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-5498580
21 Nov 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5498580 The complaint Mr S is unhappy with the administration of his Reviewable Whole of Life (RWOL) policy he holds with Aviva Life & Pensions UK Limited (Aviva). What happened Mr S took out a Reviewable Whole of Life (RWOL) policy with General Accident Life Assurance Limited ... (7 pages)View decision -
Decision Reference DRN-5777814
21 Nov 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5777814 The complaint Mr C complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on his pet insurance policy. What happened Mr C took out pet insurance for his dog. The policy is underwritten by Casualty & General and started on 6 August 2023. In ... (3 pages)View decision -
Decision Reference DRN-5967931
21 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5967931 The complaint Mr and Mrs D’s complaint is, in essence, that First Holiday Finance Limited (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”) ... (10 pages)View decision -
Decision Reference DRN-5964038
21 Nov 2025 British Gas Insurance Limited UpheldInsuranceDRN-5964038 The complaint Mr O complains about how British Gas Insurance Limited handled claims under his HomeCare policy. What happened Mr O reported sewage smells in his property to British Gas on several occasions between 2021 and 2024. British Gas investigated these issues, cleaned... (4 pages)View decision -
Decision Reference DRN-5674331
21 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5674331 The complaint Mrs B’s complained that Lloyds Bank General Insurance Limited unfairly declined claims she made on her home insurance policy for storm damage to her roof and accidental damage to her bathroom. What happened In autumn 2024, Mrs B contacted Lloyds to make a claim... (2 pages)View decision -
Decision Reference DRN-5947027
21 Nov 2025 Remitly U.K., Ltd. UpheldBanking and PaymentsDRN-5947027 The complaint Mrs K is unhappy Remitly UK Ltd (“Remitly”) won’t refund her a number of payments she made from her Remitly account as the result of a romance scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat the... (5 pages)View decision -
Decision Reference DRN-5964458
21 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5964458 The complaint Mr R complains that Barclays Bank UK PLC trading as Barclaycard acted unfairly by offering him a promotional interest rate on money transfers from his credit card account. What happened Mr R holds a credit card account with Barclaycard. He also has a long-stan... (5 pages)View decision -
Decision Reference DRN-5939979
21 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5939979 The complaint Mr H complains about the way Inter Partner Assistance SA (IPA) settled a claim he made on a travel insurance policy. What happened Mr H held a single trip travel insurance policy to provide him with cover for a planned international trip. He travelled abroad on... (3 pages)View decision -
Decision Reference DRN-5827339
21 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5827339 The complaint Mr O complains about the actions of Nationwide Building Society (“Nationwide”) in relation to its handling of his building society account. He says it didn’t send him a PIN number when he opened his account, and that staff were rude to him. What happened In 202... (2 pages)View decision -
Decision Reference DRN-5546403
21 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5546403 The complaint Mr B complains about a fraud prevention marked recorded by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (Audi), following a car finance loan application. What happened In May 2024, Mr B made an application for a loan to finance ... (3 pages)View decision
