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 365360 results
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Decision Reference DRN-5251953
3 Apr 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5251953 The complaint Mr R complains that AXA PPP Healthcare Limited has turned down a claim he made on a private medical insurance policy and that it’s applied exclusions to the contract. Mr R’s represented by Mrs R. What happened Mr R had held a personal private medical insuranc... (5 pages)View decision -
Decision Reference DRN-5004827
3 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5004827 The complaint Mr B has complained that Revolut Ltd (“Revolut”) won’t refund the money he lost to a third- party investment scam. What happened In February 2023, Mr B came across an investment opportunity on a social media platform. The investment firm (I will refer to as G)... (10 pages)View decision -
Decision Reference DRN-5393680
3 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5393680 The complaint Ms L and Mr R’s complaint is about a mortgage they have with Bank of Scotland plc trading as Halifax. They are unhappy that despite them having asked for a breathing space, Halifax’s solicitors still wrote to them about legal action being pursued. What happened... (3 pages)View decision -
Decision Reference DRN-5274543
3 Apr 2025 Nationwide Building Society Not upheldMortgagesDRN-5274543 The complaint Mr and Mrs R’s complaint relates to a mortgage they have with Nationwide Building Society. They are unhappy that their mortgage moved onto a reversionary interest rate between the end of one and beginning of another interest rate products. In addition, they don... (3 pages)View decision -
Decision Reference DRN-5353557
3 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5353557 The complaint Ms B complains that U K Insurance Limited (“UKI”) mishandled her claim on her breakdown insurance policy. What happened Ms B had a hybrid electric car that had first been registered in late January 2019. Ms B acquired the car not later than early February 2021... (3 pages)View decision -
Decision Reference DRN-5430916
3 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5430916 The complaint Ms C complains that the car she acquired through a hire purchase agreement with Stellantis Financial Services UK Limited (“SFS”) wasn’t of satisfactory quality. She wants to reject the car. What happened Ms C entered a hire purchase agreement in August 2023 to ... (4 pages)View decision -
Decision Reference DRN-5058809
3 Apr 2025 Black Horse Limited UpheldConsumer CreditDRN-5058809 The complaint Miss C complains that a car that was supplied to her under a hire purchase agreement with Black Horse Limited, trading as Land Rover Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Miss C under a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-5411842
3 Apr 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5411842 The complaint Mr R has complained that Zurich Insurance Company Ltd (Zurich) unfairly declined a claim under his home insurance policy. Mr R is represented in this complaint but, for ease, I will only refer to him. References to Zurich include companies acting on its behalf... (2 pages)View decision -
Decision Reference DRN-5295233
3 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5295233 The complaint Miss D complains that Lloyds Bank PLC won’t refund the money she lost as the result of an authorised push payment (APP) scam. Miss D brought her complaint to this service through a professional representative and they made submissions on her behalf. For ease of... (3 pages)View decision -
Decision Reference DRN-5415838
3 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5415838 The complaint Miss C complains that NewDay Ltd (NewDay) were insensitive and unsupportive when she was vulnerable following the loss of her parents. What happened Miss C called NewDay on 14 February 2024 and told them her parents had died and that she’d been made homeless. S... (3 pages)View decision
