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 369228 results
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Decision Reference DRN-5356259
26 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5356259 The complaint Mrs T complains that Revolut Ltd (‘Revolut’) won’t refund the money that she lost to an investment scam. She’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mrs T throughout this decision. What happened The background to this ... (13 pages)View decision -
Decision Reference DRN-5331856
26 Feb 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5331856 The complaint Mr L complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved his loan application. What happened Mr L applied for a loan of £2,000 with 118 118 Money in September 2018. In his application, Mr L said he was earning £3,1... (2 pages)View decision -
Decision Reference DRN-5158679
26 Feb 2025 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5158679 Complaint Mr A has complained about the quality of a car that Tesla Financial Services Limited (“Tesla Financial”) supplied to him through a conditional sale agreement. Background In September 2022, Tesla Financial provided Mr A with finance for a brand-new car. The cash pr... (4 pages)View decision -
Decision Reference DRN-4960224
26 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-4960224 The complaint Mrs C complains that Barclays Bank UK PLC has not offered her a new interest rate on her mortgage, meaning she’s been over-charged interest as a result. The complaint has been brought by her husband Mr C acting on her behalf. What happened Mrs C has had a mortg... (3 pages)View decision -
Decision Reference DRN-5195743
26 Feb 2025 American International Group UK Limited Not upheldInsuranceDRN-5195743 The complaint Miss M complains that American International Group UK Limited (AIG) has turned down a curtailment claim she made on a travel insurance policy. What happened Miss M was abroad in December 2023 and was due to return to the UK in early January 2024. Unfortunately,... (3 pages)View decision -
Decision Reference DRN-5300194
26 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5300194 The complaint Mr H complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr H applied for a credit card with Vanquis in April 2012. In his application, Mr H said he was employed... (4 pages)View decision -
Decision Reference DRN-5356198
26 Feb 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5356198 The complaint Mrs C complains because Red Sands Insurance Company (Europe) Limited (‘Red Sands’) said she’d need to pay an additional premium for her travel insurance policy when she told it about a new medical condition. All references to Red Sands include the agents appoin... (5 pages)View decision -
Decision Reference DRN-5357326
26 Feb 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5357326 The complaint Mr L and Ms M have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy for delayed baggage. What happened Mr L and Ms M were due to fly back from a trip abroad on 18 April 2024. They’d checked in their bags... (3 pages)View decision -
Decision Reference DRN-5309161
26 Feb 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5309161 The complaint Mr B complains about being unable to access funds in his account with The Co-operative Bank Plc. He also complains about the difficulty he faced in servicing his account. What happened Mr B complained to Co-op Bank that he was unable to withdraw funds from an ... (3 pages)View decision -
Decision Reference DRN-5343918
26 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5343918 The complaint Mr A complains that Aviva Insurance Limited (“Aviva”) declined a claim under his boiler cover policy. When I mention Aviva, I also mean its contractors and suppliers. What happened Mr A had a boiler repair policy with Aviva covering his domestic boiler. In late... (4 pages)View decision
