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-5828135
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5828135 The complaint Mr W is the executor of his wife’s estate. He is also the main beneficiary. He complains that Bank of Scotland plc will not pay to the estate the balance of an ISA in his wife’s name. The bank trades in this case under its Halifax brand. What happened Mrs W die... (2 pages)View decision -
Decision Reference DRN-5932737
25 Nov 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5932737 The complaint Mr C complains West Bay Insurance Plc (West Bay) has held him at fault for an accident under his motor insurance policy. He also complains about the way his claim was handled and the repairs to his vehicle. What happened The circumstances of this complaint will... (5 pages)View decision -
Decision Reference DRN-5764767
25 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5764767 The complaint Miss C complains that Aviva Insurance Limited (“Aviva”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a multi-purpose vehicle first registered in 2021. For the period from l... (3 pages)View decision -
Decision Reference DRN-5974268
25 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5974268 The complaint Dr P is unhappy with the decision by Covea Insurance plc (Covea) about the renewal of her lifetime pet insurance policies. What happened Dr P took out pet insurance for her two dogs through her broker in 2024 underwritten by W. Before the renewal of her polici... (2 pages)View decision -
Decision Reference DRN-5973947
25 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5973947 The complaint Mr C complains that MBNA Limited trading as MBNA irresponsibly lent to him. What happened Mr C was approved for an MBNA credit card in April 2022 for a £4,500 credit limit. Mr C says this was irresponsibly lent to him, and he made a complaint to MBNA, who did n... (4 pages)View decision -
Decision Reference DRN-5939588
25 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5939588 The complaint Mr M has complained about how Great Lakes Insurance UK Limited (Great Lakes) settled a claim under his mobile phone policy. References to Great Lakes include companies acting on its behalf. What happened Mr M made a claim for his laptop. At Great Lakes’ reque... (3 pages)View decision -
Decision Reference DRN-5760773
25 Nov 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5760773 The complaint Mr Y has complained that Astrenska Insurance Limited unfairly and unreasonably declined to deal with his claim under his mobile phone insurance policy when his phone had broken down. Mr Y is represented by his wife Mrs H but I shall just refer to Mr Y througho... (4 pages)View decision -
Decision Reference DRN-5536773
25 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5536773 The complaint Ms H complains that Revolut Ltd won’t refund payments she didn’t make or allow anyone else to make. What happened Ms H has an e-money account with Revolut. She’s disputing four payments made in February 2024 totalling just over £3,300. Revolut’s records show t... (4 pages)View decision -
Decision Reference DRN-5796256
25 Nov 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5796256 The complaint Mrs G complains about the service she received from Barclays Bank UK PLC (“Barclays”) in relation to her mortgage. What happened Mrs G had a mortgage with Barclays. She complained to the Financial Ombudsman Service about a number of issues, and in August 2024 a... (3 pages)View decision -
Decision Reference DRN-5972969
25 Nov 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5972969 The complaint Mr A complains about the events and outcomes that occurred after that Aviva Life & Pensions UK Limited (Aviva) informed him that it had incorrectly calculated the entitlements from his pension plan when he drew his benefits in May 2023. He says Aviva’s prop... (7 pages)View decision
