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 363925 results
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Decision Reference DRN-5296077
7 Apr 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5296077 The complaint Mr P is unhappy that Haven Insurance Company Limited refused to fully settle a claim he made, following an escape of water. What happened Mr P held a home insurance policy with Haven which was incepted in February 2022. In January 2024, Mr P’s property suffered... (6 pages)View decision -
Decision Reference DRN-5056671
7 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5056671 The complaint Mr L complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost as a result of a scam. He’s being represented. To keep things simple, I’ll refer to Mr L throughout this decision. What happened The background to this complaint is known to both partie... (3 pages)View decision -
Decision Reference DRN-5388905
7 Apr 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5388905 The complaint Mr B has complained about the administration of a fixed sum loan agreement with Telefonica UK Limited (trading as O2). What happened Mr B entered into a fixed sum loan agreement with Telefonica in November 2022. He bought a phone which cost around £1,200 and a... (3 pages)View decision -
Decision Reference DRN-5422443
7 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5422443 The complaint Mr B has complained that AMERICAN EXPRESS SERVICES EUROPE LIMITED ‘Amex’) closed his account with it, without giving notice. What happened In November 2024, Amex closed Mr B’s account, as it had been inactive for 12 months. When he contacted Amex, it said it ha... (1 page)View decision -
Decision Reference DRN-5183160
7 Apr 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5183160 The complaint Mr J, as the director of J is bringing a complaint that Lloyds Bank PLC decided not to refund J after being the victim of a scam. J is bringing its complaint using a claims management company which I’ll refer to as K. What happened J invested in a company I’l... (6 pages)View decision -
Decision Reference DRN-4908159
7 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4908159 The complaint Mr K complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened In October 2023, Mr K lost over £20,000 to an investment scam. Our investigator didn’t uphold the complaint. She felt that Revolut’s various... (2 pages)View decision -
Decision Reference DRN-5440764
7 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5440764 The complaint Mr B has complained about the way in which Aviva Insurance Limited (‘Aviva’) handled a motor insurance claim made by a third-party. For the avoidance of doubt, the term ‘Aviva’ includes its representatives and agents for the purposes of this decision letter, an... (4 pages)View decision -
Decision Reference DRN-5056551
7 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5056551 The complaint Mr P complains about the actions of Revolut Ltd when he lost money to a scam. Mr P is being represented by a claims management company but for ease I’ll only refer to Mr P. What happened The detailed background to this complaint is well known to both parties.... (3 pages)View decision -
Decision Reference DRN-5421061
7 Apr 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5421061 The complaint Miss M complains Frasers Group Financial Services Limited trading as Studio (Studio) irresponsibly agreed lending she couldn’t afford. What happened In November 2019 Miss M applied for a catalogue account with Studio. Her application was successful and Studio a... (3 pages)View decision -
Decision Reference DRN-5322207
7 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5322207 The complaint Mrs S has complained that when she set up a new Landlord Insurance policy to cover her rental property, buildings cover wasn’t included. What happened Mrs S had a policy covering her rental property which was due to renew on 31 July 2022. She renewed it and pai... (2 pages)View decision
