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-3417827
20 Jan 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-3417827 The complaint Mr W has complained about the actions of ReAssure Limited (“ReAssure”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2015. The QROPS subsequently invested in an asset that is unlikely to realise any val... (9 pages)View decision -
Decision Reference DRN-4634797
20 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4634797 The complaint Mr S complains Revolut Ltd won’t refund the money he lost to a scam. What happened In mid-2022, Mr S was researching investment opportunities when he saw an advert for a company I’ll refer to as V, seemingly promoted by a well-known media personality. Mr S resp... (3 pages)View decision -
Decision Reference DRN-5211394
20 Jan 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5211394 The complaint Mr R’s complaint is about the handling of a claim under his motor legal protection policy with Admiral Insurance (Gibraltar) Limited. Admiral is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to ... (4 pages)View decision -
Decision Reference DRN-5206901
20 Jan 2025 U K Insurance Limited UpheldInsuranceDRN-5206901 The complaint Mr C complains about the settlement that UK Insurance Limited (UKI) offered him for the total loss of his car following a claim made on his motor insurance policy. What happened Mr C’s car was damaged in an accident, and he made a claim on his policy. UKI offe... (3 pages)View decision -
Decision Reference DRN-5226612
20 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5226612 The complaint Mr M says Bank of Scotland plc, trading as “Halifax”, should’ve blocked his transactions and done more to protect his account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. Mr M is no longer complain... (2 pages)View decision -
Decision Reference DRN-5200203
20 Jan 2025 RAC Insurance Limited Not upheldInsuranceDRN-5200203 The complaint Mr C and Ms M complain about the level of service provided by RAC Insurance Limited following a claim made on their roadside assistance insurance whilst they were in Europe. They want their trailer repatriated and all costs covered. Ms M is a named driver on Mr... (3 pages)View decision -
Decision Reference DRN-5226598
20 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5226598 The complaint Mr M says Lloyds Bank PLC (“Lloyds”) failed to block transactions on his account he says it shouldn’t have allowed to go through. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr M says L... (2 pages)View decision -
Decision Reference DRN-5219650
20 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5219650 The complaint Ms Q has complained about damage she said Aviva Insurance Limited (Aviva) engineers caused when she made a home emergency claim. What happened Ms Q contacted Aviva to ask it to send an engineer to deal with leaking pipes and a radiator valve. Engineers visited... (3 pages)View decision -
Decision Reference DRN-5240005
20 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5240005 The complaint Ms S complains that Legal and General Assurance Society Limited (L&G) stopped paying benefit for an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’v... (4 pages)View decision -
Decision Reference DRN-5241997
20 Jan 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5241997 The complaint Mr W’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Mr W alle... (7 pages)View decision
