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 4563 results
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Decision Reference DRN9761313
17 Feb 2016 RAC Insurance Limited UpheldInsurance (excluding PPI)Mr W has complained that RAC Insurance Limited didn’t offer him repatriation of his car under his European Breakdown Cover policy and wouldn’t pay for damage caused to his car when it did agree to repatriation.backgroundMr W and his wife were on holiday in France ... (5 pages)View decision -
Decision Reference DRN-2200923
4 Mar 2021 Lloyds Bank PLC UpheldBanking and PaymentsDRN-2200923 The complaint Mr J complains that Lloyds Bank PLC has declined to reimburse him the money he lost when he attempted to purchase a car which it later emerged was not owned by the seller. What happened The details of this case were clearly set out by our investigator when she wro... (5 pages)View decision -
Decision Reference DRN7159384
24 Oct 2019 Tesco Personal Finance PLC UpheldBanking and creditMs C complains Tesco Personal Finance PLC won’t refund her for a photography and modelling package she paid for using her credit card.backgroundMs C saw an advert on a social media website in 2017 for a modelling session. She says the advert offered free registration. Ms C sent a photo of ... (5 pages)View decision -
Decision Reference DRN-3304011
9 Feb 2022 Watford Insurance Company Europe Limited UpheldInsuranceDRN-3304011 The complaint Mr D complains that Watford Insurance Company Europe Limited (“Watford”) mishandled his motor insurance policy. Where I refer to Watford, I include claims-handlers and others insofar as I hold Watford responsible for their acts or omissions. What happened For the ... (6 pages)View decision -
Decision Reference DRN-5649102
26 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5649102 The complaint L, an incorporated company, complains that Revolut Ltd won’t reimburse them for funds they sent as part of an email interception scam. They sent funds to a Revolut account and allege that Revolut didn’t take adequate steps to monitor suspicious activity on the ... (5 pages)View decision -
Decision Reference DRN-5904862
24 Oct 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5904862 The complaint Mr D has complained about the actions of Scottish Equitable Plc when he tried to transfer a self-invested personal pension (‘SIPP’) to another provider. I will, in the main, be referring to Aegon in my decision which is the brand name Mr D will likely be more f... (5 pages)View decision -
Decision Reference DRN-4557742
12 Feb 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4557742 The complaint Miss C complains about Advantage Insurance Company Limited’s (Advantage) handling of her claim, following the theft of a catalytic convertor from her car, under her motor insurance policy. What happened In August 2022 Miss C’s catalytic convertor was stolen from h... (5 pages)View decision -
Decision Reference DRN-4487410
5 Dec 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4487410 The complaint Mr S has complained about his car insurer Skyfire Insurance Company Limited in respect of the valuation it applied and resultant settlement it made for his car which, following an accident, was found to be a total loss. What happened Mr S’s car was damaged. He mad... (5 pages)View decision -
Decision Reference DRN-3088945
27 Jun 2022 Northern Bank Limited UpheldBanking and PaymentsDRN-3088945 The complaint A company I’ll refer to as E complains that Northern Bank Limited trading as Danske Bank (Danske) failed to prevent E from becoming a victim of fraud. To put things right, E wants Danske to refund the £19,832.85 it lost. E is represented by one of its directors, M... (5 pages)View decision -
Decision Reference DRN-5145968
15 Nov 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5145968 The complaint Mr T has complained about the way Mitsubishi HC Capital UK Plc (“MHCC”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act... (5 pages)View decision
