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 384131 results
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Decision Reference DRN-4582981
21 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4582981 The complaint Mr and Mrs G have complained that Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined a claim they made under section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened Mr and Mrs G have made several purchases from a timeshare provider (the ‘Suppl... (3 pages)View decision -
Decision Reference DRN-5928109
21 Nov 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) Not upheldInsuranceDRN-5928109 The complaint Mr J is unhappy that The Equine and Livestock Insurance Company Limited trading as the Insurance Emporium (“Emporium”) have declined his claim under his caravan insurance policy. What happened Mr J had a caravan, covered through a policy with Emporium. The ca... (2 pages)View decision -
Decision Reference DRN-5846821
21 Nov 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5846821 The complaint Mr R complains that AA Underwriting Insurance Company Limited offered an unfair settlement and withdrew a hire car before it had settled the claim on his motor insurance. What happened Mr R had an AA motor insurance policy. In January 2025, he made a claim on h... (3 pages)View decision -
Decision Reference DRN-5818169
21 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5818169 The complaint Mr L complains Barclays Bank UK PLC declined his application for a bank account and didn’t let him know. What happened Mr L applied to Barclays for an account in December 2024. He says he was accepted but had problems uploading documentation to verify his ID. S... (2 pages)View decision -
Decision Reference DRN-5833407
21 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5833407 The complaint Mr S complains that AXA Insurance UK Plc (AXA) unfairly increased the cost of a motor insurance premium during the sales process. What happened Mr S was seeking to purchase a motor insurance policy. He used a price comparison site and obtained quotes for the re... (2 pages)View decision -
Decision Reference DRN-5879839
21 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5879839 The complaint Mr G1 and Mr G2 complain about AXA Insurance UK Plc’s handling of their home insurance claim. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable for the action... (4 pages)View decision -
Decision Reference DRN-5970007
21 Nov 2025 VANGUARD ASSET MANAGEMENT, LTD. Not upheldInvestmentsDRN-5970007 The complaint Mr T complains that Vanguard Asset Management Limited (‘Vanguard’) delayed transferring his investment ISA to a new provider. Mr T would now like Vanguard to increase the compensation that they’ve offered him. What happened On 8 January 2025, Mr T requested a ... (3 pages)View decision -
Decision Reference DRN-5808617
21 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5808617 The complaint Mrs W complains Lloyds Bank PLC allowed a fraudster to change details on her account and downgrade it. She also complains and that she had to contact Lloyds Bank PLC multiple times before the matter was resolved. What happened Mrs W has an account with Lloyds B... (2 pages)View decision -
Decision Reference DRN-5537738
21 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5537738 The complaint Ms K complains that Revolut Ltd won’t refund money she lost when she was a victim of an impersonation scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. On 24 January 2025, Ms K rec... (5 pages)View decision -
Decision Reference DRN-5835400
21 Nov 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5835400 The complaint Mr M complains about being charged an excess by AXA Insurance UK Plc following a claim. What happened Mr M holds a commercial vehicle policy with AXA. In early-March 2024, Mr M was involved in an accident. He raised a claim with AXA. The claim was accepted, and... (2 pages)View decision
