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 366763 results
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Decision Reference DRN-5469195
24 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5469195 The complaint Mrs and Mr H complain Aviva Insurance Limited (“Aviva”) has unfairly declined their claim for storm damage on their property insurance policy. They’ve also said they’re unhappy it delayed their claim; didn’t make reasonable adjustments to meet the needs of thei... (4 pages)View decision -
Decision Reference DRN-5500222
24 Apr 2025 Cumbria Community Asset and Reinvestment Trust Limited Not upheldBanking and PaymentsDRN-5500222 The complaint Mr B complains that Cumbria Community Asset and Reinvestment Trust Limited trading as Enterprise Answers misled him into taking out a loan that required his personal guarantee rather than a Recovery Loan (”RL”). He says that Enterprise Answers have subsequently... (5 pages)View decision -
Decision Reference DRN-5372493
24 Apr 2025 UK Mortgage Lending Ltd Not upheldMortgagesDRN-5372493 The complaint Mr J complains that UK Mortgage Lending Ltd trading as Pepper Money lent him money on a property he now finds very difficult to sell. Mr J said Pepper didn’t look after his interests when it lent him this money, so it should waive some of the money it charged f... (3 pages)View decision -
Decision Reference DRN-5504059
24 Apr 2025 Metro Bank PLC Not upheldPensions and AnnuitiesDRN-5504059 The complaint E, a Small Self-Administered Scheme (SSAS), complains that Metro Bank Plc have unreasonably declined to refund them funds they lost to a scam. What happened For this complaint E has appointed professional representatives. But for ease of reading in this decisi... (3 pages)View decision -
Decision Reference DRN-5452749
24 Apr 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5452749 The complaint Mr C has complained that Assurant General Insurance Limited trading as Protectyourbubble.com by Assurant unreasonably declined to pay his claim under his mobile phone insurance policy when he lost his phone. What happened Mr C lost his phone out of his trouser... (3 pages)View decision -
Decision Reference DRN-5182907
24 Apr 2025 Vodafone Limited Not upheldConsumer CreditDRN-5182907 The complaint X has complained about the sale and administration of a fixed sum loan agreement with Vodafone Limited. What happened X entered into a fixed sum loan agreement with Vodafone in September 2022. He bought a phone which cost around £1,200 and Vodafone set up his ... (3 pages)View decision -
Decision Reference DRN-5465681
24 Apr 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5465681 The complaint Mrs B complains that National Savings and Investments (NS & I) registered some of her Premium Bonds against the wrong name. As a result those bonds were cashed by the bondholder and she won no prizes. What happened From May 1975 until May 1979, Mrs B tells ... (2 pages)View decision -
Decision Reference DRN-5124165
24 Apr 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5124165 The complaint A company, which I’ll refer to as ‘R’, complains that The Royal Bank of Scotland Plc (‘RBS’) won’t refund the money it’s lost to a scam. Mr T is a director of R and brings the complaint on R’s behalf. What happened Mr T has explained that he was the victim of a... (3 pages)View decision -
Decision Reference DRN-5246162
24 Apr 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5246162 The complaint Mr M complains that a car acquired under a hire purchase agreement with Secure Trust Bank Plc trading as V12 Vehicle Finance (“V12”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this ... (3 pages)View decision -
Decision Reference DRN-5100593
24 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5100593 The complaint Mr R complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr R was added to a messaging group about investing in cryptocurrency and initially did not engage with the members. However, due to some financial difficulties, he wan... (9 pages)View decision