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-5524335
2 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5524335 The complaint Mr B and Mr R complain about Lloyds Bank General Insurance Limited’s handling of a claim under their home insurance policy. Lloyds has been represented on the claim by its agents, including the Loss Adjuster. For simplicity, at points, I’ve referred to the acti... (3 pages)View decision -
Decision Reference DRN-5596476
2 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5596476 The complaint Mr S complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened In April 2023, Mr S made payments totalling over £7,000 to a cryptocurrency exchange. He believed he was investing his funds, having been in... (7 pages)View decision -
Decision Reference DRN-5596109
2 Jun 2025 Freetrade Limited UpheldInvestmentsDRN-5596109 The complaint Mr L complains that Freetrade Limited incorrectly advised him that he’d be able to trade some shares on its platform. When that turned out not to be the case, he asked to transfer the shares to another platform. He says this took too long. Mr L says the combina... (6 pages)View decision -
Decision Reference DRN-5423039
2 Jun 2025 The New India Assurance Company Limited UpheldInsuranceDRN-5423039 The complaint Mr R and Ms R complain about The New India Assurance Company Limited (“New India”)’s handling of their buildings insurance claim. Mr R and Ms R are represented by “B”. However, for ease I will refer to Mr R and Ms R below. All references to New India also inclu... (3 pages)View decision -
Decision Reference DRN-5596567
2 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5596567 The complaint Mrs E has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under her mobile phone insurance. References to Aviva include companies acting on its behalf. What happened Mrs E contacted Aviva to make a claim for damage to her mobile phone.... (3 pages)View decision -
Decision Reference DRN-5324785
2 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5324785 The complaint Miss M complains that Monzo Bank Ltd did not reimburse the funds she lost to a scam. What happened Miss M was looking for an apartment to rent overseas. She went onto a genuine property agent website and found an apartment she liked. She contacted the agent, wh... (5 pages)View decision -
Decision Reference DRN-5593561
2 Jun 2025 esure Insurance Limited UpheldInsuranceDRN-5593561 The complaint Mr B complains that esure Insurance Limited trading as esure (“esure”) wouldn’t cover his claim for water damage to his car under his car insurance policy. What happened Mr B had a car insurance policy with esure covering his sports car, which is about 19 years... (4 pages)View decision -
Decision Reference DRN-5595717
2 Jun 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5595717 The complaint Mr W complains about a car supplied to him using a hire purchase agreement taken out with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened Mr W referred a complaint to us along with his representative. As the... (7 pages)View decision -
Decision Reference DRN-5490947
2 Jun 2025 Furness Building Society UpheldBanking and PaymentsDRN-5490947 The complaint Mr R complains about Furness Building Society (FBS) in their handling of his pension payments. As a consequence, Mr R incurred costs and suffered inconvenience. What happened In January 2024, Mr R contacted FBS to check an account balance, expecting it to inclu... (3 pages)View decision -
Decision Reference DRN-5593847
31 May 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5593847 The complaint Mr R complains that ReAssure Limited failed to tell him that his pension Buy Out Plan couldn’t be transferred to a new provider; he says that he wasted two years shopping around looking for a new firm to move his plan to, which is something he was never entitle... (6 pages)View decision
