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
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Decision Reference DRN-5942570
26 Nov 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5942570 The complaint Mr H has complained that AmTrust Specialty Limited has unreasonably refused his claim for his stolen mobile phone under his gadget policy as part of his travel policy. Mr H is represented by his father also Mr H. What happened Mr H was going on holiday to a c... (3 pages)View decision -
Decision Reference DRN-5779809
26 Nov 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5779809 The complaint Mr C is unhappy that Assurant General Insurance Limited (Assurant) declined his mobile phone insurance claim. He’s also unhappy with the level of service provided by Assurant in handling the claim. What happened Mr C has a mobile phone insurance policy with Ass... (3 pages)View decision -
Decision Reference DRN-5927028
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5927028 The complaint Mrs O is unhappy that Barclays Bank UK PLC trading as Barclaycard declined her application for a credit card. She’s also unhappy that a hard search was carried out on her credit file. What happened On 30 June 2025 Mrs O applied for a credit card with Barclays. ... (3 pages)View decision -
Decision Reference DRN-5941543
26 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5941543 The complaint Mr W complains about U K Insurance Limited trading as Churchill (Churchill) declining a claim under his motor insurance policy on the grounds he dishonestly claimed for the cost of repairs he said was the result of vandalism. Churchill said some of the damage w... (4 pages)View decision -
Decision Reference DRN-5972559
26 Nov 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5972559 The complaint Mrs P complains that Vanquis Bank Limited (Vanquis) acted irresponsibly by agreeing to a revolving credit facility and subsequent credit limit increase. In bringing her complaint Mrs P is represented by a third party. For ease of reading I will only refer to Mr... (4 pages)View decision -
Decision Reference DRN-5889920
26 Nov 2025 Progressive Building Society Not upheldBanking and PaymentsDRN-5889920 The complaint Mr N complains that Progressive Building Society (PBS) didn’t tell him about the impact of making a payment into his savings account on the monthly savings limit. What happened Mr N opened a savings account with PBS. The account has a monthly cap on deposits of... (2 pages)View decision -
Decision Reference DRN-5692005
26 Nov 2025 Atlanta Insurance Intermediaries Limited Not upheldInsuranceDRN-5692005 The complaint Mr B complains that Atlanta Insurance Intermediaries Limited (trading as Swinton Insurance) misadvised him about his personal accident insurance policy. What happened As both sides are familiar with the background to this complaint, I’ve only summarised what ha... (3 pages)View decision -
Decision Reference DRN-5977075
26 Nov 2025 Aviva Protection UK Limited UpheldInsuranceDRN-5977075 The complaint Ms M and Ms W as trustees of the Mr M Trust are unhappy that Aviva Protection UK Limited have proportionately settled a claim they made on life insurance policies and the service they received. What happened The trustees of the Mr M Trust claimed on the late Mr... (4 pages)View decision -
Decision Reference DRN-5956530
26 Nov 2025 Skrill Limited UpheldBanking and PaymentsDRN-5956530 The complaint Mr K complains that there was a delay in transferring funds from the account he held with Skrill Limited and it did not offer him appropriate support. What happened Mr K holds a US Dollar account with Skrill. Between 5 and 18 June 2025 he attempted a number of ... (2 pages)View decision -
Decision Reference DRN-5955243
26 Nov 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5955243 The complaint Ms M complains that PayPal UK Ltd trading as PayPal lent irresponsibly when it approved her credit card application and later increased the limit. What happened Ms M applied for a PayPal credit card in June 2020. In her application, Ms M said she was working p... (4 pages)View decision
