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 367928 results
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Decision Reference DRN-5605060
9 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5605060 The complaint Miss F, Ms M, Ms D and Mr M complain that Inter Partner Assistance SA (IPA) hasn’t fully settled a claim they made on a travel insurance policy. As Miss F brought the complaint to us, for ease of reading, I’ve referred mainly to her .What happened Miss F, Ms M,... (4 pages)View decision -
Decision Reference DRN-5610090
9 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5610090 The complaint Mrs S complains that NewDay Ltd trading as Marbles Card was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest and any adverse information removed from her credit file. Mrs S is represented by a third ... (4 pages)View decision -
Decision Reference DRN-5526578
9 Jun 2025 Fleet Mortgages Ltd UpheldMortgagesDRN-5526578 The complaint Ms A complained that Fleet Mortgages Ltd’s valuer wrongly valued her property for a Buy To Let (“BTL”) mortgage. Then she said Fleet caused a delay to her mortgage appeal, because it kept changing its mind about what documentation she had to send. What happened... (3 pages)View decision -
Decision Reference DRN-5596493
9 Jun 2025 Western Provident Association Limited Not upheldInsuranceDRN-5596493 The complaint Mr J complains that Western Provident Association Limited (WPA) has turned down a claim he made on a corporate private medical insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of wh... (3 pages)View decision -
Decision Reference DRN-4955059
9 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4955059 The complaint Mr H is unhappy that Wise Payments Limited (Wise) won’t reimburse money he lost to a scam. Mr H is represented by a third-party claims firm, but I will refer to Mr H here. What happened The background to this complaint is well known to both parties, so I won’... (4 pages)View decision -
Decision Reference DRN-5583476
9 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5583476 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd (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) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-5603435
9 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5603435 The complaint Mr M is unhappy that Pathlines Pensions UK Limited (‘Pathlines’) – previously London & Colonial Services Limited, but I will refer to Pathlines throughout – failed to meet its obligations and carry out sufficient checks when accepting his self-invested pers... (18 pages)View decision -
Decision Reference DRN-5182083
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5182083 The complaint Mrs P complains that Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam. What happened Mrs P says she fell victim to a cryptocurrency investment scam in 2024, after seeing an advert on social media. She complained to Revolut ... (2 pages)View decision -
Decision Reference DRN-5512475
9 Jun 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5512475 The complaint Mr K and Mr P complaint about the way Liverpool Victoria Insurance Company Limited (‘LV’) handled their motor insurance claim. Mr K has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any acti... (4 pages)View decision -
Decision Reference DRN-5606131
9 Jun 2025 Topaz Finance Limited UpheldMortgagesDRN-5606131 The complaint Mr T complains that Topaz Finance Limited trading as Rosolite Mortgages paid ground rent and associated legal and administrative charges on his mortgage. Mr T said he was in dispute with the landlord’s lawyers about the legal charges, so this shouldn’t have bee... (4 pages)View decision
