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 384133 results
-
Decision Reference DRN-5900846
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5900846 The complaint Mr B has complained that U K Insurance Limited (UKI) under its breakdown recovery policy provider Green Flag refused to repatriate his car from Europe to the UK and refused to refund an excess supplementary cover on his hire car costs. For ease throughout the ... (7 pages)View decision -
Decision Reference DRN-5929942
1 Dec 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5929942 The complaint Mr and Mrs O complain that Accredited Insurance (Europe) Limited (‘Accredited’) has unfairly rejected their home insurance claim for accidental damage to their septic tank. Mr and Mrs O are also unhappy with the insurer’s claims handling. What happened The part... (5 pages)View decision -
Decision Reference DRN-5652811
1 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5652811 The complaint Mrs S has complained about issues regarding the reduction of her overdraft limit by Barclays Bank UK PLC. What happened On 25 October 2024, Barclays wrote to Mrs S to say it had decided to reduce her overdraft limit, and giving her 30 days to appeal. Mrs S then... (2 pages)View decision -
Decision Reference DRN-5862168
1 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5862168 The complaint Mr M has complained about how NewDay Ltd (NewDay) handled a refund claim he made to them. What happened Mr M used his NewDay credit card to make a part payment of £500 on a vehicle purchase from a supplier I shall call ‘H’ in November 2024. He subsequently disc... (4 pages)View decision -
Decision Reference DRN-5844926
1 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-5844926 The complaint Miss N complains Ageas Insurance Limited (Ageas) didn’t agree to continue providing her with insurance under her motorcycle insurance policy following her changing her motorcycle’s registration. What happened The circumstances of this complaint will be well kno... (3 pages)View decision -
Decision Reference DRN-5879755
1 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5879755 The complaint Mrs P complains that AXA Insurance UK Plc (“AXA”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car made by a Japanese car-maker and first registered in 2023. Mrs P lives ... (4 pages)View decision -
Decision Reference DRN-5907382
1 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5907382 The complaint Mrs B has complained that AWP P&C S.A. declined a claim she made on a travel insurance policy. What happened Mrs B was due to take a trip abroad in October 2024. Unfortunately, she was unable to stay at her intended accommodation due to her host experienci... (2 pages)View decision -
Decision Reference DRN-5769450
1 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5769450 The complaint X’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (11 pages)View decision -
Decision Reference DRN-5851913
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5851913 The complaint Mr G complains Monzo Bank Limited (Monzo) refuse to remove a default from his credit file. What happened Mr G says Monzo recorded a default on his credit file in April 2024, following a disputed chargeback transaction of £98.70 which left his personal account o... (2 pages)View decision -
Decision Reference DRN-5986578
1 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5986578 The complaint E’s complaint is about a claim it made on its Aviva Insurance Limited (‘Aviva’) business protection insurance policy, which Aviva declined. E says Aviva treated it unfairly. E’s complaint is brought by Ms D, but I shall refer to all submissions as being E’s ow... (2 pages)View decision
