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 381194 results
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Decision Reference DRN-5610611
9 Jun 2025 IFG Pensions Limited Not upheldPensions and AnnuitiesDRN-5610611 The complaint Mr R’s complaint concerns an investment in two funds of funds, which was made in his self- invested personal pension (SIPP), provided by IFG Pensions Limited (IFG). Mr R’s complaint has been brought on his behalf by a professional representative (“the represent... (12 pages)View decision -
Decision Reference DRN-4823701
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4823701 The complaint Miss W complains that Revolut Ltd won’t refund payments made as part of a scam. Miss W is being represented by a claims management company. What happened The full details of this complaint are known to both parties and have been previously set out by the inve... (4 pages)View decision -
Decision Reference DRN-5611416
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5611416 The complaint Ms K complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. Payment 1 18 May 2023 £5.00 Payment 2 19 June 2023 £7,50... (3 pages)View decision -
Decision Reference DRN-5605729
9 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5605729 The complaint Mrs L complains AXA Insurance UK Plc (“AXA”) caused her distress and inconvenience in how it handled her claim on her landlords insurance policy. She says it declined her claim but wasn’t clear about why and it provided poor customer service. Any references to ... (6 pages)View decision -
Decision Reference DRN-5577641
9 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5577641 The complaint Mrs K complains that a car supplied to her under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (RCI) is of unsatisfactory quality. Mrs K also complained that the agreement was mis-sold to her. As a note, M... (5 pages)View decision -
Decision Reference DRN-5605060
9 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5605060 The complaint Miss F, Ms M, Ms D and Mr M complain that Inter Partner Assistance SA (IPA) hasn’t fully settled a claim they made on a travel insurance policy. As Miss F brought the complaint to us, for ease of reading, I’ve referred mainly to her .What happened Miss F, Ms M,... (4 pages)View decision -
Decision Reference DRN-5610090
9 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5610090 The complaint Mrs S complains that NewDay Ltd trading as Marbles Card was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest and any adverse information removed from her credit file. Mrs S is represented by a third ... (4 pages)View decision -
Decision Reference DRN-5526578
9 Jun 2025 Fleet Mortgages Ltd UpheldMortgagesDRN-5526578 The complaint Ms A complained that Fleet Mortgages Ltd’s valuer wrongly valued her property for a Buy To Let (“BTL”) mortgage. Then she said Fleet caused a delay to her mortgage appeal, because it kept changing its mind about what documentation she had to send. What happened... (3 pages)View decision -
Decision Reference DRN-5596493
9 Jun 2025 Western Provident Association Limited Not upheldInsuranceDRN-5596493 The complaint Mr J complains that Western Provident Association Limited (WPA) has turned down a claim he made on a corporate private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of wh... (3 pages)View decision -
Decision Reference DRN-4955059
9 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4955059 The complaint Mr H is unhappy that Wise Payments Limited (Wise) won’t reimburse money he lost to a scam. Mr H is represented by a third-party claims firm, but I will refer to Mr H here. What happened The background to this complaint is well known to both parties, so I won’... (4 pages)View decision
