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 369228 results
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Decision Reference DRN-5515805
8 May 2025 Exeter Friendly Society Limited Not upheldInsuranceDRN-5515805 The complaint Ms T complains that Exeter Friendly Society Limited trading as The Exeter didn’t accept a claim she made on her income protection policy. What happened Ms T had experienced symptoms of perimenopause for a number of years which required treatment from her GP and... (3 pages)View decision -
Decision Reference DRN-5477393
8 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5477393 The complaint Miss T and Mr D complain Admiral Insurance Gibraltar Limited (Admiral) didn’t complete satisfactory repairs to her car after she made a claim on her motor insurance policy. In this case Miss T is the policy holder and Mr D is a named driver on the policy. Refe... (3 pages)View decision -
Decision Reference DRN-5431387
8 May 2025 Ark Insurance Group Limited Not upheldInsuranceDRN-5431387 The complaint H has complained about the fees charged by Ark Insurance Group Limited (‘Ark’) when it cancelled H’s warranty. What happened In May 2020, H accepted a quotation provided by Ark as Scheme Administrator for a Residential New Build Latent Defects Insurance Policy ... (5 pages)View decision -
Decision Reference DRN-5542918
8 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5542918 The complaint Miss F complains that Revolut Ltd won’t refund money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Miss F fell victim to a fake job scam after she was approach... (9 pages)View decision -
Decision Reference DRN-5540883
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5540883 The complaint Mr A 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 A throughout this decision. What happened The background to this complaint ... (5 pages)View decision -
Decision Reference DRN-5482253
8 May 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5482253 The complaint The estate of Mrs B is unhappy with the assistance Mrs B received from Red Sands Insurance Company (Europe) Limited under a travel insurance policy (the policy) after she became unwell abroad. All reference to Red Sands includes its agents, such as the medical... (7 pages)View decision -
Decision Reference DRN-4858506
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4858506 The complaint Mr R complains NATIONAL WESTMINSTER BANK PUBLIC LMITED COMPANY (NatWest) didn’t do enough to protect him when he fell victim to an investment scam and that it won’t refund the money he lost as a result. What happened Between 8 November 2023 and 5 January 2024, ... (3 pages)View decision -
Decision Reference DRN-5453403
8 May 2025 Experian Limited Not upheldConsumer CreditDRN-5453403 The complaint Mr S complains Experian Limited are reporting incorrect information about him on his credit file. What happened Mr S says he entered an arrangement to pay with his mortgage company, who I’ll refer to as Company A, but noticed several Credit Reference Agencies ... (4 pages)View decision -
Decision Reference DRN-5408042
8 May 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5408042 The complaint Miss P and Miss P complain about the way Great Lakes Insurance SE has handled a claim they made on their home insurance policy. The policyholders have been represented in bringing the claim and complaint by both a family member and a professional representative... (3 pages)View decision -
Decision Reference DRN-4880094
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4880094 The complaint Mr E complains Revolut Ltd won’t refund the money he lost when he fell victim to a scam. What happened Around August 2023, Mr E says he was contacted by someone via a popular messaging app who told him about a cryptocurrency investment opportunity. Unfortunatel... (2 pages)View decision
