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 369228 results
-
Decision Reference DRN-5361399
10 Mar 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5361399 The complaint Mr H is unhappy with what Domestic & General Insurance Plc (D&G) did when he cancelled a gadget insurance policy. What happened At the end of November 2024 Mr H bought some new earphones and took out a policy with D&G to cover them. At the start of ... (2 pages)View decision -
Decision Reference DRN-5296195
10 Mar 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5296195 The complaint Mr G complains that Starr International (Europe) Limited is responsible for responding unfairly to his claim on a mobile phone insurance policy. What happened From late December 2023, Mr G had a phone insured on a policy branded with the names of a telephone s... (2 pages)View decision -
Decision Reference DRN-4954806
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4954806 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr S is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties... (9 pages)View decision -
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
