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 123656 results
-
Decision Reference DRN-5677205
8 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5677205 The complaint Mr K 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 K fell victim to a cruel safe account scam. It appears the scam started after he responded to a... (6 pages)View decision -
Decision Reference DRN-5677661
8 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5677661 The complaint Mr D complains about how his insurer, esure Insurance Company Limited (esure) handled a claim under his motor insurance policy following an accident in which his vehicle was damaged and subsequently declared a total loss by esure. Any reference to esure in thi... (5 pages)View decision -
Decision Reference DRN-5674580
8 Jul 2025 Steven Barton UpheldPensions and AnnuitiesDRN-5674580 The complaint Mrs G complains about the advice she received from Steven Barton to invest some of her cash-based funds into a new pension plan in 2021. She says the plan has lost money and hasn’t performed in line with the provider’s published figures. She says Steven Barton ... (12 pages)View decision -
Decision Reference DRN-5521635
8 Jul 2025 Ulster Bank Ltd UpheldBanking and PaymentsDRN-5521635 The complaint Miss K complains about the service she received and the exchange rate Ulster Bank (“Ulster”) applied when she received Euros into her GBP sterling account with it. As a result of the rate applied Miss K says she’s suffered a financial loss. What happened Miss K... (5 pages)View decision -
Decision Reference DRN-5677208
8 Jul 2025 Covea Insurance plc UpheldInsuranceDRN-5677208 The complaint Mr S complains that Covea Insurance plc have voided his policy and declined his claim following a burglary. What happened Mr S took out a contents policy with Covea in March 2020 and renewed it in 2021, 2022 and 2023. On 10 February 2024 Mr S was burgled and h... (5 pages)View decision -
Decision Reference DRN-5575329
8 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5575329 The complaint Ms R complains about Liverpool Victoria Insurance Company Limited (“LV”) and the service they provided after she made a claim on her motor insurance policy following a non-fault accident. What happened The claim and complaint circumstances are well known to bot... (5 pages)View decision -
Decision Reference DRN-5670113
8 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5670113 The complaint A company, which I’ll refer to as F, complains that AXA Insurance UK Plc cancelled its business protection policy in error and would not reinstate the policy. Mr S, who is a director of F, brings the complaint on F’s behalf. What happened F had a business prote... (2 pages)View decision -
Decision Reference DRN-5256303
8 Jul 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5256303 The complaint Mr B is unhappy with charges applied by Mercedes-Benz Financial Services UK Limited (‘MBFS’) at the end of his car finance agreement. What happened Mr B had a car finance agreement with MBFS. But, after returning the car at the end of the agreement, MBFS applie... (2 pages)View decision -
Decision Reference DRN-5586050
7 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5586050 The complaint Mrs K complains about Aviva Insurance Limited’s handling of a claim on her home emergency insurance. What happened Mrs K had an Aviva home emergency policy. This provided cover for her plumbing, drainage, and water supply. In December 2023, she told Aviva there... (3 pages)View decision -
Decision Reference DRN-5432558
7 Jul 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5432558 The complaint Mr S complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (“Quid Market”) lent to him irresponsibly by failing to make the right checks and then he was unable to repay them. What happened Mr S took several loans and the table shows a summary. Loa... (6 pages)View decision
