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-5150029
19 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5150029 The complaint Miss W complains that Barclays Bank UK PLC did not fully reimburse her when she fell victim to a scam. What happened Miss W met an individual on social media and began talking with him. He told her about an investment opportunity he had been investing in for so... (3 pages)View decision -
Decision Reference DRN-5274207
19 Mar 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5274207 The complaint Ms M is unhappy that a car supplied to her under a conditional sale agreement with Volvo Car Financial Services UK Limited was of an unsatisfactory quality. What happened In March 2023, Ms M was supplied with a new car through a conditional sale agreement with... (5 pages)View decision -
Decision Reference DRN-5297833
19 Mar 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5297833 The complaint Mr M has complained about two loans he took out with Loans 2 Go Limited. He says the loans were unaffordable and therefore shouldn’t have been given to him. What happened In April 2021 Mr M applied online for a £250 loan with Loans 2 Go. The loan was set to hav... (4 pages)View decision -
Decision Reference DRN-5333648
19 Mar 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5333648 The complaint Ms P complains about AmTrust Specialty Limited (“Amtrust”)’s handling of her building guarantee claim. All references to Amtrust also include its appointed agents. What happened What my complaint considers My decision covers events from May 2024 up to Amtrust’s... (3 pages)View decision -
Decision Reference DRN-5298584
19 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5298584 The complaint Mr K complains about the amount Aviva Insurance Limited (“Aviva”) valued his car for, and the claims service it gave him when he made a claim under his motor insurance policy. What happened Mr K had a motor insurance policy with Aviva covering his car which he’... (4 pages)View decision -
Decision Reference DRN-5237069
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5237069 The complaint Mr W complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr W found an advert online for a company that could help him invest in cryptocurrency. I’ll refer to them as ‘V’ for the purposes of this decision. Unfortunate... (8 pages)View decision -
Decision Reference DRN-5391645
19 Mar 2025 Bank of Scotland Plc UpheldMortgagesDRN-5391645 The complaint Mr P is unhappy with valuations carried out on three of his buy-to-let (BTL) properties by surveyors appointed by Bank of Scotland plc trading as Birmingham Midshires (referred to here as BM). Mr P is also unhappy about the way BM’s solicitors dealt with two of... (5 pages)View decision -
Decision Reference DRN-5033125
19 Mar 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5033125 The complaint Mr B complains Fairmead Insurance Limited unfairly avoided his home insurance policy and declined his claim. Fairmead’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Fairmead’s own. Mr B’... (7 pages)View decision -
Decision Reference DRN-5408460
19 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5408460 The complaint Mr D, being represented by Mrs D, complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) unfairly priced car insurance quotes by using his gender as a criterion to set the premium. What happened In May 2024 Mrs D sought car insurance quotes from Admi... (2 pages)View decision -
Decision Reference DRN-5078091
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5078091 The complaint Mr C is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In December 2023, Mr C saw an advert on social media. A famous investor claimed to have made significant amounts of money from trading in cryptocurrency. He responded to t... (11 pages)View decision
