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-5375567
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5375567 The complaint Mr C complains that Revolut Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened I issued a provisional decision for this complaint on 19 February 2025. In it I set out the background and my prop... (6 pages)View decision -
Decision Reference DRN-5330102
6 Mar 2025 DAVIES MGA SERVICES LIMITED UpheldInsuranceDRN-5330102 The complaint Mr G has complained about DAVIES MGA SERVICE LIMITED. Davies provides a black box which, in line with Mr G’s car insurance policy, is fitted to his car. Mr G incurred costs when the box developed a fault. What happened Mr G holds an insurance policy which requ... (3 pages)View decision -
Decision Reference DRN-5369365
5 Mar 2025 Aspirations Financial Advice Ltd UpheldInvestmentsDRN-5369365 The complaint Ms S complains about the service she received from Aspirations Financial Advice Ltd (“Aspirations”). She says she paid an ongoing advice charge (OAC) or similar but didn’t receive an annual review which she was entitled to. She also complains about a delayed ... (7 pages)View decision -
Decision Reference DRN-5241513
5 Mar 2025 British Gas Services Limited Not upheldInsuranceDRN-5241513 The complaint Miss W complains about the service she received from British Gas Services Limited (BGSL) after she received renewal correspondence in relation to her HomeCare policy. What happened Miss W held a HomeCare policy with BGSL, which she’d held for some time. The po... (4 pages)View decision -
Decision Reference DRN-5292892
5 Mar 2025 Wakam Not upheldInsuranceDRN-5292892 The complaint Mr A is unhappy that (“Wakam”) voided his home insurance policy and refused to pay his claim. Mr A had a buildings and contents insurance policy, including home emergency, underwritten by Wakam. When I refer to what Mr A has said and what Wakam has said, it als... (3 pages)View decision -
Decision Reference DRN-5367320
5 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5367320 The complaint Mr R complains Advantage Insurance Company Limited has unfairly declined a claim he made under a home insurance policy after a fire destroyed the property. What happened The details of the complaint are well known to both parties, so I won’t repeat them in deta... (9 pages)View decision -
Decision Reference DRN-5338058
5 Mar 2025 Clydesdale Bank Plc Not upheldInsuranceDRN-5338058 The complaint Mr C has complained that Clydesdale Bank Plc (trading as Virgin Money) wrongly made a deduction for tax on a redress payment he received for mis-sold payment protection insurance (PPI). What happened In June 2017 Clydesdale upheld a complaint from Mr C that he... (2 pages)View decision -
Decision Reference DRN-5178177
5 Mar 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5178177 The complaint Mrs B complains about Loans 2 Go Limited’s (L2G) decision to provide her with a personal loan, despite it being unaffordable. She’s also unhappy with how L2G have treated her since she told them she was in financial difficulties and says their actions amount to... (6 pages)View decision -
Decision Reference DRN-5335289
5 Mar 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5335289 The complaint Mr O complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. What happened In 2019, 118118 Money provided Mr O with a credit card account. He said that at the time he was experiencing financial difficulties and his... (3 pages)View decision -
Decision Reference DRN-4944669
5 Mar 2025 Handelsbanken plc Not upheldBanking and PaymentsDRN-4944669 Complaint Mr and Mrs O are unhappy that Handelsbanken plc didn’t agree to refund them after they reported falling victim to fraud. The relevant payments were made from a joint account, but as Mr O was the one who interacted with the fraudster, I will generally refer to him i... (3 pages)View decision
