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 385419 results
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Decision Reference DRN-5476909
3 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5476909 The complaint Mr J has complained about his car insurer, esure Insurance Limited (Esure). Mr J says that it unfairly declined his claim for accident damage, caused delays and additional damage to his car, which he has since had to dispose of. What happened Mr J was driving ... (3 pages)View decision -
Decision Reference DRN-5520668
3 Jul 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5520668 The complaint Mr and Mrs C complain that Zurich Assurance Ltd has turned down a critical illness claim Mr C made on a personal protection insurance policy. As Mr C brought the complaint to us, for ease, I’ll refer mainly to him. What happened The background to this complaint... (5 pages)View decision -
Decision Reference DRN-5518781
3 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5518781 The complaint Mr F complains Barclays Bank UK PLC trading as Barclaycard (“Barclays”) closed his account and defaulted him after he reached out to a debt management charity for support. What happened Mr F had a credit card with Barclays which had a credit limit of £2,300. M... (3 pages)View decision -
Decision Reference DRN-5661603
3 Jul 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5661603 The complaint Miss W, through a representative, says Match the Cash Limited (MTC), trading as www.Guarantormyloan.co.uk, irresponsibly lent to her. What happened MTC operated the platform for panel lending which led to Miss W being provided with a guarantor loan in November ... (3 pages)View decision -
Decision Reference DRN-5613735
3 Jul 2025 Radcliffe & Company (Life & Pensions) Limited UpheldPensions and AnnuitiesDRN-5613735 The complaint Mr O has complained that Radcliffe & Company (Life & Pensions) Limited charged him fees for annual reviews, but then in some years failed to provide them. Mr O has also complained that he wasn’t provided with appropriate advice about issues relating to ... (8 pages)View decision -
Decision Reference DRN-5612256
3 Jul 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5612256 The complaint Mr L complains about how his insurer, Acromas Insurance Company Limited (Acromas) handled a claim under his motor insurance policy following an accident in which his vehicle was hit whilst parked. Any reference to Acromas in this decision includes their agents... (4 pages)View decision -
Decision Reference DRN-5610730
3 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5610730 The complaint Mrs G is unhappy with the service provided by Aviva Insurance Limited (Aviva) when reporting a claim under her car insurance policy. What happened Mrs G called Aviva to make a claim for damage to her car following an incident in November 2024. Mrs G was referr... (4 pages)View decision -
Decision Reference DRN-5253712
3 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5253712 The complaint Mr M complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost to a cryptocurrency investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend on setting these out in detail here. However, ... (5 pages)View decision -
Decision Reference DRN-5501205
3 Jul 2025 Partners& Limited Not upheldInsuranceDRN-5501205 The complaint Mr W complains that Partners & Limited (“Partners”) mishandled his motor insurance. What happened Mr W was the managing director of a company. Partners was an insurance intermediary or broker. In August 2020, Mr W’s company leased a new – and high value ... (5 pages)View decision -
Decision Reference DRN-5640903
3 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5640903 The complaint Mr S complained about problems paying back an overdraft when he closed his account with Bank of Scotland plc, trading as Halifax. He wanted the agreement to be put back I place until he could repay the amount owing, an apology and compensation for the poor cust... (4 pages)View decision
