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 367300 results
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Decision Reference DRN-5215722
18 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5215722 The complaint Mr U complains about the amount Admiral Insurance (Gibraltar) Limited paid to settle his car insurance claim. What happened Mr U’s car was hit from behind by a van, which caused damage, so he claimed on his policy with Admiral. Admiral reviewed the claim and ac... (3 pages)View decision -
Decision Reference DRN-5404474
18 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5404474 The complaint Mr C has complained about his property insurer Royal & Sun Alliance Insurance Limited because, at renewal, his premium increased by 79%. What happened Mr C had cover provided by RSA. In November 2023 he made a claim for tracing and accessing a leak. The cl... (5 pages)View decision -
Decision Reference DRN-5355959
18 Mar 2025 Curve UK Limited UpheldBanking and PaymentsDRN-5355959 The complaint Miss C complains that Curve UK Limited (“Curve”) failed to make her aware of the cancellation fee when she signed up to its wallet subscription plan. What happened Miss C signed up to a Curve wallet subscription plan online. When taking out the product at the ... (3 pages)View decision -
Decision Reference DRN-5400957
18 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5400957 Complaint Mr W complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable for him and so he shouldn’t have been lent to. Mr W is represented ... (6 pages)View decision -
Decision Reference DRN-5400996
18 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5400996 Complaint Mr W complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable for him and so he shouldn’t have been lent to. Mr W is represented ... (6 pages)View decision -
Decision Reference DRN-5197287
18 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5197287 The complaint Miss M is unhappy that Wise Payments Limited won’t refund a payment made because of a scam. What happened Miss M’s relative was the victim of an investment scam, which involved Miss M opening an account with Wise and sending a payment to someone for £3,500.00 i... (2 pages)View decision -
Decision Reference DRN-5326617
18 Mar 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5326617 The complaint Mr N complains that Liverpool Victoria Financial Services Limited (“LV”) declined a claim under his income protection policy. What happened Mr N has held a personal sick pay policy provided by LV since April 2016. The policy paid a benefit if Mr N was unable t... (4 pages)View decision -
Decision Reference DRN-5158709
18 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5158709 The complaint Mr S complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (5 pages)View decision -
Decision Reference DRN-5359781
18 Mar 2025 Esure Services Limited Not upheldInsuranceDRN-5359781 The complaint Mr R complains Esure Services Limited (ESL) asked him to pay an unreasonable £60 fee when he cancelled his motor insurance policy during the term of cover. He said he wanted justification as to the amount of the cancellation fee. What happened Mr R contacted E... (2 pages)View decision -
Decision Reference DRN-5006291
18 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5006291 The complaint Mr R complains that The National Farmers' Union Mutual Insurance Society Limited (“NFUM”) carried out inadequate repairs to his property following a subsidence claim. What happened In 2018 Mr R noticed some damage at his property. He discovered a large voi... (3 pages)View decision
