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-4992780
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4992780 The complaint Ms Y complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. Ms Y is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key ev... (11 pages)View decision -
Decision Reference DRN-5283912
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5283912 The complaint Mr B is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr B fell victim to an investment scam that led him to believe his money was being traded in and g... (9 pages)View decision -
Decision Reference DRN-5230081
24 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5230081 The complaint Mr and Mrs L have complained about their let property insurer Ageas Insurance Limited. They believe Ageas caused the situation in which their property was damaged by water leaks and that its handling of the resultant claim they made was poor. Ageas is the unde... (6 pages)View decision -
Decision Reference DRN-5282670
23 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5282670 The complaint Mr R complains about that UK Insurance Limited (‘UKI’)’s roadside recovery agent damaged his car when he made a claim on his breakdown cover. Mr R’s policy was sold and is administered by an insurance intermediary on UKI’s behalf, and all his correspondence has... (4 pages)View decision -
Decision Reference DRN-5282320
23 Jan 2025 Unum Ltd UpheldInsuranceDRN-5282320 The complaint Mr K has complained that Unum Ltd has declined a claim he made under his employer’s group income protection policy. What happened Mr K’s policy provides cover for Mr K’s own occupation. Benefit will paid after a deferred period of 104 weeks if the policy defini... (4 pages)View decision -
Decision Reference DRN-5283265
23 Jan 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5283265 The complaint Mr M is unhappy with the service he’s received from National Savings and Investments (“NS&I”) surrounding matured account payment requests he made. Mr M is represented in this complaint by his authorised representative, his mother, whom for clarity of refe... (4 pages)View decision -
Decision Reference DRN-5241899
23 Jan 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5241899 The complaint Miss G and Miss W have complained about the way Tesco Underwriting Limited handled a claim under their home insurance policy for damage caused by an escape of water. References in this decision to Tesco include its agents. What happened Miss G and Miss W made... (3 pages)View decision -
Decision Reference DRN-5214215
23 Jan 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5214215 The complaint Mr W is unhappy that a car supplied to him under a hire agreement with Lex Autolease Ltd (“LAL”) was of an unsatisfactory quality. Mrs W brought the complaint on behalf of Mr W, so I’ll also refer to her throughout my decision. When I refer to what LAL has sai... (6 pages)View decision -
Decision Reference DRN-5173544
23 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5173544 The complaint Mr and Mrs S complain that Lloyds Bank PLC (“Lloyds”) won’t refund the money they lost when they fell victim to a scam. What happened With Mr S having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr and Mrs S made a further inves... (7 pages)View decision -
Decision Reference DRN-5282992
23 Jan 2025 AWP Assistance UK Ltd UpheldInsuranceDRN-5282992 The complaint Mr R complains that AWP Assistance UK Ltd (“AWP Assistance”) mishandled his claim on a mobile phone insurance policy. What happened From 30 October 2021, Mr R took out a policy for the period of two years, expiring on 30 October 2023. The policy was branded wi... (3 pages)View decision
