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 381082 results
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Decision Reference DRN-5677218
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5677218 The complaint A limited company, which I will refer to as E, complains about the handling and settlement of its business interruption insurance claim by Aviva Insurance Limited. The claim was made as a result of the COVID-19 pandemic. What happened Both parties are aware of ... (3 pages)View decision -
Decision Reference DRN-5568387
21 Jul 2025 Wakam UpheldInsuranceDRN-5568387 The complaint Mrs V complains about the decline of her pet insurance claims by Wakam. What happened The background to this complaint is well known to Mrs V and Wakam. Rather than repeat in detail what’s already known to both parties, in my decision I’ll focus mainly on givin... (4 pages)View decision -
Decision Reference DRN-5669184
21 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5669184 The complaint Mr H complains about how American Express Services Europe Limited (‘Amex’) handled his new Premium Plus credit card account. Ms H joins Mr H in making the complaint as she is a supplementary cardholder. Mr and Ms H want matters putting right. What happened Mr... (4 pages)View decision -
Decision Reference DRN-5598081
21 Jul 2025 Digital Moneybox Limited Not upheldBanking and PaymentsDRN-5598081 The complaint Mrs S complains that Digital Moneybox Limited (Moneybox) delayed in carrying out a transfer of an ISA, causing her to lose interest. What happened in November 2024 Mrs S registered for a Cash ISA with Moneybox. She subsequently told Moneybox that she had entere... (2 pages)View decision -
Decision Reference DRN-5472566
21 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5472566 Complaint Miss C has complained that Capital One Europe plc (“Capital One”) irresponsibly provided credit cards as well as subsequent credit limit increases to her. She says that the credit cards and limit increases were unaffordable and she’s never been able to get out of ... (6 pages)View decision -
Decision Reference DRN-5538375
21 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5538375 The complaint Mr H complained that Advantage Insurance Company Ltd (“Advantage”) charged a second policy excess fee for a damaged hire car, when his car was being repaired due to an accident claim, under his motor insurance policy. What happened Mr H’s car was damaged by a t... (2 pages)View decision -
Decision Reference DRN-5628196
21 Jul 2025 Aro Finance Limited Not upheldMortgagesDRN-5628196 The complaint Mr B complains that following his online enquiry for a secured loan on a comparison website, he received several unsolicited calls and emails from Aro Finance Limited. What happened On 30 July 2024 Mr B used a comparison website (which I’ll refer to as “T”) to ... (4 pages)View decision -
Decision Reference DRN-5704302
21 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5704302 The complaint Mr C complains that Bank of Scotland plc trading as Halifax didn’t do enough to prevent him falling victim to an advance fee job scam. Mr C has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr C throughout my... (3 pages)View decision -
Decision Reference DRN-5602026
21 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5602026 The complaint Mr R complains about Royal & Sun Alliance Insurance Limited (“RSA”)’s handling of their buildings Insurance claim. All references to RSA also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefo... (3 pages)View decision -
Decision Reference DRN-5091822
21 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5091822 The complaint Mr C complains that Bank of Scotland plc trading as Halifax didn’t do enough to prevent him falling victim to an investment scam. Mr C has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr C throughout my deci... (3 pages)View decision
