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 382297 results
-
Decision Reference DRN-5746639
7 Nov 2025 Covea Insurance plc UpheldInsuranceDRN-5746639 The complaint Mr W has complained that Covea Insurance plc caused a delay settling his claim under his car insurance policy. What happened In February 2023 Mr W’s said his car was damaged by a third party. In March 2023 Mr W made a claim to his insurer, Covea. Mr W complaine... (3 pages)View decision -
Decision Reference DRN-5737906
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5737906 The complaint Mr Y complains that Barclays Bank UK PLC, is refusing to refund the money he lost as the result of a scam. Mr Y is represented by a third party. To keep things simple, I will refer to Mr Y throughout my decision. What happened The background of this complaint i... (5 pages)View decision -
Decision Reference DRN-5894106
7 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5894106 The complaint Ms S complains about how Aviva Insurance Limited dealt with and settled a claim she made following the loss of paintings and sketches in a fire. What happened Ms S held a household insurance policy with Aviva, which covered items for loss or damage up to a val... (4 pages)View decision -
Decision Reference DRN-5933066
7 Nov 2025 Aviva Insurance Limited UpheldInsuranceDRN-5933066 The complaint Mr D complains about the way Aviva Insurance Limited handled his car insurance claim after he was involved in a road traffic accident. He’s unhappy Aviva has recorded it as a ‘fault’ claim when, he says, there is evidence that the third-party involved accepted ... (5 pages)View decision -
Decision Reference DRN-5929326
7 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5929326 The complaint Mr C says Shawbrook Bank Limited (‘Shawbrook’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a loan. He says that he realistically couldn’t afford the loan as he was already in a debt m... (3 pages)View decision -
Decision Reference DRN-5755052
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5755052 The complaint Mr S complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of multiple scams. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background... (4 pages)View decision -
Decision Reference DRN-5877494
7 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5877494 The complaint Mrs G has complained that Inter Partner Assistance SA (IPA) declined a claim she made on a travel insurance policy. What happened Mrs G originally took the annual policy out in April 2023 and it auto-renewed in April 2024. Mrs G was on a trip abroad in Septem... (3 pages)View decision -
Decision Reference DRN-5627679
7 Nov 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5627679 The complaint Mr E complains that Oakbrook Finance Limited, trading as Likely Loans (‘Likely Loans’), was irresponsible in its lending to him. He wants all interest and charges applied to the loans refunded along with statutory interest. Mr E is represented by a third party... (3 pages)View decision -
Decision Reference DRN-5931617
7 Nov 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5931617 The complaint Mr F complains that a car supplied to him under a hire purchase agreement with Marsh Finance & Commercial Limited (Marsh) was of an unsatisfactory quality. What happened In April 2024, Mr F was supplied with a used car through a hire purchase agreement with... (4 pages)View decision -
Decision Reference DRN-5686668
7 Nov 2025 Topaz Finance Limited Not upheldMortgagesDRN-5686668 The complaint Mr C’s complaint is about a buy-to-let mortgage he had, for which Topaz Finance Limited trading as Hessonite Mortgages has responsibility. He is unhappy that having heard nothing about the shortfall debt that was created after the property was sold, he was cont... (2 pages)View decision
