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 369227 results
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Decision Reference DRN-5265247
30 Jun 2025 Barnett Waddingham LLP UpheldPensions and AnnuitiesDRN-5265247 The complaint Mr J complains that Barnett Waddingham LLP (‘BW’) made a mistake while administering his self-invested personal pension (‘SIPP’) and dis-invested him from one of his holdings. He is unable to take out the same investment again as it is closed to new business. T... (7 pages)View decision -
Decision Reference DRN-5259533
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5259533 The complaint Mr G is unhappy Revolut Ltd (“Revolut”) hasn’t reimbursed him after he fell victim to an investment scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary, Mr G has bee... (3 pages)View decision -
Decision Reference DRN-5487241
30 Jun 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5487241 The complaint Mr B has complained about Acromas Insurance Company Limited. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy. What happened Mr B made a claim under his motor insurance policy and ... (2 pages)View decision -
Decision Reference DRN-5370441
30 Jun 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5370441 The complaint Mr H is unhappy Astrenska Insurance Limited declined his claim. What happened Mr H had an income protection policy underwritten by Astrenska. He left his employment following a difficult time. His employer had raised concerns about his performance - he’d had ... (3 pages)View decision -
Decision Reference DRN-5655807
30 Jun 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5655807 The complaint Mr O complains about the quality of a car supplied to him by BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”). What happened Mr O acquired a used car through a hire purchase agreement with Alphera in June 2024. The price wa... (5 pages)View decision -
Decision Reference DRN-5527599
30 Jun 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5527599 The complaint Miss R and Mr W complained that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly avoided (treated it as though it never existed) their home buildings insurance policy. I’ll refer to Miss R in my decision for ease. What happened In January 2023 Miss R m... (3 pages)View decision -
Decision Reference DRN-5195555
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5195555 The complaint Mr B complains that Revolut Ltd won’t refund money he lost to a scam. A firm represents Mr B, but for ease, I have only referred to Mr B in this decision. What happened Mr B made the following transfers towards what he thought was a legitimate cryptocurrency in... (4 pages)View decision -
Decision Reference DRN-5602135
30 Jun 2025 CIGNA Life Insurance Company of Europe SA-NV Not upheldInsuranceDRN-5602135 The complaint Ms B has complained that CIGNA Life Insurance Company of Europe SA-NV has added an exclusion to a private medical insurance policy. What happened The policy started on 10 January 2020. It doesn’t provide cover for pre-existing medical conditions. When applying... (3 pages)View decision -
Decision Reference DRN-5644486
30 Jun 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5644486 The complaint Miss O complains that she was mis-sold her HomeCare policy by British Gas Insurance Limited as in September 2024 she was told her BoilerMate cylinder couldn’t be repaired as the parts needed weren’t available. So she required a new boiler and had to take out fi... (5 pages)View decision -
Decision Reference DRN-5656339
30 Jun 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5656339 The complaint Mr R has complained about the way Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“MHCC”) handled an application for a lease agreement. What happened The circumstances of the complaint are well known to the parties so I won’t go over everythi... (4 pages)View decision
