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 370149 results
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Decision Reference DRN-5394317
9 May 2025 e-insurance Trading Ltd Not upheldInsuranceDRN-5394317 The complaint Mr F complains e-insurance Trading Ltd trading as MyInsurance treated him unfairly which led to him purchasing a boat which was in a poor condition. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instea... (3 pages)View decision -
Decision Reference DRN-5537734
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5537734 The complaint Mr M complains Revolut Ltd won’t refund the money he lost to a scam. What happened In mid-2022, Mr M was looking for work and he came across an advert for a job opportunity with a cryptocurrency company. Unfortunately, this was a scam. Mr M completed an intervi... (3 pages)View decision -
Decision Reference DRN-5548343
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5548343 The complaint Mr L is unhappy that Revolut Ltd (“Revolut”) won’t refund the money he lost to a job scam. Mr L is represented by a firm of solicitors. What happened In November 2023, Mr L was contacted by someone on a social media messaging service about a remote job opportu... (4 pages)View decision -
Decision Reference DRN-5544572
9 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5544572 The complaint Mr I and the estate of Mrs I complain that Aviva Insurance Limited complain that Aviva didn’t settle a claim made on a travel insurance policy. As Mr I represents the estate, I’ll mainly refer to Mr I. What happened Mrs I sadly died during a tragic incident abr... (3 pages)View decision -
Decision Reference DRN-5460199
9 May 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5460199 The complaint Mr Z has complained that Inter Partner Assistance SA (IPA) declined a claim he made under his travel insurance policy. The policy was branded under a different name, but for simplicity here all references to IPA include the actions of its appointed agents. What... (3 pages)View decision -
Decision Reference DRN-5097550
9 May 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5097550 The complaint X has complained that Tesco Personal Finance Limited trading as Tesco Bank, failed properly to deal with his chargeback requests. What happened X paid £197.44 to a company called Holiday Cars, for a voucher for hiring a car. He then used the voucher to hire an ... (2 pages)View decision -
Decision Reference DRN-5523731
9 May 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5523731 The complaint Mr M complains about Automobile Association Insurance Services Limited (AA) and the additional costs he paid during a breakdown recovery. What happened Mr M held a breakdown policy which included ‘Roadside Assistance’ but not ‘National Recovery’. Mr M used his... (3 pages)View decision -
Decision Reference DRN-5080408
9 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5080408 The complaint Mr C is complaining that Nationwide Building Society didn’t do enough to prevent him from making payments to a scam. What happened The circumstances of the scam are well-known to both parties so I won’t go into detail here. In short, in March 2024 Mr C fell vi... (3 pages)View decision -
Decision Reference DRN-5278605
9 May 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5278605 The complaint Mrs M complains about a car supplied under a hire purchase agreement, provided by STARTLINE MOTOR FINANCE LIMITED (‘SMF’). What happened Around August 2022 Mrs M acquired a used car under a hire purchase agreement with SMF. The car is listed with a cash price ... (5 pages)View decision -
Decision Reference DRN-5513198
9 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5513198 The complaint Mrs A complains that NewDay Ltd trading as Marbles was irresponsible in its lending to her. She wants all interest and charges applied to her credit card account from the first credit limit increase refunded along with statutory interest. She also wants any adv... (4 pages)View decision
