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 360982 results
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Decision Reference DRN-5197287
18 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5197287 The complaint Miss M is unhappy that Wise Payments Limited won’t refund a payment made because of a scam. What happened Miss M’s relative was the victim of an investment scam, which involved Miss M opening an account with Wise and sending a payment to someone for £3,500.00 i... (2 pages)View decision -
Decision Reference DRN-5326617
18 Mar 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5326617 The complaint Mr N complains that Liverpool Victoria Financial Services Limited (“LV”) declined a claim under his income protection policy. What happened Mr N has held a personal sick pay policy provided by LV since April 2016. The policy paid a benefit if Mr N was unable t... (4 pages)View decision -
Decision Reference DRN-5158709
18 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5158709 The complaint Mr S complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (5 pages)View decision -
Decision Reference DRN-5359781
18 Mar 2025 Esure Services Limited Not upheldInsuranceDRN-5359781 The complaint Mr R complains Esure Services Limited (ESL) asked him to pay an unreasonable £60 fee when he cancelled his motor insurance policy during the term of cover. He said he wanted justification as to the amount of the cancellation fee. What happened Mr R contacted E... (2 pages)View decision -
Decision Reference DRN-5006291
18 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5006291 The complaint Mr R complains that The National Farmers' Union Mutual Insurance Society Limited (“NFUM”) carried out inadequate repairs to his property following a subsidence claim. What happened In 2018 Mr R noticed some damage at his property. He discovered a large voi... (3 pages)View decision -
Decision Reference DRN-5339323
18 Mar 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5339323 The complaint Mr A complains that Leeds Building Society (“LBS”) won’t allow him to keep his second home saver account open when it was LBS’s error that allowed him to open multiple accounts. Mr A believes because he did nothing wrong and LBS approved all his applications, t... (3 pages)View decision -
Decision Reference DRN-5051165
18 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5051165 The complaint Mr T complains about the way American Express Services Europe Limited (AESEL) dealt with a claim he submitted relating to transactions on his charge card account. More specifically Mr T is unhappy that AESEL did not uphold his claim and provide a refund of the ... (3 pages)View decision -
Decision Reference DRN-5220073
18 Mar 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5220073 The complaint Mr C complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). What happened Mr C took receipt of a used car on 16 April 2024. He financed the deal through a hire purchase agreement with St... (4 pages)View decision -
Decision Reference DRN-5349012
18 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5349012 The complaint Mr M and Mrs M complain about Ageas Insurance Limited (Ageas) declining a claim under their home insurance policy for damage to their property from bad weather. References to Ageas include their agents who administer the policy and assess claims. Mr M and Mrs... (5 pages)View decision -
Decision Reference DRN-5255568
18 Mar 2025 DAVIES MGA SERVICES LIMITED Not upheldInsuranceDRN-5255568 The complaint Mr A complains he was unable to access his home insurance policy documents for a policy administered by DAVIES MGA SERVICES LIMITED (Davies) and it didn’t make him aware a different business was now administering his policy. What happened The events of this com... (2 pages)View decision
