that the loans taken out with Sainsbury’s were used... (3 pages)View decision -
Decision Reference DRN-5541662
14 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5541662 The complaint Mr B is unhappy with the service provided by Advantage Insurance Company Limited (AIC) following a claim made under his car insurance policy. What happened In August 2024 Mr B’s car was involved in an incident which resulted in him contacting AIC to make a claim. ... (4 pages)View decision -
Decision Reference DRN-5111294
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5111294 The complaint Mr H is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr H fell victim to cruel investment scam. He was researching online for investment opportunities ... (10 pages)View decision -
Decision Reference DRN-5558397
14 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5558397 The complaint Mrs R complains that Revolut Limited won’t reimburse her after she fell victim to an investment scam, followed by further recovery scams. Mrs R is professionally represented in bringing her complaint, but for ease of reading, I’ll refer to all submissions as be... (12 pages)View decision -
Decision Reference DRN-5558370
14 May 2025 Yorkshire Building Society UpheldBanking and PaymentsDRN-5558370 The complaint Mr C is unhappy that Yorkshire Building Society (“YBS”) didn’t transfer interest to his nominated account in line with his instructions. What happened In May 2024, Mr C raised a complaint with YBS because he was unhappy that YBS hadn’t transferred earned intere... (3 pages)View decision -
Decision Reference DRN-5554750
14 May 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5554750 The complaint Mr G complains about how Nelson Insurance Company Ltd handled a claim on his motor insurance. Nelson used a third party company to handle Mr G’s claim and most of his correspondence has been with this company rather than directly with Nelson. For the avoidance ... (4 pages)View decision -
Decision Reference DRN-5555043
14 May 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5555043 The complaint Mr F complains that Monzo Bank Ltd was irresponsible in its lending to him. He wants a thorough review of the loan application to take place and for Monzo to consider cancelling the loan. Mr F is represented by a family member Mrs N. What happened Mr F was prov... (4 pages)View decision -
Decision Reference DRN-5558185
14 May 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5558185 The complaint Mrs M complains about the way Creation Consumer Finance Ltd trading as Creation (‘Creation’) handled her claim under section 75 of the Consumer Credit Act 1974 (‘section 75’). What happened Mrs M went to a retailer where, with its help, she arranged a design f... (4 pages)View decision
