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 122183 results
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Decision Reference DRN-4987622
16 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4987622 The complaint Mr G complains that Revolut Ltd 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, I understand that between February and April 202... (9 pages)View decision -
Decision Reference DRN-5481915
16 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5481915 The complaint Mrs S has complained about the way that Royal & Sun Alliance Insurance Limited (RSA) handled a claim under her landlord insurance policy for damage caused by a water leak. What happened On 20 January 2024 Mrs S made a claim to RSA for damage caused by a le... (3 pages)View decision -
Decision Reference DRN-5429019
16 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5429019 The complaint Mr R complains that Aviva Life & Pensions UK Limited (“Aviva”) will not allow him to take his pension benefits in the form of drawdown or transfer them to another provider. And he also complains that Aviva incorrectly sent some personal information about hi... (4 pages)View decision -
Decision Reference DRN-5563150
16 May 2025 Equiniti Financial Services Limited UpheldInvestmentsDRN-5563150 The complaint Mr W, the executor of the estate of Mrs B, complains about the way Equiniti Financial Services Limited has handled dividends paid on shares the late Mrs B had held. He says Equiniti didn’t do enough to pay the dividends to the estate, and only did so when he ch... (3 pages)View decision -
Decision Reference DRN-5555311
16 May 2025 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5555311 The complaint Mr M complains that due to an administrative error by Automobile Association Insurance Services Limited (AAISL) he was stopped by the Police for driving without insurance and given a fine and six points on his driving licence. Mr M also says he incurred the cos... (5 pages)View decision -
Decision Reference DRN-4743949
16 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4743949 The complaint Mr A complains Revolut Ltd (“Revolut”) won’t refund the money he lost to a cryptocurrency investment scam. What happened I issued a provisional decision in April 2025 to explain why I thought Mr A’s complaint should be partially upheld and I said I’d consider a... (10 pages)View decision -
Decision Reference DRN-4542502
16 May 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4542502 The complaint Mrs S is unhappy Clydesdale Bank Plc trading as Virgin Money (“Virgin”) won’t reimburse her for the money she lost when she fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them a... (4 pages)View decision -
Decision Reference DRN-5565944
16 May 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5565944 The complaint Mr F has complained about his property insurer Accredited Insurance (Europe) Limited regarding two claims it has handled for damage caused by an escape of water and subsidence. He believes it has delayed the claim, causing costs and losses. What happened Mr F’... (7 pages)View decision -
Decision Reference DRN-5221801
16 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5221801 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (18 pages)View decision -
Decision Reference DRN-5535485
16 May 2025 Black Horse Limited UpheldConsumer CreditDRN-5535485 The complaint Mrs C complains that the car she acquired through Black Horse Limited trading as Land Rover Financial Services (“BHL”), wasn’t of satisfactory quality. She says the car she received wasn’t the same specification as the one she ordered. What happened Mrs C enter... (5 pages)View decision
