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 121115 results
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Decision Reference DRN-5311638
27 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5311638 The complaint Mr H complains that Advantage Insurance Company Limited provided poor service when he made a claim under his motor insurance policy. What happened In October 2023 Mr H was involved in an accident and he made a claim on the motor insurance policy he had with Adv... (2 pages)View decision -
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
