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 369227 results
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Decision Reference DRN-4788092
20 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4788092 The complaint Mr H is unhappy that Barclays Bank UK PLC has decided not to refund him after he was the victim of an Authorised Push Payment (APP) scam. What happened Mr H found an investment opportunity advertised on a social media platform with celebrity endorsements. Ulti... (3 pages)View decision -
Decision Reference DRN-5300810
20 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5300810 The complaint X and his father Mr R complain that Aviva Insurance Limited unfairly mishandled a motor insurance policy. What happened The subject matter of the insurance and the complaint is a hatchback car, first registered in about 2015. X acquired the car in 2019. For t... (4 pages)View decision -
Decision Reference DRN-5337546
20 Feb 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5337546 The complaint Mr E has complained Virgin Media Mobile Finance Limited is holding him liable for a credit agreement he didn’t take out. What happened In May 2024 Mr E complained to Virgin Media that there appeared to be a credit agreement in his name for a mobile handset. He ... (2 pages)View decision -
Decision Reference DRN-5344199
20 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5344199 The complaint Mr A complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened On 30 January 2025 I issued my provisional decision on this complaint. I wanted to give the parties a chance to respond before I issued my final decision. That prov... (4 pages)View decision -
Decision Reference DRN-5298818
20 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5298818 The complaint Mr L complains about Admiral Insurance (Gibraltar) Limited’s decision to decline a claim under his car insurance policy. What happened Mr L had a car insurance policy with Admiral. In July 2023, his car was stolen from outside his house and he made a claim with... (3 pages)View decision -
Decision Reference DRN-5067159
20 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5067159 The complaint Mr B complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim he made to it about the failure of a supplier to deliver the dental treatment which he paid for with credit it provided. What happened In April 2023 Mr B entered into a 25-month... (3 pages)View decision -
Decision Reference DRN-5144477
20 Feb 2025 Vodafone Limited UpheldConsumer CreditDRN-5144477 The complaint Mr D has complained Vodafone Limited is holding him liable for a credit agreement he didn’t take out. What happened In January 2024 Mr D complained to Vodafone that there appeared to be a credit agreement in his name for a mobile handset. He denied having taken... (3 pages)View decision -
Decision Reference DRN-5321740
20 Feb 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5321740 The complaint Miss M is unhappy with the way AA underwriting Insurance Company Limited (AA) have handled the claim she made under her motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. I... (5 pages)View decision -
Decision Reference DRN-5218629
20 Feb 2025 Trinity Lane Insurance Company Limited Not upheldInsuranceDRN-5218629 The complaint Miss D says Trinity Lane Insurance Company Limited wrongly declined a claim she made on her motor insurance policy after her car was stolen. Miss D is represented by Mr D. What happened Miss D was told by the police on 25 December 2023 that her car had been in... (3 pages)View decision -
Decision Reference DRN-5196095
20 Feb 2025 Right to Health LIMITED Not upheldInsuranceDRN-5196095 The complaint Mr and Ms T are unhappy that Right to Health LIMITED (RH) mis-sold her private medical insurance policy. Ms T is the lead complainant on this complaint. For ease therefore I’ll refer to Ms T in this decision even though the policy is joint with Mr T. What happe... (3 pages)View decision
