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-5518529
30 Apr 2025 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-5518529 The complaint Mr G complains about Caledonian Consumer Finance Ltd’s (Caledonian) response to his claim that a training course he purchased using a fixed sum loan from it was mis-sold to him. What happened In October 2019 Mr G bought a training course from a supplier I’ll ca... (7 pages)View decision -
Decision Reference DRN-5517334
30 Apr 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5517334 The complaint Ms S is represented (by ‘R’). Her Individual Savings Account (‘ISA’) is held on the platform provided by Financial Administration Services Limited, trading as Fidelity. The complaint referred to us said – “Fidelity is providing me with inaccurate information ... (5 pages)View decision -
Decision Reference DRN-5488526
30 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5488526 The complaint Mrs K and Mr M complain about Ageas Insurance Limited (“Ageas”) for declining their claim for damage following a storm. They want Ageas to accept and settle their claim. What happened Mrs K and Mr M insure their home with Ageas. Their policy runs from April to ... (2 pages)View decision -
Decision Reference DRN-5378702
30 Apr 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5378702 The complaint Mr C has complained about a fixed sum loan agreement he took out in December 2021 with Loans 2 Go Limited. He’s said the loan was unaffordable and shouldn’t have been approved. What happened Mr C took out this loan at the end of December 2021. He borrowed £2,00... (3 pages)View decision -
Decision Reference DRN-5228401
30 Apr 2025 Phoenix Wealth Services Limited Not upheldPensions and AnnuitiesDRN-5228401 The complaint Mr M complains that Phoenix Wealth Services Limited, trading as Phoenix Wealth (‘PW’), failed to correctly action the quarterly trades on his pension policy. Mr M would now like PW to recompense his pension for the lost investment growth potential he says he’s ... (4 pages)View decision -
Decision Reference DRN-5396721
30 Apr 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5396721 The complaint Mr T’s complained that AmTrust Specialty Limited didn’t deal promptly with his home emergency claim when a leak was identified. What happened Mr T owns a rental property, which is tenanted. As the landlord, he insures it. His policy includes home emergency co... (3 pages)View decision -
Decision Reference DRN-5346931
30 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5346931 The complaint Mr H has complained that Clydesdale Bank Plc trading as Virgin Money “Virgin Money” rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly se... (4 pages)View decision -
Decision Reference DRN-5503326
30 Apr 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5503326 The complaint Mr M’s complaint is, in essence, that The Co-operative Bank Plc (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 – as amended - (the “CCA”) and (2) participating in an unfair ... (8 pages)View decision -
Decision Reference DRN-5515840
30 Apr 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5515840 The complaint Mr R is unhappy with several aspects of the service he’s received from MBNA Limited. What happened Mr R raised a complaint with MBNA because he was unhappy that his credit limit had been reduced from £20,000 to £500 without any advance notice and because he’d b... (3 pages)View decision -
Decision Reference DRN-4923668
30 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4923668 The complaint Mr A complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr A was looking for work and was contacted via a messaging app about a fully remote job opportunity. Unfortunately, this was a task-based job scam in which he was conv... (3 pages)View decision
