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-5928505
27 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5928505 The complaint C, a limited company, complains about the way Aviva Insurance Limited has handled several claims under their legal expenses insurance (“LEI”) policy. Where I refer to Aviva, this includes the actions of its agents and claims handlers for which it takes respons... (3 pages)View decision -
Decision Reference DRN-5937505
27 Nov 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5937505 The complaint Mr B complains that Scottish Equitable Plc trading as Aegon is no longer providing him with online access to his pension. And contributions haven’t been applied. He says he cannot see the current state of his pension and due to the lack of online access he may ... (4 pages)View decision -
Decision Reference DRN-5950711
27 Nov 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5950711 The complaint Mrs S complains that Advantage Finance Ltd refused to let her reject a faulty car. What happened In March 2025 Mrs S acquired a second-hand car at a cost of £10,980. It was over eight years old and had covered over 75,000 miles. The cost was funded by a hire pu... (3 pages)View decision -
Decision Reference DRN-5786571
27 Nov 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5786571 The complaint Mr T is unhappy with Aviva Protection UK Limited’s decision to decline his claim and unwind his policies. Mr T brings his complaint through a third-party representative, but for simplicity, I’ll refer to all submissions as being made by Mr T personally. What ha... (4 pages)View decision -
Decision Reference DRN-5718419
27 Nov 2025 West Bay Insurance Plc UpheldInsuranceDRN-5718419 The complaint Mr M complains on behalf of T, a limited company, about the way West Bay Insurance Plc handled T’s buildings insurance policy following a subsidence claim. Reference to West Bay includes its agents and representatives. What happened The circumstances of this ... (3 pages)View decision -
Decision Reference DRN-5824956
27 Nov 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5824956 The complaint Mr C complains about the way First Central Underwriting Limited trading as 1st Central Underwriting (“First Central”) decided liability for a claim on his car insurance policy. What happened Mr C had a car insurance policy with First Central. In early November ... (3 pages)View decision -
Decision Reference DRN-5969333
27 Nov 2025 One Insurance Limited UpheldInsuranceDRN-5969333 The complaint Mrs J complains about the way One Insurance Limited handled a theft claim under a motor insurance policy. Reference to One Insurance includes the actions of its agents. What happened I issued a provisional decision. I set out the following: I’ve considered all ... (4 pages)View decision -
Decision Reference DRN-5969109
27 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5969109 The complaint Mrs H’s representative, Mrs P, complains that HSBC UK Bank Plc didn’t do more to safeguard Mrs H from fraud. She would like HSBC to reimburse funds that were lost. What happened As the circumstances of this complaint are well-known to both parties, I have summa... (4 pages)View decision -
Decision Reference DRN-5602498
27 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5602498 The complaint Mr K complains that Monzo Bank Ltd have refused to refund money he lost to a crypto investment scam. I’m very aware that I’ve summarised Mr K’s complaint and the relevant submissions briefly. No discourtesy is intended by this, but I’ve focussed on what I think... (3 pages)View decision -
Decision Reference DRN-5924857
27 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5924857 The complaint Mr A complains that Vanquis Bank Limited didn’t properly pursue his chargeback claim and rejected a claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In July 2024 Mr A had his car serviced at a cost of £126.22. He paid for this using his V... (3 pages)View decision
