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 119592 results
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Decision Reference DRN-5325065
24 Mar 2025 Conister Bank Limited UpheldConsumer CreditDRN-5325065 The complaint Mr O complains about a car acquired through a Hire Purchase agreement with Conister Bank Limited (‘Conister’). Mr O has had problems with the car and says these defects would’ve been present when the car was supplied. Mr O brought his complaint through represen... (5 pages)View decision -
Decision Reference DRN-5422923
24 Mar 2025 Vanquis Bank Limited UpheldConsumer CreditDRN-5422923 The complaint Mr S is unhappy that Vanquis Bank Limited chose not to lend him money after initially telling him that they would do. What happened Mr S applied for a loan with Vanquis and spoke with Vanquis when completing his application. Vanquis’ agent told Mr S that he was... (3 pages)View decision -
Decision Reference DRN-5413773
24 Mar 2025 Aldermore Bank Plc UpheldBanking and PaymentsDRN-5413773 The complaint Mr N complains that Aldermore Bank Plc has repeatedly provided him with information on his commercial mortgage lending which just doesn’t match the terms of this lending. He said he’d never received an accurate statement for his mortgage. What happened Mr N has... (6 pages)View decision -
Decision Reference DRN-5027028
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5027028 The complaint Mr B complains that Revolut Ltd won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mr B fell victim to a fake job scam after he was co... (9 pages)View decision -
Decision Reference DRN-5421345
24 Mar 2025 Preferred Mortgages Limited UpheldMortgagesDRN-5421345 The complaint Mr H complains that Preferred Mortgages Limited has not accurately recorded details of his vulnerability. What happened Mr H has a mortgage with Preferred. The mortgage is administered by Acenden – but Preferred is the lender and responsible for what Acenden di... (4 pages)View decision -
Decision Reference DRN-5210893
24 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5210893 The complaint Mr and Mrs M complain about the way Liverpool Victoria Insurance Company Limited (“LV”) dealt with a claim on their buildings insurance policy and about being charged a higher premium as a result. What happened Mr and Mrs M have had their home insurance with LV... (3 pages)View decision -
Decision Reference DRN-5222195
24 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5222195 The complaint Mrs M complains AXA Insurance UK Plc unfairly declined an accidental damage claim under a buildings insurance policy. What happened Mrs M held buildings insurance which was underwritten by AXA. Mrs M had building works done in 2023. These included a new patio, ... (4 pages)View decision -
Decision Reference DRN-5382026
24 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5382026 The complaint Mr and Mrs T complain about Advantage Insurance Company Limited’s decision to decline a claim for escape of water under their home insurance policy. Advantage has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actio... (5 pages)View decision -
Decision Reference DRN-5420942
24 Mar 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5420942 The complaint Miss M complains that Great Lakes Insurance UK Limited has turned down an abandonment claim she made on a travel insurance policy. What happened In April 2024, Miss M took out a single trip travel insurance policy through a broker. The policy was intended to p... (4 pages)View decision -
Decision Reference DRN-5070451
24 Mar 2025 Fairstone Financial Management Limited UpheldInvestmentsDRN-5070451 The complaint Mr and Mrs B complain that compensation offered to them by Fairstone Financial Management Limited in respect of the provision of unsuitable investment advice fails to put them back in the position they’d have been in if they’d been suitably advised. What happen... (3 pages)View decision
