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 367928 results
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Decision Reference DRN-5266626
22 Apr 2025 Mercer Limited Not upheldPensions and AnnuitiesDRN-5266626 The complaint Mr M is unhappy with the advice given by Mercer Limited (Mercer) in 1992 to transfer defined benefits from his occupational pension scheme (OPS) into a pension policy which entitled him to a guaranteed minimum pension (GMP). Mr M has complained that the terms o... (3 pages)View decision -
Decision Reference DRN-4928608
22 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4928608 The complaint Mrs C complains that Revolut Ltd (“Revolut”) failed to refund money that Mrs C lost as part of a scam. What happened Mrs C saw an advert for a company that purported to be a crypto trading firm who I will call B. B was endorsed by a deep fake video of a famous ... (3 pages)View decision -
Decision Reference DRN-5374381
22 Apr 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5374381 The complaint Mr B has complained that AXA PPP Healthcare Limited mis-sold him a private medical insurance policy and about the way it handled a subsequent claim. What happened Mr B was sold the policy over the phone and chose the ‘guided option’ where he’d have access to a... (4 pages)View decision -
Decision Reference DRN-5488350
22 Apr 2025 Cia Insurance Services Limited UpheldInsuranceDRN-5488350 The complaint Mr and Mrs A complain that Cia Insurance Service Limited mis-sold them a buildings insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the main points: Mr and Mrs A took out buildings insurance for a rent... (5 pages)View decision -
Decision Reference DRN-5499411
22 Apr 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5499411 The complaint Mr S is unhappy with how The Co-operative Bank Plc (Co-op) is reporting his credit card to the credit reference agencies (CRAs). What happened On 19 March 2025 I issued my provisional decision to both parties, setting out the background to this matter and my p... (4 pages)View decision -
Decision Reference DRN-5488342
22 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5488342 The complaint Mr and Mrs A complain about the amount AXA Insurance UK Plc has offered to settle a claim made on their buildings insurance policy. Reference to AXA includes its agents and representatives. What happened The circumstances of this complaint aren’t in dispute, ... (4 pages)View decision -
Decision Reference DRN-5499391
22 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5499391 The complaint Mr L is complaining about the quality of a vehicle supplied to him by Stellantis Financial Services UK Limited trading as Vauxhall Finance (Stellantis). What happened In July 2022, Mr L acquired a new car via a conditional sale agreement with Stellantis. The ag... (4 pages)View decision -
Decision Reference DRN-5350181
22 Apr 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5350181 The complaint Mr H has complained that he lost his protected retirement age when he transferred his pension plan to Aviva Life & Pensions UK Limited. What happened Mr H held a stakeholder pension plan. In this decision I will refer to the pension provider that Mr H held... (4 pages)View decision -
Decision Reference DRN-4965227
22 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4965227 The complaint Mr G complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr G throughout this decision. What happened The background to this complain... (2 pages)View decision -
Decision Reference DRN-4893199
22 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4893199 The complaint Mr N complains that Monzo Bank Ltd will not refund money he lost to a scam. Mr N is represented by C. For ease, I’ve referred to comments made by C as though made by Mr N. What happened The details of this complaint are well known to both parties, so I won’t re... (2 pages)View decision
