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 392389 results
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Decision Reference DRN-5230679
28 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5230679 The complaint Mr S complains about how AXA Insurance UK Plc handled his claim after his car was involved in an incident in December 2023. What happened Mr S has motor insurance with AXA. In December 2023 the front of his car was damaged when it was hit by another vehicle. Mr... (8 pages)View decision -
Decision Reference DRN-5238326
28 Feb 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5238326 The complaint Mr H has complained that Legal and General Assurance Society Limited (‘L&G’) refused to pay a claim and added an exclusion to his policy. What happened Mr H took out an income protection policy, underwritten by L&G. He made a claim which L&G decline... (2 pages)View decision -
Decision Reference DRN-5282812
28 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5282812 The complaint Mr J complained because Lloyds Bank PLC refused to refund him for three cash machine withdrawals which he said he hadn’t authorised. What happened On 1 September 2024, Mr J contacted Lloyds. He said he’d lost his debit card the previous night, and there had be... (3 pages)View decision -
Decision Reference DRN-5244315
28 Feb 2025 World First UK Limited Not upheldBanking and PaymentsDRN-5244315 The complaint M, a limited company, complains that World First UK Limited didn’t ensure that an international payment reached the intended payee. What happened M explains that on 1 May 2024 it sent an international payment of US Dollars 2,900 through World First to a client ... (2 pages)View decision -
Decision Reference DRN-5324393
28 Feb 2025 Lendable Ltd UpheldConsumer CreditDRN-5324393 The complaint Mr C complains that Lendable Ltd lent irresponsibly when it approved his loan application. What happened Mr C applied for a loan of £4,000 with Lendable in October 2023. In his application, Mr C said he was self employed with a monthly income of £2,092 and ren... (3 pages)View decision -
Decision Reference DRN-5332530
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5332530 The complaint Mr P complains that Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispu... (2 pages)View decision -
Decision Reference DRN-5337602
28 Feb 2025 Charter Court Financial Services Limited Not upheldMortgagesDRN-5337602 The complaint E (a limited company represented by its sole director – Mr S) complains that Charter Court Financial Services Limited trading as Precise Mortgages (“Precise”) gave it incorrect information when he asked it for a certificate of interest. For simplicity I’ll say... (3 pages)View decision -
Decision Reference DRN-5176058
28 Feb 2025 The Tavistock Partnership Limited Not upheldPensions and AnnuitiesDRN-5176058 The complaint Mr W has complained that The Tavistock Partnership Limited (Tavistock) has completed a calculation as part of the Financial Conduct Authority’s (FCA) British Steel Pensions Scheme (BSPS) consumer redress scheme and reached the conclusion he isn’t owed any compe... (4 pages)View decision -
Decision Reference DRN-5316705
28 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5316705 The complaint Mr M is unhappy that Admiral Insurance (Gibraltar) Limited (Admiral) removed a named driver from his car insurance policy without his authorisation. What happened In September 2022 Mr M contacted Admiral to arrange car insurance for a guest staying at his home... (2 pages)View decision -
Decision Reference DRN-5362708
28 Feb 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5362708 The complaint Mr C settled his finance agreement early with Moneybarn No. 1 Limited (Moneybarn) and is unhappy with the amount of money they asked him to pay. When I refer to what Mr C or Moneybarn have said or done, it should also be taken to include things said or done on... (5 pages)View decision