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 369228 results
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Decision Reference DRN-5430417
16 Jun 2025 ReAssure Life Limited Not upheldInsuranceDRN-5430417 The complaint Mrs D and Mr D complain that after they missed a payment on their whole of life policy, ReAssure Life Limited didn’t follow their reinstatement policy. What happened In 2001, Mrs D and Mr D took out a whole of life policy with a business that has since been acq... (3 pages)View decision -
Decision Reference DRN-5553719
16 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5553719 The complaint Miss G complains TransUnion International UK Limited has acted unfairly by not disputing information on her credit file, after she asked it to. What happened In October 2024 Miss G contacted TransUnion as she noticed a search on her credit file, from a company... (3 pages)View decision -
Decision Reference DRN-5627376
16 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5627376 The complaint Mr B and Mrs S have complained about the delays caused by their travel insurer, Inter Partner Assistance SA (“IPA”), while reviewing a claim they made on their policy. What happened I issued a provisional decision regarding this complaint last month where I sa... (3 pages)View decision -
Decision Reference DRN-5627291
16 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5627291 The complaint Mr U complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr U said he had been interested in trading in cryptocurrency and had used a cryptocurrency provider, I’ll refer to as B, to do so. Mr U told u... (11 pages)View decision -
Decision Reference DRN-5519982
16 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5519982 The complaint Miss O complains that Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Miss O fell victim to a safe account scam. She r... (8 pages)View decision -
Decision Reference DRN-5547019
16 Jun 2025 Vitality Health Limited UpheldInsuranceDRN-5547019 The complaint Miss L complains that Vitality Health Limited turned down a claim she made on a group private medical insurance policy. What happened Miss L has been insured by her employer’s group private medical insurance policy since November 2021. The contract is underwrit... (5 pages)View decision -
Decision Reference DRN-5627409
16 Jun 2025 Covea Insurance plc UpheldInsuranceDRN-5627409 The complaint Mr M, representing company J, has complained about J’s motor trade insurer, Covea Insurance plc. Mr M feels Covea has unfairly declined J’s claim for equipment which was damaged beyond repair. A loss assessor has been assisting J/Mr M. For ease of reading thou... (4 pages)View decision -
Decision Reference DRN-5364987
16 Jun 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5364987 The complaint Mr V complains Metro Bank PLC acted unfairly by not refunding a payment he made using his debit card. What happened In September 2024 Mr V booked flights using a company I’ll refer to as O. During this process he also signed up for, what he believed to be a fr... (3 pages)View decision -
Decision Reference DRN-5627309
16 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5627309 The complaint Ms S complains that Bank of Scotland plc trading as Intelligent Finance (IF), haven’t treated her fairly. She says it was agreed in 2006 that she could let her property out and was charged a fee for this. But she’s since found out that they have charged her 0.5... (4 pages)View decision -
Decision Reference DRN-5416650
16 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5416650 The complaint Mrs D, via a representative, has complained that J.P. Morgan Europe Limited trading as Chase (“Chase”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not r... (3 pages)View decision
