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 380824 results
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Decision Reference DRN-5010634
25 Oct 2024 Canada Life Limited Not upheldInsuranceDRN-5010634 The complaint Mr H has complained that Canada Life Limited unfairly declined his claim. What happened Mr H made a claim on his group critical illness insurance policy, underwritten by Canada Life. The claim was declined so Mr H appealed and complained but Canada Life maintai... (2 pages)View decision -
Decision Reference DRN-5053682
25 Oct 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5053682 The complaint Mr L complains that Aviva Insurance Limited unfairly rejected his mobile phone insurance claim and cancelled his policy. My references to Aviva include its agents. What happened Mr L had mobile phone insurance. The insurer for the policy was Aviva. Mr L made a ... (4 pages)View decision -
Decision Reference DRN-4998395
25 Oct 2024 Assicurazioni Generali SpA Not upheldInsuranceDRN-4998395 The complaint Mr N complains that Assicurazioni Generali SpA (Generali) has turned down an incapacity claim he made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary o... (8 pages)View decision -
Decision Reference DRN-5105040
25 Oct 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5105040 The complaint Mr F complains about missed payments recorded on his credit file by Barclays Bank UK PLC trading as Barclaycard after he repaid the outstanding balance of his credit card. What happened The background to this complaint and my initial conclusions were set out in... (3 pages)View decision -
Decision Reference DRN-4925291
25 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4925291 The complaint Mr B, via a representative, complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Ins... (3 pages)View decision -
Decision Reference DRN-4853066
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4853066 The complaint Mrs S complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The background of t... (9 pages)View decision -
Decision Reference DRN-5056502
25 Oct 2024 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5056502 The complaint Miss F and Mr R have complained about how Accredited Insurance (Europe) Ltd (‘Accredited’) dealt with a claim under their home insurance policy. References to Accredited include companies and contractors acting on its behalf. What happened Miss F and Mr R con... (4 pages)View decision -
Decision Reference DRN-4749993
25 Oct 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4749993 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. ... (4 pages)View decision -
Decision Reference DRN-5076957
25 Oct 2024 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5076957 The complaint Mr F has complained through a representative that Marks & Spencer Financial Services Plc (“M&S") gave him loans without carrying out proportionate affordability checks. Had better checks been made than M&S would’ve discovered the loans weren’t ... (6 pages)View decision -
Decision Reference DRN-5052990
25 Oct 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5052990 The complaint Mr G complains that Volkswagen Financial Services (UK) Limited (“VW”) approved a hire purchase agreement which wasn’t affordable for him. What happened In October 2022, VW provided Mr G with an agreement for a used car. The cash price for the vehicle was £39,7... (4 pages)View decision
