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 382298 results
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Decision Reference DRN-5027605
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5027605 The complaint Ms K is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Ms K is being represented by a claims management company but, for ease of reference, I’ll only refer to Ms K here. What happened The detailed background to this complaint ... (9 pages)View decision -
Decision Reference DRN-5093925
28 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5093925 The complaint Mr F complains that ReAssure Limited (ReAssure) did not provide him with sufficient information to make an informed decision before moving his pension plans to another provider. He says he has suffered a financial loss as a result. What happened Mr F held two ... (2 pages)View decision -
Decision Reference DRN-5430346
28 Mar 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5430346 The complaint Ms B complains that Link Financial Outsourcing Limited trading as Honours Student Loans (HSL) treated her unfairly when dealing with her student loan account. What happened Ms B has complained to HSL about various things over a number of years. She brought all ... (3 pages)View decision -
Decision Reference DRN-5222295
28 Mar 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5222295 The complaint Mr T is unhappy with how Zopa Bank Limited (Zopa) handled a claim he made to them. What happened Mr T complained about retailer R and said two perfume bottles and one aftershave bottle purchased from them weren’t in the package delivered to him in June 2024. He... (4 pages)View decision -
Decision Reference DRN-5415818
28 Mar 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5415818 The complaint Mr B complains that PRA Group (UK) Limited (PRA) are pursuing him for a debt he doesn’t recognise and says they haven’t shown he is liable for. What happened The debt stems from a credit card account with a firm I’ll refer to as B. In October 2021, B sold the a... (5 pages)View decision -
Decision Reference DRN-5433887
28 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5433887 The complaint Mr F has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (SSAS) in April 2015. Mr F’s SSAS was subsequently used to invest in The Resort Group (TRG), a hotel development in Cape Verde. The investment ... (21 pages)View decision -
Decision Reference DRN-5386001
28 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5386001 The complaint Mr O complains that Liverpool Victoria Insurance Company Limited (LV) declined his claim following the theft of his car. What happened Mr O’s car was stolen, and he made a claim on his policy. LV declined the claim because it said Mr O hadn’t garaged the car o... (2 pages)View decision -
Decision Reference DRN-5117096
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5117096 The complaint Mr C complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr C said he invested funds into what he thought was a legitimate AI based cryptocurrency investment opportunity. He said he researched the supp... (2 pages)View decision -
Decision Reference DRN-5399659
28 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5399659 The complaint Mr S, who is represented by a third party, complains that Vanquis Bank Limited (‘Vanquis’) irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr S entered into an agreement with Vanquis to have access to credit by way of... (3 pages)View decision -
Decision Reference DRN-5346766
28 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5346766 The complaint Ms C complains about how Ageas Insurance Limited (“Ageas”) dealt with a claim she made on her home insurance policy following a flood in her home. Ageas are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the actions of its a... (5 pages)View decision
