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 123440 results
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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 -
Decision Reference DRN-5470451
13 Jun 2025 Tranzfar Ltd UpheldBanking and PaymentsDRN-5470451 The complaint Mrs I complains that Tranzfar Ltd trading as Tranzfar did not complete an international transfer she made. What happened On 1 July 2024 Mrs I asked Tranzfar to complete two international transfers for her, to an account in Nigeria. Both transactions were for £1... (2 pages)View decision -
Decision Reference DRN-5619559
13 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5619559 The complaint Mr B complains with the amount Ageas Insurance Limited (Ageas) have paid to settle the claim he made under his home insurance policy following a storm. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised e... (6 pages)View decision -
Decision Reference DRN-5606966
13 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5606966 The complaint Mr B complains through a representative that Black Horse Limited (“Black Horse”) gave him finance without carrying out adequate affordability checks. Had it done better checks it would’ve seen that the finance wasn’t affordable. For ease of reading, I’ve refer... (6 pages)View decision -
Decision Reference DRN-5605969
13 Jun 2025 West Bay Insurance Plc UpheldInsuranceDRN-5605969 The complaint Ms M complains that West Bay Insurance Plc (“West Bay”) disposed of her vehicle when she didn’t collect it after it made some repairs following a claim under her motor insurance policy. What happened Ms M had a motor insurance policy with West Bay covering her ... (3 pages)View decision -
Decision Reference DRN-4995375
13 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4995375 The complaint Mr K complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr K throughout this decision. What happened The background to this complain... (8 pages)View decision -
Decision Reference DRN-5241819
13 Jun 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5241819 The complaint Miss W complains EGR WEALTH LIMITED (EGR) is responsible for mis-selling her an investment into a bond. She says there were failings in the way the investment was sold, and she has suffered a loss as a result. What happened In January 2020, Miss W invested aro... (10 pages)View decision
