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-5545441
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5545441 The complaint A company, which I will refer to as H, complains that Revolut Ltd introduced a new fee for its Basic Business Account without giving adequate notice. What happened H’s director told us: On 25 February 2025, Revolut wrote to him to say it was introducing a mo... (3 pages)View decision -
Decision Reference DRN-5465795
23 May 2025 Countrywide Principal Services Limited UpheldInsuranceDRN-5465795 The complaint Mr N complains that Countrywide Principal Services Limited trading as Countrywide Insurance Services mis-sold a rent protection insurance policy to him and that it later cancelled the policy. What happened In March 2024, Mr N took out rent and legal protection ... (4 pages)View decision -
Decision Reference DRN-5581190
23 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5581190 The complaint Mr U complains that Revolut Ltd didn’t do enough to protect him when he was falling victim to a scam, and that it hasn’t refunded his losses since the scam was revealed. What happened I issued a provisional decision (PD) for Mr U’s complaint on 15 May 2025. I’... (10 pages)View decision -
Decision Reference DRN-5498820
23 May 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5498820 The complaint Mrs H and Mr Y have complained about Legal and General Assurance Society Limited’s (“L&G”) handling of a critical illness claim. What happened The details of this complaint are well known to both parties, so I won't repeat them again here. Instead I’ll... (2 pages)View decision -
Decision Reference DRN-5547845
23 May 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5547845 The complaint Mrs S has complained about Domestic & General Insurance Plc’s (‘D&G’s’) failure to provide information and support in relation to a claim she made for a replacement washing machine. What happened On 6 May 2025 I issued a provisional decision, explaining... (5 pages)View decision -
Decision Reference DRN-5580848
23 May 2025 BUPA Insurance Limited UpheldInsuranceDRN-5580848 The complaint Mrs M has complained about the poor service provided by BUPA Insurance Limited in relation to a private medical insurance policy. What happened The policy began on 20 September 2024 with a monthly premium of £185.60. However, from 25 September 2024 Mrs M was u... (2 pages)View decision -
Decision Reference DRN-5510359
23 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5510359 The complaint Mr H complains that Lendable Ltd failed to check sufficiently whether he could sustain repayments before they agreed to lend to him. What happened In May 2024 Mr H entered into A Fixed Sum Loan agreement with Lendable for £5,000. After interest fees and charg... (4 pages)View decision -
Decision Reference DRN-5580896
23 May 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5580896 The complaint Mr L is complaining about the quality of a vehicle supplied to him by Creation Consumer Finance Ltd (Creation). A representative has assisted Mr L with his complaint, but I’ll refer to Mr L throughout my decision for simplicity. What happened In November 2023, ... (4 pages)View decision -
Decision Reference DRN-5490904
23 May 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5490904 The complaint Miss H complains that following an accident, Accredited Insurance (Europe) Ltd unfairly declined her claim and cancelled her policy. What happened Miss H held a motor insurance policy with Accredited. When she was involved in an accident, she made a claim. Ulti... (4 pages)View decision -
Decision Reference DRN-5156140
23 May 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5156140 The complaint Mr B complains that Phoenix Life Limited have not treated the value of his with-profits pension fairly. He says that it reduced his final bonus after his retirement age had been reached causing him a loss in his pension value. What happened Mr B had a pension w... (3 pages)View decision
