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-5313819
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5313819 The complaint Mr S complains that Revolut Ltd advised him to reinstall his app, and that doing so resulted in requests for identification documents and threats to restrict his account. What happened Mr S tried to update his new address through the Revolut app after moving ho... (3 pages)View decision -
Decision Reference DRN-5357761
28 Feb 2025 Euroins AD Not upheldInsuranceDRN-5357761 The complaint Ms C1 and Ms C2 are unhappy because Euroins AD haven’t settled a claim they made on their travel insurance policy. What happened Ms C1 and Ms C2 took out a travel insurance policy. Ms C1 injured her wrist on the last day of her holiday. The hotel arranged a tax... (2 pages)View decision -
Decision Reference DRN-5305361
28 Feb 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5305361 The complaint Mr H complains that Everyday Lending Limited trading as Everyday Loans (Everyday) acted irresponsibly in agreeing to lend to him. What happened In February 2024 Mr H entered into a Fixed Sum Loan Agreement with Everyday for £6,500. He said the lending was for d... (3 pages)View decision -
Decision Reference DRN-4922587
28 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4922587 The complaint Mr and Mrs E complain that Bank of Scotland plc, trading as Halifax (‘Halifax’), hasn’t refunded all the money they lost after Mr E fell victim to a scam. Although funds were sent from a joint account, it was only Mr E who made the scam payments. So, for ease,... (5 pages)View decision -
Decision Reference DRN-5125498
28 Feb 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5125498 The complaint Mr M complains about Consumer Finance Ltd (“Creation”). He complains about the lack of help and support he says Creation has provided. Mr M also says it won’t accept a full and final settlement payment to close his account. What happened The issues Mr M has ex... (3 pages)View decision -
Decision Reference DRN-5364205
28 Feb 2025 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-5364205 The complaint Mr and Mrs B have complained that their buildings insurer, Chaucer Insurance Company Designated Activity Company (‘Chaucer’), unfairly turned down a claim they made on their policy. Chaucer is the underwriter of this policy i.e., the insurer. During the claim ... (6 pages)View decision -
Decision Reference DRN-5323306
28 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5323306 The complaint Mr M complains that Aviva Insurance Limited mishandled a claim on his taxi insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a multi-purpose vehicle, first registered in 2019. Mr M acquired the vehicle and used... (4 pages)View decision -
Decision Reference DRN-5309217
28 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5309217 The complaint Ms D, on behalf of the estate of Mrs D complains that Black Horse Limited was irresponsible in its lending to the late Mrs D. What happened This complaint was initially brought to this service by Mrs D represented by a family member, Ms D. However, Mrs D has si... (4 pages)View decision -
Decision Reference DRN-5363212
28 Feb 2025 Soteria Insurance Limited UpheldInsuranceDRN-5363212 The complaint Mr L complains that following a lengthy subsidence claim, which is still ongoing, Soteria Insurance Limited have maintained their decision that cracking to the first floor of his property isn’t related to subsidence. He’s also unhappy that some of his contents ... (8 pages)View decision -
Decision Reference DRN-5102262
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5102262 The complaint Mr S has complained that Revolut Ltd (“Revolut”) failed to protect him from falling victim to cryptocurrency-related investment scam, and hasn’t refunded what he lost. What happened The background of this complaint is already known to both parties, so I won’t ... (5 pages)View decision
