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 381196 results
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Decision Reference DRN-5159239
28 Mar 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5159239 The complaint Mrs T complains about the quality of a car she acquired under a hire agreement with RCI Financial Services Limited trading as Mobilize Financial Services (MFS). When I refer to what Mrs T has said and what MFS have said, it should also be taken to include thin... (6 pages)View decision -
Decision Reference DRN-5302362
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5302362 The complaint Ms P complains that Revolut Ltd won’t refund money she lost when she fell victim to an employment scam. Ms P is being represented by solicitors in her complaint. What happened In June 2023, Ms P was contacted on a popular instant messaging service by an indiv... (5 pages)View decision -
Decision Reference DRN-5347018
28 Mar 2025 Target Servicing Limited Not upheldMortgagesDRN-5347018 The complaint Mr E’s complaint relates to a Help-to-Buy loan that was administered on behalf of the lender by Target Servicing Limited. He is unhappy with what has happened since he asked to be allowed to repay the loan in July 2021. Target was the loan administrator from it... (6 pages)View decision -
Decision Reference DRN-5151265
28 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5151265 The complaint Ms I complains Barclays Bank UK PLC (“Barclays”) closed her accounts and did so without explanation. Ms I says Barclays’ actions caused her significant distress and inconvenience at an important time in her life. What happened The details of this complaint are ... (2 pages)View decision -
Decision Reference DRN-5392538
28 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5392538 The complaint Mr and Mrs E have complained that Aviva Insurance Limited (‘Aviva’) unfairly decided to apply its chronic condition exclusion to Mr E’s condition. What happened Mr and Mrs E have had a private medical insurance policy for a number of years, underwritten by Aviv... (2 pages)View decision -
Decision Reference DRN-5435319
28 Mar 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5435319 The complaint Mr H has complained about the actions of Scottish Equitable Plc trading as Aegon (“Aegon”) during the transfer of his Self-Invested Personal Pension (SIPP) and Flexi-access Drawdown policy to another pension provider. In processing the transfer Aegon applied an... (6 pages)View decision -
Decision Reference DRN-5400328
28 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5400328 The complaint N complains that AXA Insurance UK Plc has caused avoidable inconvenience with its handling of a subsidence claim that has been ongoing for a number of years. N feels a lack of updates and responses to emails have added to delays and the inconvenience experience... (3 pages)View decision -
Decision Reference DRN-5427440
28 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5427440 The complaint Mr H complains Monzo Bank Ltd (“Monzo”) closed his account without explanation. Mr H adds that his circumstances make him vulnerable, including being unable to open another account. To put things right, Mr H says he wants the account reopened as his circumstanc... (2 pages)View decision -
Decision Reference DRN-5429728
28 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5429728 The complaint Mr and Mrs S complain about the response of Royal & Sun Alliance Insurance Limited (‘RSA’), to their home insurance claim. As RSA are responsible for the actions of their appointed agents, any reference to RSA in my decision should also be interpreted as co... (5 pages)View decision -
Decision Reference DRN-5379418
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5379418 The complaint Mr D complains Revolut Ltd (“Revolut”) has declined to offer him a refund after he fell victim to an investment scam. What happened I issued a provisional decision in March 2025 to explain why I thought Mr D’s complaint should be partially upheld and I said I’d... (9 pages)View decision
