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 128535 results
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Decision Reference DRN-5281272
3 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5281272 The complaint Mr J complains that Admiral Insurance (Gibraltar) Limited haven’t given him a fair settlement offer for his car after it was deemed a total loss, and they provided poor service. What happened In August 2024 Mr J made a claim on his car insurance policy followi... (3 pages)View decision -
Decision Reference DRN-5293013
3 Mar 2025 Quilter Financial Services Ltd UpheldInvestmentsDRN-5293013 The complaint Mrs C complains about a delay caused by Quilter Financial Services Ltd when she asked to withdraw a lump sum from her stocks and shares ISA. What happened On 17 May 2024, Mrs C got in touch with her Quilter financial adviser as she was looking to withdraw £153,... (3 pages)View decision -
Decision Reference DRN-5087557
3 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5087557 The complaint Mr and Mrs V complain about the way Royal & Sun Alliance Insurance Limited (“RSA”) has handled a claim they made under their home insurance policy. Mrs V has primarily dealt with the complaint so, for ease of reading, I’ll mostly refer to her. What happen... (5 pages)View decision -
Decision Reference DRN-5361069
3 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5361069 The complaint Mr K complains about the cancellation of his motor insurance policy by Watford Insurance Company Europe Limited (‘Watford’). What happened The background to this complaint is well known to Mr K and Watford. In my decision, I’ll focus mainly on giving the reason... (4 pages)View decision -
Decision Reference DRN-5205137
3 Mar 2025 BUPA Insurance Limited UpheldInsuranceDRN-5205137 The complaint Miss H complains that BUPA Insurance Limited (‘Bupa’) refused to cover the cost of medical treatment under a private medical insurance policy. Miss H is represented by her mother, Mrs H. What happened Miss H is covered under a group private medical insurance ... (2 pages)View decision -
Decision Reference DRN-5210665
3 Mar 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5210665 The complaint Mr C complains that Shawbrook Bank Limited caused a loss of interest and inconvenience by delaying a transfer from an Individual Savings Account (ISA) held with a third-party bank, which I’ll refer to as B, to a new ISA he was opening with Shawbrook. What happe... (2 pages)View decision -
Decision Reference DRN-5278158
3 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5278158 The complaint Mr L complains about the quality of a car he has been financing through an agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (“Alphera”). What happened Mr L took receipt of a used car in October 2023. The car was about fo... (3 pages)View decision -
Decision Reference DRN-5322279
3 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5322279 The complaint Ms H complains that Revolut Ltd (“Revolut”) won’t refund the money she lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2021, Ms H saw an advert for company that... (6 pages)View decision -
Decision Reference DRN-5367487
3 Mar 2025 Metro Bank PLC UpheldConsumer CreditDRN-5367487 The complaint Mr L has complained about a loan Metro Bank PLC trading as Ratesetter provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. What happened In February 2022 Mr L applied online for a £10,000 fixed sum loan with RateSet... (3 pages)View decision -
Decision Reference DRN-5367980
3 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5367980 The complaint Miss N has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In September 2023, Miss N entered into a 25 month fixed sum loan ... (5 pages)View decision