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 360264 results
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Decision Reference DRN-5242651
1 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5242651 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect her from the financial harm caused by an advance fee scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background ... (3 pages)View decision -
Decision Reference DRN-5237513
28 Feb 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5237513 The complaint Mr J complains that Haven Insurance Company Limited unfairly cancelled his motor insurance. What happened Mr J had a motor insurance policy with Haven, taken out via a comparison website in February 2024. In April 2024, he was involved in a minor road accident ... (3 pages)View decision -
Decision Reference DRN-5292494
28 Feb 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5292494 The complaint Mrs R complains about how Acromas Insurance Company Limited (‘AICL’) dealt with liability under their motor insurance policy for a third party claim. Mrs R’s policy was sold and is administered by a third party company on AICL’s behalf, and all correspondence h... (3 pages)View decision -
Decision Reference DRN-5150479
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5150479 The complaint Mr P complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to three separate scams between June and November 2023. This decision deals with the second scam. What happened Mr P came across another advert for a c... (3 pages)View decision -
Decision Reference DRN-5319038
28 Feb 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5319038 The complaint Ms T complained that Lloyds Bank General Insurance Limited declined her claim and cancelled her policy due to fraud. What happened In January 2024 Ms T suffered storm damage to her property. Ms T raised a claim with Lloyds. She advised them the storm had blown ... (8 pages)View decision -
Decision Reference DRN-5340985
28 Feb 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5340985 The complaint Mr P complains that a car he hired via a credit agreement with Lex Autolease Ltd isn’t fit for purpose. He wants to terminate the agreement without incurring any charges and also be compensated for having to deal with the faulty car. What happened In June 2021 ... (4 pages)View decision -
Decision Reference DRN-5330464
28 Feb 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5330464 The complaint Mr M complains that Inter Partner Assistance SA (“IPA”) mishandled his claim on his gadget insurance. What happened For the year from early June 2023, Mr M took out a backpacker travel insurance policy. The policy was branded with the name of an insurance inte... (5 pages)View decision -
Decision Reference DRN-4950259
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4950259 The complaint Mr K complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost as a result. What happened Mr K was looking for work and had provided his informat... (3 pages)View decision -
Decision Reference DRN-4786892
28 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4786892 The complaint Mrs H and Mrs M complain about Barclays Bank UK PLC. They say that Barclays should refund them for a scam Mrs H fell victim to. Although the account the payments were made from is in joint names, I will refer to Mrs H throughout the decision as it was Mrs H th... (4 pages)View decision -
Decision Reference DRN-5362553
28 Feb 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5362553 The complaint Mr S has complained about the information provided by Scottish Widows Limited trading as Clerical Medical (Scottish Widows) when setting up the annuity on his pension. Mr S has stated that incorrect information was provided about the Guaranteed Annuity Rate (GA... (3 pages)View decision
