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 4777 results
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Decision Reference DRN-2204929
18 Nov 2020 Ageas Insurance Limited Not upheldInsuranceDRN-2204929 The complaint Mrs M complains that Ageas Insurance Limited wrongly avoided her motor insurance policy on the basis that she’d misrepresented the facts when she took it out. What happened Mrs M bought the policy through a broker (“firm A”) in January 2019 and it was renewed in J... (4 pages)View decision -
Decision Reference DRN-5458701
4 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5458701 The complaint Mr C 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 C fell victim to a cruel investment scam. After initially being contacted online, he was persua... (4 pages)View decision -
Decision Reference DRN-3137963
10 Nov 2021 Easi-Drive Limited Not upheldClaims ManagementDRN-3137963 The complaint Mrs A is unhappy about the way Easi-Drive Limited handled her claim after she was involved in a road traffic accident that she said wasn’t her fault. Mrs A has been represented by her husband, Mr A in this complaint. But for ease of reading I’ve only referred to M... (4 pages)View decision -
Decision Reference DRN2214825
9 Feb 2018 Sabre Insurance Company Limited Not upheldInsurance (excluding PPI)Mr I's complained about the way Sabre Insurance Company Limited is dealing with a claim he made under his car insurance policy.backgroundMr I was unfortunately involved in an incident with another vehicle. He contacted his insurer, Sabre to report the incident. Mr I s... (4 pages)View decision -
Decision Reference DRN-3458330
10 Jun 2022 TSB Bank plc UpheldBanking and PaymentsDRN-3458330 Complaint Mr S is unhappy that TSB Bank plc (“TSB”) closed his current account and then registered a fraud prevention marker against him. He’s also unhappy that TSB retained a final payment from his employer. Background In August 2021, Mr S received a payment of £2,000.00 into ... (4 pages)View decision -
Decision Reference DRN-3137906
11 Jan 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-3137906 The complaint Mrs H an Mr H complain that Shawbrook Bank Limited (“Shawbrook”), has rejected the claim they made under section 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system they say was misrepresented to them by the supplier. Mrs H and Mr H ... (6 pages)View decision -
Decision Reference DRN-2844002
18 Aug 2021 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-2844002 The complaint Mr T’s complaint is about the refusal of a claim Guarantee Protection Insurance policy with Safe World Insurance Group (UK) Ltd. What happened In December 2019, Mr T bought a renewable energy heating system with Contractor A. Mr T was unaware at the time that Cont... (4 pages)View decision -
Decision Reference DRN-3138703
31 Dec 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3138703 The complaint Mr O is unhappy Bank of Scotland plc (“BoS”) won’t refund him the money he lost as a result of a scam. What happened In January 2021, Mr O made two payments totalling £5,500 to purchase two tractors and have them shipped to Sudan. Mr O has told us that he spent ar... (4 pages)View decision -
Decision Reference DRN-2446197
18 Dec 2020 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2446197 The complaint Mr H has complained that Lloyds Bank PLC (Lloyds) mis-sold him two packaged bank accounts (PBAs). He paid monthly fees for the accounts and received several potential benefits in return. Lloyds has accepted that it mis-sold Mr H one of the accounts and has already... (4 pages)View decision -
Decision Reference DRN-4254006
26 Jul 2023 Ageas Insurance Limited UpheldInsuranceDRN-4254006 The complaint Miss M has complained that her insurer Ageas Insurance Limited passed her details to a credit hire company (CHC) and failed to tell her she would need to pay a waiver excess when she made a claim under her car insurance policy. What happened Miss M called Ageas to... (4 pages)View decision