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 121262 results
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Decision Reference DRN-5306472
11 Mar 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5306472 The complaint Mr I is unhappy that Haven Insurance Company Limited refused to fully settle a claim he made for accidental water damage to his property. What happened Mr I held a home insurance policy with Haven which was incepted in August 2023. In February 2024, Mr I’s prop... (3 pages)View decision -
Decision Reference DRN-5291119
11 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5291119 The complaint Mr N is unhappy with the valuation figure Admiral Insurance (Gibraltar) Limited (Admiral) offered after he made a claim under his motor insurance policy. What happened In September 2024 Mr N’s car was stolen from outside his home. He reported the claim to Admi... (2 pages)View decision -
Decision Reference DRN-5386977
11 Mar 2025 Select Contracts Uk Limited UpheldConsumer CreditDRN-5386977 The complaint Miss R is unhappy that she was paying for a car maintenance package following a car order cancellation. She is also unhappy with the overall customer service she received from Select Contracts UK Limited (‘SCL’). When I refer to what Miss R or SCL have said or... (4 pages)View decision -
Decision Reference DRN-5367485
11 Mar 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5367485 The complaint Mr W complains about the way American Express Services Europe Limited (AESEL) (Amex) administered his accounts and the information it’s recorded on his credit file. What happened The background to Mr W’s complaint and my initial conclusions were set out in a pr... (6 pages)View decision -
Decision Reference DRN-5373507
11 Mar 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5373507 The complaint Mr B complains that National Westminster Bank Plc irresponsibly lent him two personal loans, and that it didn’t treat him fairly when he had difficulties with repayment. What happened In October 2018 Mr B borrowed £7,000 from NatWest over a term of 60 months – ... (5 pages)View decision -
Decision Reference DRN-5386737
11 Mar 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5386737 The complaint Mr O is unhappy with Legal and General Assurance Society Limited’s decision to decline his income protection claim. What happened The background to this decision is set out as part of my provisional findings. To summarise, Mr O became too unwell to work in June... (2 pages)View decision -
Decision Reference DRN-5156111
11 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5156111 The complaint Miss B complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Miss B fell victim to a task-based job scam in which she was convinced to send cryptocurrency to a scammer for a job. Miss B found a fully remote job opportu... (10 pages)View decision -
Decision Reference DRN-5386448
11 Mar 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5386448 The complaint Mrs T complains that American Express Services Europe Limited (Amex) has not refunded a payment she made for a holiday which was unsatisfactory and which she paid for using her Amex credit card. She says too that Amex misled her into thinking that she had recei... (5 pages)View decision -
Decision Reference DRN-5385931
11 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5385931 The complaint Mr W complains, with the help of a representative, that Options UK Personal Pensions LLP (‘Options’ – formerly Carey Pensions) didn’t undertake sufficient due diligence before accepting his application to open a self-invested personal pension (‘SIPP’) and his i... (33 pages)View decision -
Decision Reference DRN-5386321
11 Mar 2025 Equifinance Limited UpheldMortgagesDRN-5386321 The complaint Miss C says that a secured (second charge) loan she took out in 2017 with Equifinance Limited was unaffordable and irresponsibly lent. What happened Miss C applied for this loan in October 2019 through an independent mortgage broker. The offer issued on 19 Nove... (4 pages)View decision
