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 368546 results
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Decision Reference DRN-5238439
19 Feb 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5238439 The complaint Miss X is unhappy that Aviva Life & Pensions UK Limited declined a claim under a group income protection insurance policy. What happened Miss X was signed off work by her GP with a mixture of work stress, anxiety and depression. She has the benefit of a g... (3 pages)View decision -
Decision Reference DRN-4891753
19 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4891753 The complaint Mr B is complaining about HSBC UK Bank Plc because it declined to refund money he lost as a result of fraud. He’s also dissatisfied with the way his claim was handled when he notified it of the fraud and how it’s dealt with him in respect of the outstanding deb... (4 pages)View decision -
Decision Reference DRN-5325490
19 Feb 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5325490 The complaint Mr S is unhappy Assurant General Insurance Limited turned down a claim he made on his mobile phone insurance policy. What happened In April 2024 Mr S contacted Assurant to make a claim on his mobile phone insurance policy. He said he’d moved back to his parents... (4 pages)View decision -
Decision Reference DRN-5341088
19 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5341088 The complaint Mr H complains that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined a claim he made on a motor insurance policy. While Mr H is the eligible complainant here, as the policyholder, his wife, Mrs H, is a named driver and has had correspondence wi... (4 pages)View decision -
Decision Reference DRN-5247667
19 Feb 2025 Tembo Money Limited Not upheldMortgagesDRN-5247667 The complaint Ms D and Ms J have complained about poor customer service provided by Tembo Money Limited during a mortgage application. Ms D and Ms J would like Tembo to compensate them for the distress and upset they were caused. What happened I don’t need to set out the fu... (3 pages)View decision -
Decision Reference DRN-5287740
19 Feb 2025 Laurie Ross Limited Not upheldInsuranceDRN-5287740 The complaint Mr and Mrs O say Laurie Ross Limited mis-sold them a legal expenses insurance policy. Although the policy is in joint names as the complaint has been brought by Mr O I’ll mainly refer to him in this decision. What happened In March 2023 Mr and Mrs O took out ho... (3 pages)View decision -
Decision Reference DRN-5208366
19 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5208366 The complaint Ms S complains that NewDay Ltd irresponsibly lent to her. What happened Ms S was approved for an NewDay credit card (which I will refer to as A in this decision), in October 2019 with a credit limit of £1,200. I have detailed the credit limit changes below: Jul... (6 pages)View decision -
Decision Reference DRN-5341568
19 Feb 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5341568 The complaint Mr P has complained that Scottish Equitable Plc, trading as Aegon, has declined to reverse the pension claim that he completed online which resulted in him taking an uncrystallised funds pension lump sum (UFPLS) instead of a stand alone lump sum (SALS) which wa... (6 pages)View decision -
Decision Reference DRN-4950661
19 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4950661 The complaint Mr T complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T found a celebrity endorsement for an investment company on social media who turned out to be a scam. He had to pay into the ‘investment... (7 pages)View decision -
Decision Reference DRN-5041404
19 Feb 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5041404 The complaint Mr S complains Marsh Finance Limited (Marsh Finance) hasn’t done enough to put things right after supplying him with a faulty vehicle. What happened In October 2022, Mr S entered into a 48 month hire purchase agreement for a used vehicle. Its cash price was... (3 pages)View decision
