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 386796 results
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Decision Reference DRN-5806346
27 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5806346 The complaint Mr W has complained about the market value Ageas Insurance Limited offered to settle a theft claim he made under his car insurance policy. All reference to the insurer Ageas in my decision includes agents acting on its behalf. What happened Mr W’s car was unfor... (2 pages)View decision -
Decision Reference DRN-5726540
27 Nov 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5726540 The complaint Ms B is unhappy with several aspects of the service that she’s received from Barclays Bank UK PLC, trading as Tesco Bank, surrounding an account balance write-off request she made to them. What happened Ms B has a personal loan with Tesco that was defaulted, an... (3 pages)View decision -
Decision Reference DRN-5944427
27 Nov 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5944427 The complaint Mr A and Mrs K have complained about the service provided by Fortegra Europe Insurance Company Ltd (‘Fortegra’) under their furniture insurance policy. For the avoidance of doubt, the term ‘Fortegra’ includes reference to its agents and contractors for the purp... (3 pages)View decision -
Decision Reference DRN-5764305
27 Nov 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5764305 The complaint Mr and Ms N have complained that Accredited Insurance (Europe) Ltd (AIE) caused delays when dealing with their escape of water claim under their home insurance policy. As Ms N is the lead complainant, I will refer to her on behalf of Mr and Ms N in my decision.... (3 pages)View decision -
Decision Reference DRN-5719582
27 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5719582 The complaint Mr B is unhappy Aviva Insurance Limited (“Aviva) declined his claim for loss of a mobile phone. Aviva were providing a home insurance policy. Mr B had representation during the complaint, but for ease and simplicity, I’ll only refer to Mr B. What happened Mr B ... (2 pages)View decision -
Decision Reference DRN-5834527
27 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5834527 The complaint Mr G complains about a car supplied to him using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In October 2024, Mr G acquired a used car using a hire purchase agreement with MotoNovo. The car was nearly nine year... (5 pages)View decision -
Decision Reference DRN-5872879
27 Nov 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5872879 The complaint Mr K complains about the time taken by Mulsanne Insurance Company Limited to make a claim decision. He also complains about poor customer service. What happened The background to this complaint is well known to the parties, so I won’t repeat all the details he... (3 pages)View decision -
Decision Reference DRN-5961518
27 Nov 2025 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-5961518 The complaint Mr M complains, through a representative, that the advice he received from Pi Financial Ltd to transfer his defined benefit occupational pension scheme to a personal pension arrangement was unsuitable. What happened I issued my provisional decision on this comp... (13 pages)View decision -
Decision Reference DRN-5576276
27 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5576276 The complaint D a limited company complains NATIONAL WESTMINSTER BANK PUBLIC COMPANY LIMITED unfairly blocked its account and withheld funds. D is represented by a director – Mr D. What happened The facts of the complaint are well known to both parties, so I will only prov... (3 pages)View decision -
Decision Reference DRN-5863259
27 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5863259 The complaint Miss P complains Starling Bank Limited recorded a marker against her on a fraud database. She doesn’t think it’s treated her fairly. What happened Miss P held an account with Starling. In May 2021, she received a payment from a third- party, through a bank tra... (3 pages)View decision
