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 364422 results
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Decision Reference DRN-5475724
10 Apr 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5475724 The complaint Mr E has complained about the quality of a car provided on finance by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). What happened VWFS supplied Mr E with a used car on a hire purchase agreement in June 2024. The cash pri... (4 pages)View decision -
Decision Reference DRN-5448428
10 Apr 2025 Chubb European Group SE UpheldInsuranceDRN-5448428 The complaint Mr V has complained that Chubb European Group SE unreasonably refused to pay his claim under his mobile phone insurance after his phone was stolen. What happened Mr V went to a playground with his son. His mobile phone was in his bag which was closed. He left ... (2 pages)View decision -
Decision Reference DRN-5146386
10 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5146386 The complaint Mrs G’s attorney, who I’ll refer to as L, complains that Lloyds Bank PLC won’t allow her to access Mrs G’s accounts through a mobile banking app. L says Lloyds are treating her unfairly by not allowing her to access the full range of online services that are of... (3 pages)View decision -
Decision Reference DRN-5272084
10 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5272084 The complaint Mrs H complains about the outcome of a claim she made to Tesco Personal Finance Limited (“Tesco”) in respect of a cruise. Mrs H is being represented in this complaint, but for ease of reference I’ll refer to Mrs H throughout. What happened The background to thi... (4 pages)View decision -
Decision Reference DRN-5456388
10 Apr 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5456388 The complaint Miss A and Mr M have complained because The National Farmers' Union Mutual Insurance Society Limited (“NFU”) placed a fraud marker on the Credit Industry Fraud Avoidance System (“CIFAS”) and the Insurance Fraud Register without telling them. What happened... (3 pages)View decision -
Decision Reference DRN-5446542
10 Apr 2025 Jeffrey Mortonson UpheldInsuranceDRN-5446542 The complaint Mr L and Miss W have complained about the way Jeffrey Mortonson administered a home insurance policy. What happened Mr L and Miss W own a property jointly. The property was insured under a policy arranged by Jeffrey Mortonson. The property was occupied just by... (3 pages)View decision -
Decision Reference DRN-4675291
10 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4675291 The complaint Mrs E complains Revolut Ltd didn’t do enough to protect her when she fell victim to a recovery scam. What happened Mrs E has an account with Revolut which she opened in 2020 and says she didn’t use again – apart from one payment in April 2023 – until she got sc... (3 pages)View decision -
Decision Reference DRN-5188410
10 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5188410 The complaint Mrs K complains that Monzo Bank Ltd (“Monzo”) won’t reimburse her the money she lost when she fell victim to an investment scam. Mrs K is represented by a third party. What happened In late 2021 Mrs K was introduced to an investment (I will refer to as H) via... (2 pages)View decision -
Decision Reference DRN-5473700
10 Apr 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5473700 The complaint Miss B complains Red Sands Insurance Company (Europe) Limited unfairly declined a claim she made on a pet insurance policy. What happened Miss B took out a policy with Red Sands which started on 9 November 2023 to cover her pet dog “H”. On the 24 November 2023,... (4 pages)View decision -
Decision Reference DRN-5420650
10 Apr 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5420650 The complaint Mr S complains that Inter Partner Assistance SA declined his claim against his travel insurance policy. Reference to IPA includes its agents. What happened Mr S bought a single trip travel insurance policy underwritten by IPA for a return trip departing on 27 ... (3 pages)View decision
