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
-
Decision Reference DRN-5618603
25 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5618603 The complaint Mr D complains that Aviva Insurance Limited (Aviva) unfairly declined a claim he made on a home emergency insurance policy. What happened Mr D owns a property which he rents out. He held a home emergency insurance policy with Aviva. His tenant reported a plumbi... (2 pages)View decision -
Decision Reference DRN-5602915
25 Jun 2025 Keystone Financial Ltd Not upheldPensions and AnnuitiesDRN-5602915 The complaint Mr M complains that Keystone Financial Ltd had a duty of care to challenge his decision not to transfer his deferred benefits from his Occupational Pension Scheme (OPS). Mr M says he has now lost out on taking tax-free cash and drawing income from a drawdown pl... (4 pages)View decision -
Decision Reference DRN-5327751
25 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5327751 The complaint Mr S believes that a car supplied to him under a hire purchase agreement with Black Horse Limited trading as Jaguar Financial Services (JFS) was of an unsatisfactory quality. When I refer to what Mr S or JFS have said or done, it should also be taken to includ... (5 pages)View decision -
Decision Reference DRN-5643414
25 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5643414 The complaint Mr H complains that Aviva Insurance Limited (Aviva) unfairly declined a claim he made on a legal expenses insurance policy. What happened Mr H held a legal expenses insurance policy with Aviva which covered certain matters relating to his property. Mr H contact... (6 pages)View decision -
Decision Reference DRN-5633455
25 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5633455 The complaint Miss P complains Barclays Bank UK PLC’s IT outage meant she couldn’t go to a pre- arranged event, and this meant she wasn’t paid. What happened There was an IT outage at Barclays, and Miss P says she couldn’t travel to an event she was meant to work at, so sh... (3 pages)View decision -
Decision Reference DRN-5646331
25 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5646331 The complaint Mr I complains about the cancellation of his car insurance policy by Advantage Insurance Company Limited (‘Advantage’). What happened Mr I held a car insurance policy underwritten by Advantage. His policy most recently renewed on 14 August 2023 and was being p... (3 pages)View decision -
Decision Reference DRN-5287191
25 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5287191 The complaint Miss R complains Zopa Bank Limited are unfairly holding her responsible for a £15,000 loan she says she applied for as part of a scam. What happened Miss R fell victim to an investment scam following an advertisement she saw on social media. During the scam, s... (2 pages)View decision -
Decision Reference DRN-5000761
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5000761 The complaint Ms A complains Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam and that it won’t refund the money she lost as a result. What happened The background to this complaint is well-known to both parties and so I’ll only refer to... (4 pages)View decision -
Decision Reference DRN-5001036
24 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5001036 The complaint Ms A complains Wise Payments Limited didn’t do enough to protect her when she fell victim to an investment scam and that it won’t refund the money she lost as a result. What happened The background to this complaint is well-known to both parties and so I’ll onl... (4 pages)View decision -
Decision Reference DRN-5465709
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5465709 The complaint Miss Y complains Revolut Ltd won’t refund payments which she says were made without her authority by a scammer. What happened In October 2023, Miss Y received a call from a scammer posing as her bank. They used a spoofed number, which they directed her to look ... (4 pages)View decision
