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-5502388
7 May 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5502388 The complaint Mr and Mrs W complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a claim under their travel insurance policy. All references to IPA include the agents appointed to handle claims on its behalf. What happened Mr and Mrs W were insured under a ‘gold’ ... (3 pages)View decision -
Decision Reference DRN-5306165
7 May 2025 Aviva Life Services UK Limited Not upheldMortgagesDRN-5306165 The complaint Mr C and Mrs F complain that Aviva Life Services UK Limited mis-sold them a lifetime mortgage in 2003. What happened Mrs F’s son, who holds power of attorney for Mrs F, is representing Mr C and Mrs F in this complaint. In November 2003, Mr C and Mrs F met with... (4 pages)View decision -
Decision Reference DRN-5491217
7 May 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5491217 The complaint This complaint is brought by Mr F in his capacity as a director of a limited company I will call I Ltd. Mr F says that, during the course of a re-mortgage application, the service I Ltd received from Atom Bank PLC was unacceptable. Specifically, Mr F has compla... (5 pages)View decision -
Decision Reference DRN-5485828
7 May 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5485828 The complaint Mr R complains that Creation Consumer Finance Limited has reported adverse information to the credit reference agencies about a hire purchase agreement that he voluntarily terminated. What happened A used car was supplied to Mr R under a hire purchase agreement... (3 pages)View decision -
Decision Reference DRN-5489718
7 May 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5489718 The complaint Mr O complains that Santander Consumer (UK) plc (‘Santander’) marked a payment as being missed on his credit file, and he would like this correcting. Mr O also seeks an apology from Santander for the delays he experienced sorting this matter out. What happene... (3 pages)View decision -
Decision Reference DRN-4944820
7 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4944820 The complaint Mr B is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a cryptocurrency investment scam. What happened Both parties are familiar with the background to this complaint so I won’t go into detail here. In short, Mr B says that... (3 pages)View decision -
Decision Reference DRN-5411340
7 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5411340 The complaint Mr A complains that Wise Payments Limited didn’t do enough to prevent him from losing money to a scam. Mr A has used a representative to help him with his complaint. But, for ease of reading, I’ll mostly just refer to Mr A himself, where I also mean the repres... (3 pages)View decision -
Decision Reference DRN-5411336
7 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5411336 The complaint Mr A complains that Revolut Limited didn’t do enough to prevent him losing money to a scam. Mr A has used a representative to help him bring his complaint. But for ease of reading, I’ll mostly just refer to Mr A himself, where I also mean the representative. ... (3 pages)View decision -
Decision Reference DRN-5501291
7 May 2025 Gresham Insurance Company Limited Not upheldInsuranceDRN-5501291 The complaint Mrs K is unhappy with the decision by Gresham Insurance Company Limited following a claim for storm damage on her home insurance policy. Mrs K’s son is the authorised representative on this complaint. As the policy is in the name of Mrs K only, I have referred... (4 pages)View decision -
Decision Reference DRN-5521082
7 May 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5521082 The complaint Mr S is unhappy with J P Morgan Europe Limited trading as Chase. Mr S opened a new account with Chase and shortly after that the account interest rates decreased. Mr S contacted Chase to find out why it hadn’t notified customers of this. Chase said it had made... (2 pages)View decision
