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 120614 results
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Decision Reference DRN-5368935
3 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5368935 The complaint Mr Z complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-5281272
3 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5281272 The complaint Mr J complains that Admiral Insurance (Gibraltar) Limited haven’t given him a fair settlement offer for his car after it was deemed a total loss, and they provided poor service. What happened In August 2024 Mr J made a claim on his car insurance policy followi... (3 pages)View decision -
Decision Reference DRN-5293013
3 Mar 2025 Quilter Financial Services Ltd UpheldInvestmentsDRN-5293013 The complaint Mrs C complains about a delay caused by Quilter Financial Services Ltd when she asked to withdraw a lump sum from her stocks and shares ISA. What happened On 17 May 2024, Mrs C got in touch with her Quilter financial adviser as she was looking to withdraw £153,... (3 pages)View decision -
Decision Reference DRN-5087557
3 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5087557 The complaint Mr and Mrs V complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) has handled a claim they made under their home insurance policy. Mrs V has primarily dealt with the complaint so, for ease of reading, I’ll mostly refer to her. What happen... (5 pages)View decision -
Decision Reference DRN-5361069
3 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5361069 The complaint Mr K complains about the cancellation of his motor insurance policy by Watford Insurance Company Europe Limited (‘Watford’). What happened The background to this complaint is well known to Mr K and Watford. In my decision, I’ll focus mainly on giving the reason... (4 pages)View decision -
Decision Reference DRN-5205137
3 Mar 2025 BUPA Insurance Limited UpheldInsuranceDRN-5205137 The complaint Miss H complains that BUPA Insurance Limited (‘Bupa’) refused to cover the cost of medical treatment under a private medical insurance policy. Miss H is represented by her mother, Mrs H. What happened Miss H is covered under a group private medical insurance ... (2 pages)View decision -
Decision Reference DRN-5210665
3 Mar 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5210665 The complaint Mr C complains that Shawbrook Bank Limited caused a loss of interest and inconvenience by delaying a transfer from an Individual Savings Account (ISA) held with a third-party bank, which I’ll refer to as B, to a new ISA he was opening with Shawbrook. What happe... (2 pages)View decision -
Decision Reference DRN-5278158
3 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5278158 The complaint Mr L complains about the quality of a car he has been financing through an agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (“Alphera”). What happened Mr L took receipt of a used car in October 2023. The car was about fo... (3 pages)View decision -
Decision Reference DRN-5322279
3 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5322279 The complaint Ms H complains that Revolut Ltd (“Revolut”) won’t refund the money she lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2021, Ms H saw an advert for company that... (6 pages)View decision -
Decision Reference DRN-5367487
3 Mar 2025 Metro Bank PLC UpheldConsumer CreditDRN-5367487 The complaint Mr L has complained about a loan Metro Bank PLC trading as Ratesetter provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. What happened In February 2022 Mr L applied online for a £10,000 fixed sum loan with RateSet... (3 pages)View decision
