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 121479 results
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Decision Reference DRN-5000755
20 Mar 2025 Scottish Equitable Plc UpheldInvestmentsDRN-5000755 The complaint The Trustees of a Will Trust have complained that Scottish Equitable Plc trading as Aegon (“Aegon”) failed to provide timely and proper customer service in relation to its administrative actions of the trust including, but not limited to, the cessation of regul... (4 pages)View decision -
Decision Reference DRN-5381932
20 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5381932 The complaint Mr B and Mrs B complain that Royal & Sun Alliance Insurance Limited have delayed in dealing with their claim due to an escape of water. They have also not made timely payments, not paid for the full cost of alternative accommodation, and declined a contents... (5 pages)View decision -
Decision Reference DRN-5413922
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5413922 The complaint Ms M complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, I understand that in August and September 2023 ... (12 pages)View decision -
Decision Reference DRN-5079164
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5079164 The complaint Mr H complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost when he fell victim to a scam. What happened Mr H says that in November 2022 he was looking at a sports news website when he found an article about a company I’ll refer to as P in this d... (10 pages)View decision -
Decision Reference DRN-5357536
20 Mar 2025 HSB Engineering Insurance Limited UpheldInsuranceDRN-5357536 The complaint Mr R complains about the way HSB Engineering Insurance Limited handled the administration of a self-build warranty. What happened Mr R took out a self-build warranty with HSB, it carried out inspections throughout the build and the policy certificate for a ten-... (3 pages)View decision -
Decision Reference DRN-5414418
20 Mar 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5414418 The complaint Mrs P’s complaint is that Mitsubishi HC Capital UK Plc trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974. What happened Mrs P purchased membership of a timeshare... (2 pages)View decision -
Decision Reference DRN-5391252
20 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5391252 The complaint Mr J has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr J says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (36 pages)View decision -
Decision Reference DRN-5411994
20 Mar 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5411994 The complaint Mrs H is unhappy that Red Sands Insurance Company (Europe) Limited withdrew cover under her annual travel insurance policy. What happened The background to this complaint is well known to the parties. In summary when a medical development meant Mrs H would hav... (3 pages)View decision -
Decision Reference DRN-5245313
20 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5245313 The complaint Mr F is unhappy that Kroo Bank Ltd will not refund £5,799.13 that he lost as the result of a scam. What happened As both parties are familiar with the details of the scam I will not repeat them in full here. In summary, Mr F fell victim to a safe account scam.... (3 pages)View decision -
Decision Reference DRN-5412122
20 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5412122 The complaint Ms H is unhappy with the service she received from Inter Partner Assistance SA when she claimed on her travel insurance policy. Ms H is represented but I’ll refer to all submissions as being made by her. What happened Ms H attended a private hospital as she was... (6 pages)View decision
