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 366874 results
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Decision Reference DRN-5383395
10 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5383395 The complaint Mr W is unhappy with the settlement offer provided by Aviva Insurance Limited (“Aviva”) for his claim and with the general level of service he’s received under his home insurance policy. What happened Mr W made a claim under his policy when he experienced a lea... (4 pages)View decision -
Decision Reference DRN-5378518
10 Mar 2025 Just Insurance Agents Limited UpheldInsuranceDRN-5378518 The complaint Mr K complains about the service he received from Just Insurance Agents Limited trading as Justtravelcover.com (“Just Travel”) about his travel insurance policy. What happened Mr K renewed his annual multi-trip travel insurance policy on 29 July 2023. He decla... (4 pages)View decision -
Decision Reference DRN-5356630
10 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5356630 The complaint Mr O complains about the market value Admiral Insurance (Gibraltar) Limited placed on his car when settling a claim made under his motor insurance policy. What happened Mr O had a motor insurance policy underwritten by Admiral. In August 2024, Mr O’s car was d... (5 pages)View decision -
Decision Reference DRN-5383016
10 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5383016 The complaint Mr J complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by a job 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 both part... (5 pages)View decision -
Decision Reference DRN-5291546
10 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5291546 The complaint Miss D is unhappy with how Admiral Insurance (Gibraltar) Limited (Admiral) handled a claim made on her motor insurance policy. Any references to Admiral include its agents. What happened In October 2023, Miss D’s car was involved in an accident with a third p... (3 pages)View decision -
Decision Reference DRN-4529796
10 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4529796 The complaint Mrs R and the estate of Mr R’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (th... (27 pages)View decision -
Decision Reference DRN-5382445
10 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5382445 The complaint Mr W complains, that in 2012, Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) didn’t carry out adequate due diligence on his introducers and selected investments when it accepted his self-invested personal pen... (56 pages)View decision -
Decision Reference DRN-5382906
10 Mar 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5382906 The complaint Mrs G is unhappy with the amount Blue Motor Finance Ltd (‘BM’) is saying she owes as a result of her ending a finance agreement with it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here... (6 pages)View decision -
Decision Reference DRN-5380464
10 Mar 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5380464 The complaint Mr M complains that he was misled by Paragon Bank PLC into transferring his funds, which were held in an ISA into an ordinary savings account. What happened In December 2024 Mr M sent a message to Paragon with a query about interest rates. Specifically that the... (4 pages)View decision -
Decision Reference DRN-4895613
10 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-4895613 The complaint Mrs J complains that her Royal London Mutual Insurance Society Limited single premium with-profits endowment plan {‘the policy’} provided a much lower return than she expected. What happened When Royal London recommended the policy in 1998, Mrs J’s objective wa... (3 pages)View decision
