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 368546 results
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Decision Reference DRN-5413922
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5413922 The complaint Ms M complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, I understand that in August and September 2023 ... (12 pages)View decision -
Decision Reference DRN-5079164
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5079164 The complaint Mr H complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost when he fell victim to a scam. What happened Mr H says that in November 2022 he was looking at a sports news website when he found an article about a company I’ll refer to as P in this d... (10 pages)View decision -
Decision Reference DRN-5360241
20 Mar 2025 AXA XL Insurance Company UK Limited Not upheldInsuranceDRN-5360241 The complaint A charity, which I will refer to as E, complains about the decline of its commercial property insurance claim by AXA XL Insurance Company UK Limited. What happened The following is intended only as a brief summary of events. Additionally, even though other part... (4 pages)View decision -
Decision Reference DRN-5357536
20 Mar 2025 HSB Engineering Insurance Limited UpheldInsuranceDRN-5357536 The complaint Mr R complains about the way HSB Engineering Insurance Limited handled the administration of a self-build warranty. What happened Mr R took out a self-build warranty with HSB, it carried out inspections throughout the build and the policy certificate for a ten-... (3 pages)View decision -
Decision Reference DRN-5414418
20 Mar 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5414418 The complaint Mrs P’s complaint is that Mitsubishi HC Capital UK Plc trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974. What happened Mrs P purchased membership of a timeshare... (2 pages)View decision -
Decision Reference DRN-5329512
20 Mar 2025 Covea Insurance plc Not upheldInsuranceDRN-5329512 The complaint A limited company, which I will refer to as H, complains about the decline of its commercial insurance claim by Covea Insurance plc. What happened The circumstances of this complaint are known to both parties, and are not really in dispute. So, the following is... (3 pages)View decision -
Decision Reference DRN-5391252
20 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5391252 The complaint Mr J has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr J says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (36 pages)View decision -
Decision Reference DRN-5398693
20 Mar 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5398693 The complaint Mr D complains that Metro Bank PLC trading as RateSetter was irresponsible when it offered him a loan. What happened RateSetter agreed a loan of £5,000 for Mr D in January 2023. The total amount owed was £5,883.12 to be repaid at £163.42 a month over 36 months... (5 pages)View decision -
Decision Reference DRN-5345035
20 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5345035 The complaint Mr M complains that AXA Insurance UK Plc (“AXA”) unfairly declined his claim for the theft of his car, under his motor insurance policy. He wants it to pay his claim as well as the additional payments he’s made for his car’s finance. What happened Mr M agreed w... (3 pages)View decision -
Decision Reference DRN-5292665
20 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5292665 The complaint Ms P, who runs a small business, has complained about Aviva Insurance Limited. Aviva provides the insurance for her business premises and she thinks it’s acted unreasonably regarding a claim she made when there was a break-in. A broker has been representing Ms... (3 pages)View decision
