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-5417947
21 Mar 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5417947 The complaint Mr B complains Cabot Credit Management Group Limited incorrectly changed his details which led to him receiving a County Court Judgment (CCJ). What happened Mr B says on 5 March 2024 following a Subject Access Request (SAR) he found Cabot had recorded a CCJ aga... (4 pages)View decision -
Decision Reference DRN-5322754
21 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5322754 The complaint Mr G complains about the quality of repairs to his car, following a claim he made under his motor insurance policy with The National Farmers' Union Mutual Insurance Society Limited (NFU Mutual). What happened The details of what happened are well known to ... (4 pages)View decision -
Decision Reference DRN-5386618
21 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5386618 The complaint Mr and Mrs M complained that Aviva Life & Pensions UK Limited declined a claim on their life assurance policy. What happened Mr and Mrs M took out a life assurance policy in August 1999. The policy ran over a term of 25 years. I’m sorry to hear about Mr M’s... (2 pages)View decision -
Decision Reference DRN-5165542
21 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5165542 The complaint Mr R complains that Shop Direct Finance Company Limited trading as very (SDFCL) was irresponsible in its lending to him. Mr R is represented by a family member Ms R. What happened Mr R was porivded with credit account by SDFCL in November 2020 with an initial c... (3 pages)View decision -
Decision Reference DRN-5382757
21 Mar 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5382757 The complaint Mr A complains about the additional premium he was charged on his motor insurance policy by Haven Insurance Company Limited in relation to a previous non-fault incident. What happened The following is intended only as a brief summary of events. In late 2024, Mr... (3 pages)View decision -
Decision Reference DRN-5370741
21 Mar 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5370741 The complaint Mr A complains about the handling by Accelerant Insurance Europe SA/NV UK Branch of a claim on his commercial motor insurance policy. Mr A is unhappy the claim has remained open for a number of months. What happened Both parties are aware of the circumstances o... (2 pages)View decision -
Decision Reference DRN-5383449
21 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5383449 The complaint Miss M is unhappy that Wise Payments Limited won’t reimburse money she lost to a scam. What happened On 20 February 2025 I issued a provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments befo... (6 pages)View decision -
Decision Reference DRN-5341034
21 Mar 2025 AWP P&C S.A. Not upheldInsuranceDRN-5341034 The complaint Mrs S complains that AWP P&C S.A. hasn’t paid a claim under her travel insurance policy. What happened Mrs S held a travel insurance policy through her bank account. The insurer was AWP. Mrs S travelled abroad in July 2024 but her passport was unfortunate... (3 pages)View decision -
Decision Reference DRN-5352591
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5352591 The complaint Mr H complains that Revolut Limited won’t refund money he lost when he was the victim of a scam. Mr H is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (12 pages)View decision -
Decision Reference DRN-5417880
21 Mar 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5417880 The complaint Mrs A is unhappy that Liverpool Victoria Financial Services Limited (‘LV’): cancelled a life insurance policy she held jointly with her husband, Mr A (‘the policy’); and declined a claim for the life benefit made on the policy after Mr A sadly died. What ha... (4 pages)View decision
