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-5534278
27 May 2025 Wakam UpheldInsuranceDRN-5534278 The complaint Miss M has complained about the way Wakam handled the renewal of her pet policy. What happened Miss M had insured her dog and latterly her cat(s) with Wakam. In October 2022, she believed her renewal premium was too expensive. So, she contacted Wakam to discus... (4 pages)View decision -
Decision Reference DRN-5585629
27 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5585629 The complaint Ms H is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. She’s also dissatisfied with the service she received after the fraud was reported, particularly that Revolut didn’t call her to discuss the situation. What... (5 pages)View decision -
Decision Reference DRN-5578644
27 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5578644 The complaint Mr and Mrs J complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY wouldn’t lend them extra money on their mortgage, because it said they had bad debts. Mr and Mrs J said there was nothing whatsoever on their credit files to support that. What happened... (4 pages)View decision -
Decision Reference DRN-5092384
27 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5092384 The complaint Miss W is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss W fell victim to a cruel investment scam. After responding to an online advert that appea... (6 pages)View decision -
Decision Reference DRN-5573849
27 May 2025 First Complete Limited UpheldMortgagesDRN-5573849 The complaint Mr and Mrs S complain about what happened when they approached a broker working under the umbrella of First Complete Limited trading as PRIMIS Mortgage Network (“PRIMIS”) to help them secure additional mortgage borrowing. What happened Mr and Mrs S were very un... (7 pages)View decision -
Decision Reference DRN-5519273
27 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5519273 The complaint Mrs K is unhappy Monzo Bank Ltd will not refund £4,876 she lost as the result of an authorised push payment (APP) scam. Mrs K brought her complaint to this service through a representative. For ease of reading, I will refer solely to Mrs K in this decision. Wha... (5 pages)View decision -
Decision Reference DRN-5519703
27 May 2025 MBNA Limited UpheldConsumer CreditDRN-5519703 The complaint Miss D has complained about how MBNA Limited handled her loan application, and the delay in receiving the funds. What happened On 12 August 2024, Miss D applied for a loan with MBNA. However, she was later told she’d need to reapply. Ultimately, she received th... (2 pages)View decision -
Decision Reference DRN-5410570
27 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5410570 The complaint Mr B has complained that his car was damaged while it was being repaired by his motor insurer, Tradex Insurance Company PLC (Tradex’), after he made a claim on his policy. Tradex is the underwriter of this policy i.e., the insurer. During the claim Mr B also d... (4 pages)View decision -
Decision Reference DRN-5584348
27 May 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5584348 The complaint Miss K complains Domestic & General Insurance Plc didn’t handle a claim against her device insurance policy fairly. What happened I issued provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair and re... (2 pages)View decision -
Decision Reference DRN-5457067
27 May 2025 GSI Wealth Management Limited UpheldPensions and AnnuitiesDRN-5457067 The complaint Mr S complains that GSI Wealth Management Limited (GSI) provided a poor ongoing service in respect of his Personal Pension Plan (the plan). He wants a refund of the advisor fees he paid. What happened Mr S had dealt with a financial adviser for a number of yea... (6 pages)View decision
