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-4630930
9 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4630930 The complaint Miss A complains that Starling Bank Limited did not refund a series of payments she says she lost to a scam. What happened Miss A was looking for work online, and found a website which had a number of different job opportunities. She found a company I’ll call ‘... (4 pages)View decision -
Decision Reference DRN-5250899
9 Jan 2025 Capita Life & Pensions Regulated Services Limited Not upheldPensions and AnnuitiesDRN-5250899 The complaint Ms C has complained, via her representatives, about a transfer of her self-invested personal pension (‘SIPP’) held with Zurich Assurance Ltd and administered by Capita Life & Pensions Regulated Services Limited (‘Capita’) to a small self-administered scheme... (13 pages)View decision -
Decision Reference DRN-5224802
9 Jan 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5224802 The complaint Miss O complains that Omni Capital Retail Finance Limited (Omni) did not meet her claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of a training course she funded with a fixed sum loan from it. What happened In March 2019 Miss O bought ... (4 pages)View decision -
Decision Reference DRN-4956773
9 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4956773 The complaint Miss S complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Miss S fell victim to an investment scam via a company I’ll call ‘T’ and opened a Revolut account as part of it. Miss S made the following payments from her ... (4 pages)View decision -
Decision Reference DRN-4438771
9 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4438771 The complaint Mr H complains that Revolut Ltd won’t refund money he lost when he fell victim to a scam. What happened Mr H was speaking with someone on a dating app, who I’ll call ‘M’. M told him about significant profits they had made investing through an investment platfo... (9 pages)View decision -
Decision Reference DRN-5247013
9 Jan 2025 British Gas Services Limited Not upheldInsuranceDRN-5247013 The complaint Mr and Ms N complain British Gas Services Limited (“BGSL”) unfairly allowed their home insurance policy to be cancelled which they say led to them not being covered for a claim. What happened Mr and Ms N had a home insurance policy with an insurer. BGSL was re... (6 pages)View decision -
Decision Reference DRN-5194396
9 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5194396 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited agreed to meet his claim for repairs to his car under his car insurance policy, but then reversed its decision after repairs had commenced. What happened Mr B made a claim for rodent damage to his car to... (2 pages)View decision -
Decision Reference DRN-5196181
9 Jan 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5196181 The complaint Ms B complains about a replacement appliance provided by Domestic & General Insurance Plc (‘D&G’) after a claim on her household insurance plan. What happened Ms B took out a D&G insurance policy for her household appliances in December 2023. This c... (3 pages)View decision -
Decision Reference DRN-4644832
9 Jan 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-4644832 The complaint Mr D has complained about the way Ikano Bank AB (publ) (“Ikano”) responded to claims he’d made under section 75 (“s.75”) of the Consumer Credit Act 1974 (“the CCA”), and an alleged unfair relationship taking into account section 140A (“s.140A”) of the CCA. Mr ... (3 pages)View decision -
Decision Reference DRN-5219961
9 Jan 2025 Covea Insurance plc Not upheldInsuranceDRN-5219961 The complaint Mr W complained that Covea Insurance plc (“Covea”) unfairly declined his claim for damage to a garden wall during a period of bad weather. Covea were providing a home insurance policy. What happened Mr W made a claim to Covea following a period of bad weather, ... (3 pages)View decision
