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-5155964
27 Feb 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5155964 The complaint Mr D has complained, with the help of a professional third party, about the transfer of his personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in Hong Kong in January 2015. Mr D’s QROPS was subsequently used to invest in Christianson ... (13 pages)View decision -
Decision Reference DRN-5289068
27 Feb 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5289068 The complaint Mr D is unhappy with what Great Lakes Insurance SE did following claims he made on his travel insurance policy. What happened In January 2023 Mr D was involved in an altercation with a security guard while on holiday. As a result he was admitted to hospital for... (4 pages)View decision -
Decision Reference DRN-4916693
27 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4916693 The complaint Mr B complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost as a result. What happened Mr B came across an investment opportunity linked to a ... (3 pages)View decision -
Decision Reference DRN-5348981
27 Feb 2025 Lendable Ltd UpheldConsumer CreditDRN-5348981 The complaint Miss W complains that Lendable Ltd lent irresponsible when it approved her loan application. What happened Miss W applied for a loan of £9,500 with Lendable over a sixty month term in April 2021. The reason given for the loan was debt consolidation. In her app... (3 pages)View decision -
Decision Reference DRN-4960533
27 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4960533 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-5297788
27 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5297788 The complaint Mrs O complains that NewDay Ltd irresponsibly lent to her. What happened Mrs O was approved for an NewDay credit card (which I will refer to as A in this decision), in May 2020 with a credit limit of £1,200. I have detailed the credit limit changes below: Octob... (4 pages)View decision -
Decision Reference DRN-5258321
27 Feb 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5258321 The complaint Ms D is unhappy that she was unable to access her on-line account, via The Royal Bank of Scotland Plc (RBS) app. She said the app locks her out for no reason and she has to repeatedly re-register to access her on-line banking. She also complains about poor serv... (2 pages)View decision -
Decision Reference DRN-4972728
27 Feb 2025 St Andrew's Insurance plc UpheldInsuranceDRN-4972728 The complaint Ms S complains about the way St Andrew’s Insurance Plc has handled a claim she made on her home insurance policy for damage caused by subsidence. Any reference to St Andrew’s includes its appointed agents. What happened In 2019 Ms S noticed damage in her home... (2 pages)View decision -
Decision Reference DRN-5359952
27 Feb 2025 Medicash Health Benefits Limited UpheldInsuranceDRN-5359952 The complaint Mr B complains about how Medicash Health Benefits Limited handled a claim under his health cash plan policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons... (2 pages)View decision -
Decision Reference DRN-5319773
27 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5319773 The complaint A company, which I’ll refer to as W, complains that its business accounts with Metro Bank PLC were closed due to attempted fraud and its banking was offline for 22 days because of administrative errors. Miss O, who is a director of C, brings the complaint on W’... (3 pages)View decision
