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 360982 results
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Decision Reference DRN-5137004
13 Nov 2024 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5137004 The complaint Mr W has complained about the transfer of his The Royal London Mutual Insurance Society Limited trading as Scottish Life Pensions (Royal London) personal pension to a small self- administered scheme (“SSAS”) in June 2014. Mr W’s SSAS was subsequently used to in... (9 pages)View decision -
Decision Reference DRN-5053237
13 Nov 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5053237 The complaint Mr D complains about the quality of a car he has been financing through an agreement with CA AUTO FINANCE UK LTD (‘CA Auto’). What happened In October 2023, Mr D entered into a hire purchase agreement for a used car. The car developed issues with the turbo in J... (2 pages)View decision -
Decision Reference DRN-5096743
13 Nov 2024 Europ Assistance SA Not upheldInsuranceDRN-5096743 The complaint Mr L has complained that Europ Assistance SA (EA) declined a claim he made on a travel insurance policy. What happened Mr L was on a trip abroad in March 2024 when his phone was unfortunately stolen. EA declined the claim on the basis that the circumstances we... (2 pages)View decision -
Decision Reference DRN-5138279
13 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5138279 The complaint Mr K is complaining that Revolut Ltd won’t refund a payment he made after he told them he’d fallen victim to an Authorised Push Payment (APP) scam. What happened The circumstances are well known to both parties, so I won’t repeat them in detail here. In short, ... (3 pages)View decision -
Decision Reference DRN-5142763
13 Nov 2024 British Gas Insurance Limited Not upheldInsuranceDRN-5142763 The complaint Mr J complains about the service he’s received from British Gas Insurance Limited (British Gas) in relation to his Homecare policy. What happened Mr J had a British Gas Homecare policy. This covered, amongst other things, plumbing, drainage and electrical issu... (3 pages)View decision -
Decision Reference DRN-4921613
13 Nov 2024 The Mortgage Lender Limited Not upheldMortgagesDRN-4921613 The complaint Mr J complains that The Mortgage Lender Limited has unfairly recorded a Cifas marker against him. What happened In December 2021, Mr J applied for a mortgage with The Mortgage Lender through a broker. In January 2022, it declined the application. In May 2024, M... (2 pages)View decision -
Decision Reference DRN-4987474
13 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4987474 The complaint Mr N complains that Revolut Ltd did not refund a series of payments he lost to a scam What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr N fell victim of a task-based job scam,... (8 pages)View decision -
Decision Reference DRN-5142738
13 Nov 2024 Preferred Mortgages Limited Not upheldMortgagesDRN-5142738 The complaint Miss R’s complaint is linked to a mortgage she has with Preferred Mortgages Limited. She says that when the mortgage was sold to her an Accident, Sickness and Unemployment (ASU) policy was sold to her to protect the mortgage, but when she wanted to claim on the... (6 pages)View decision -
Decision Reference DRN-5113406
13 Nov 2024 Experian Limited UpheldConsumer CreditDRN-5113406 The complaint Mr A complains Experian Limited have linked his credit file to another person with the same name. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and the... (4 pages)View decision -
Decision Reference DRN-5010344
13 Nov 2024 Equifax Limited Not upheldConsumer CreditDRN-5010344 The complaint Miss L complains Equifax Limited incorrectly linked her credit file to one with a close relatives’ details, causing a problem with her credit score. What happened Miss L says on 28 March 2024 she was told her credit score had dropped significantly. When lookin... (2 pages)View decision
