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 392389 results
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Decision Reference DRN-5998134
6 Feb 2026 Vitality Health Limited Not upheldInsuranceDRN-5998134 The complaint Mrs M is unhappy with the way Vitality Health Limited has handled a claim made on her critical illness policy (‘the policy’). Although Mrs M is being represented in this complaint, for ease, I’ve referred to her throughout. What happened The policy was taken ... (6 pages)View decision -
Decision Reference DRN-5803172
6 Feb 2026 British Gas Insurance Limited Not upheldInsuranceDRN-5803172 The complaint Mr S complains about how British Gas Insurance Limited (“British Gas”) dealt with repairs to his boiler and cylinder in a claim on his home emergency insurance policy. What happened Mr S had a home emergency insurance policy from British Gas covering various do... (3 pages)View decision -
Decision Reference DRN-6128364
6 Feb 2026 Aviva Insurance Limited UpheldInsuranceDRN-6128364 The complaint Mr K and Miss H have complained about Aviva Insurance Limited’s service after they claimed on their motor insurance policy. Mr K has taken the lead in dealing with this complaint, so for simplicity – except for where I think it is appropriate to refer to Miss H... (3 pages)View decision -
Decision Reference DRN-5836745
6 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5836745 The complaint Mr S complains Revolut Ltd (“Revolut”) failed to protect him from financial harm when he fell victim to a scam. What happened The facts of this complaint are well known to both parties, so I do not need to repeat them in detail here. In short, Mr S says Revolut... (3 pages)View decision -
Decision Reference DRN-6135093
6 Feb 2026 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-6135093 The complaint Mrs W is unhappy that Aviva Life & Pensions UK Limited (Aviva) has failed to demonstrate that it has correctly allocated her employee contributions to her Group Pension Plan (GPP). What happened Mrs W’s employer contacted Aviva on 16 January 2025 to reques... (7 pages)View decision -
Decision Reference DRN-6024168
6 Feb 2026 Amplifi Capital (U.K.) Limited UpheldConsumer CreditDRN-6024168 The complaint Mr P complains that Amplifi Capital (U.K.) Limited trading as Reevo Money was irresponsible in its lending to him. What happened Mr P was provided with a £5,000 loan by Reevo Money in May 2025. Mr P was required to make 34 monthly repayments of £222.07 and a fi... (3 pages)View decision -
Decision Reference DRN-5849503
6 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5849503 The complaint Mr F complains that HSBC UK Bank Plc provided him with an unaffordable credit card. What happened HSBC provided Mr F with a credit card with a limit of £4,000 in January 2018. HSBC has said the credit limit was never increased. Mr F complained to HSBC in April... (4 pages)View decision -
Decision Reference DRN-5976322
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5976322 The complaint Mr G complains Santander UK PLC (“Santander”) refuses to refund him for a transaction he made while being blackmailed. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr G says Santander shou... (2 pages)View decision -
Decision Reference DRN-5845068
6 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5845068 The complaint C complains that Revolut Ltd won’t refund money they say they lost when victims of a purchase scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. It’s simpl... (4 pages)View decision -
Decision Reference DRN-5952783
6 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5952783 The complaint Miss M says Monzo Bank Ltd (“Monzo”) failed to protect her from financial harm when she fell victim to a scam. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Miss M says she fell victim... (3 pages)View decision