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 381194 results
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Decision Reference DRN-5845867
31 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5845867 The complaint Miss H is complaining about the way U K Insurance Limited handled a claim she made against her car insurance policy. In particular, she’s unhappy it didn’t provide her with a new car replacement (‘NCR’). What happened In March 2024 Miss H was involved in an acc... (3 pages)View decision -
Decision Reference DRN-5920514
31 Oct 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5920514 The complaint Mrs R is unhappy that Red Sands Insurance Company (Europe) Limited didn’t pay a claim made on her travel insurance policy in full, after she required emergency medical treatment whilst abroad. She’s also unhappy with the way in which her claim was handled. All... (4 pages)View decision -
Decision Reference DRN-5220967
31 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5220967 The complaint Mr and Mrs I complain about The Royal Bank of Scotland Plc (RBS). The say that they have fallen victim to a scam and would like RBS to refund them under the Lending Standards Board’s Contingent Reimbursement Model (CRM) Code, to which RBS is a signatory. What... (3 pages)View decision -
Decision Reference DRN-5780254
31 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5780254 The complaint Mr R complains that U K Insurance Limited (“UKI”) has provided poor customer service when handling a claim under his legal expenses insurance (“LEI”) policy. Where I refer to UKI, this includes the actions of its agents and claims handlers for which it takes r... (3 pages)View decision -
Decision Reference DRN-5920253
31 Oct 2025 Allianz Insurance Plc UpheldInsuranceDRN-5920253 The complaint Ms L and Mr P have complained about their let property insurer Allianz Insurance Plc regarding a claim they made to it for a fire in 2017. Allianz made final settlement payments to Ms L and Mr P in 2024 – they blame it for delays which increased costs and losse... (11 pages)View decision -
Decision Reference DRN-5867997
31 Oct 2025 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-5867997 The complaint Mr R complains that PSI-Pay Ltd unfairly decided not to issue a refund for several payments he reported as unauthorised. He’s also unhappy about missing funds and that the firm restricted and later closed his Pockit account. What happened Both parties seem to h... (4 pages)View decision -
Decision Reference DRN-5886318
31 Oct 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5886318 The complaint Mr R complains about the quality of a car he has been financing through an agreement with MotoNovo Finance Limited (MotoNovo). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some ... (4 pages)View decision -
Decision Reference DRN-5711537
31 Oct 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5711537 The complaint Mr M complains about an issue with his account with ZILCH TECHNOLOGY LIMITED (‘Z’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum... (3 pages)View decision -
Decision Reference DRN-5920375
31 Oct 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5920375 The complaint Mrs H, a sole trader, complains about the settlement of her business interruption insurance claim by Hiscox Insurance Company Limited. The claim was made due to the impact of the COVID-19 pandemic. What happened The following is intended only as a summary of th... (7 pages)View decision -
Decision Reference DRN-5781170
31 Oct 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5781170 The complaint Ms S and her representative complain Zurich Insurance Company Ltd (Zurich) unfairly declined to cancel her motor insurance policy and declined to settle her claim. References to Ms S, or her representative, will include the other. Zurich are the underwriters ... (3 pages)View decision
