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 369227 results
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Decision Reference DRN-5482805
15 Apr 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5482805 The complaint Mr T complains that Aviva Life & Pensions UK Limited failed to honour an annuity quotation it had issued to him and he’s suffered financial loss as a result. What happened Mr T had a Retirement Annuity personal pension policy. The policy was taken out with... (9 pages)View decision -
Decision Reference DRN-5465714
15 Apr 2025 AXIS Specialty Europe SE Not upheldInsuranceDRN-5465714 The complaint Mr S has complained that AXIS Specialty Europe SE unfairly declined a claim under his landlord property insurance policy for trace and access costs. For the avoidance of doubt, references to “AXIS” include its representatives and agents. What happened Mr S ow... (2 pages)View decision -
Decision Reference DRN-5080470
15 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5080470 The complaint Ms D complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) irresponsibly lent to her when providing her with an overdraft facility. What happened In June 2018, Ms D opened this account, ending 9088 with NatWest. An overdraft was later app... (4 pages)View decision -
Decision Reference DRN-5405391
15 Apr 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5405391 The complaint Miss C and Mr V complain about how Lloyds Bank General Insurance Limited (“Lloyds”) dealt with a claim they made on their home insurance policy following a fire at their property. Although the policy is in both names I will refer to Mr ... (4 pages)View decision -
Decision Reference DRN-5466124
15 Apr 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5466124 The complaint Mr S complains Zopa Bank Limited (Zopa) acted irresponsibly in agreeing to lend to him. And that they’d failed in sending him correspondence about his account. What happened In October 2021 Mr S applied for a credit card account with Zopa. His application was s... (3 pages)View decision -
Decision Reference DRN-5189700
15 Apr 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5189700 The complaint Mr S complains about multiple standing order and CHAPS payment issues on his account with Kroo Bank Ltd (‘Kroo’). What happened In late 2023, Mr S complained about an unpaid standing order and problems making payments to another bank – these were resolved. Betw... (3 pages)View decision -
Decision Reference DRN-5402208
15 Apr 2025 AmTrust Europe Legal Limited Not upheldInsuranceDRN-5402208 The complaint Miss L’s complaint is about the refusal of a claim under her legal expenses insurance cover with AmTrust Europe Legal Limited. AmTrust is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to deal... (2 pages)View decision -
Decision Reference DRN-5406606
15 Apr 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5406606 The complaint Mr C complains Prepay Technologies Ltd should change its terms and conditions and systems so that customers in the future don’t have to go through the same problems he has. What happened Mr C has a pre-paid card which he uses when he goes abroad. He’d had the c... (2 pages)View decision -
Decision Reference DRN-5040904
15 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5040904 The complaint Mrs M is unhappy with how Black Horse Limited trading as Land Rover Financial Services (“Black Horse”) dealt with a voluntary termination of her hire purchase. What happened The circumstances of this complaint are well known to both parties, so I will not repea... (3 pages)View decision -
Decision Reference DRN-5063426
15 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5063426 The complaint Mr P complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr P throughout this decision. What happened The events leading up to this complai... (4 pages)View decision
