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 119923 results
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Decision Reference DRN-5237069
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5237069 The complaint Mr W complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr W found an advert online for a company that could help him invest in cryptocurrency. I’ll refer to them as ‘V’ for the purposes of this decision. Unfortunate... (8 pages)View decision -
Decision Reference DRN-5391645
19 Mar 2025 Bank of Scotland Plc UpheldMortgagesDRN-5391645 The complaint Mr P is unhappy with valuations carried out on three of his buy-to-let (BTL) properties by surveyors appointed by Bank of Scotland plc trading as Birmingham Midshires (referred to here as BM). Mr P is also unhappy about the way BM’s solicitors dealt with two of... (5 pages)View decision -
Decision Reference DRN-5033125
19 Mar 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5033125 The complaint Mr B complains Fairmead Insurance Limited unfairly avoided his home insurance policy and declined his claim. Fairmead’s been represented by an agent for the claim and complaint. For simplicity I’ve referred to the agent’s actions as being Fairmead’s own. Mr B’... (7 pages)View decision -
Decision Reference DRN-5408460
19 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5408460 The complaint Mr D, being represented by Mrs D, complains that Admiral Insurance (Gibraltar) Limited (‘Admiral’) unfairly priced car insurance quotes by using his gender as a criterion to set the premium. What happened In May 2024 Mrs D sought car insurance quotes from Admi... (2 pages)View decision -
Decision Reference DRN-5078091
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5078091 The complaint Mr C is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In December 2023, Mr C saw an advert on social media. A famous investor claimed to have made significant amounts of money from trading in cryptocurrency. He responded to t... (11 pages)View decision -
Decision Reference DRN-5408367
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5408367 The complaint Mr F complains about the service he received from U K Insurance Limited trading as Churchill (“UKI”) after he made a claim under his motor insurance policy. What happened In early 2024, Mr F made a claim under his motor insurance policy with UKI after his car w... (4 pages)View decision -
Decision Reference DRN-5400390
19 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5400390 The complaint Mr and Mrs V complain that Topaz Finance Limited trading as Hessonite Mortgages has asked them to pay a debt which they believe was settled in 2004. What happened Mr and Mrs V took out a mortgage with Northern Rock in April 2002. There were two parts to this mo... (4 pages)View decision -
Decision Reference DRN-5302094
19 Mar 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5302094 The complaint Mr P and Mrs P complain about AA Underwriting Insurance Company Limited (“AAIC”) and the decision not to complete further repair work after initial repair works failed, leaving their property with mould. Mrs P has acted as the main representative during the cla... (4 pages)View decision -
Decision Reference DRN-5408094
19 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5408094 The complaint Miss C complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I... (4 pages)View decision -
Decision Reference DRN-5088289
19 Mar 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5088289 The complaint Mr T has complained about the administration of a withdrawal request from his Self-Invested Personal Pension (‘SIPP’) with Aviva Life & Pensions UK Limited (‘Aviva’). He says Aviva mistook his request to expedite an existing withdrawal as a request for a se... (3 pages)View decision
