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 385994 results
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Decision Reference DRN-5531053
4 Jul 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5531053 The complaint Mrs M has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under her appliance warranty. Mrs M is represented by Mr M for her complaint but, as she is the policyholder, I will normally refer to her. What happened Mrs M co... (3 pages)View decision -
Decision Reference DRN-5649002
4 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5649002 The complaint Mr H complains about the way AXA Insurance UK Plc (AXA) handled a claim he made under his motor insurance policy. What happened The circumstances of this complaint are well known to both parties and so I’ve summarised events. In September 2022 Mr H was unfortun... (3 pages)View decision -
Decision Reference DRN-5659575
4 Jul 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5659575 The complaint Mrs S complains about how Mulsanne Insurance Company Limited (“Mulsanne”) handled the cancellation of her car insurance policy and the amount of refund it said it would give her. What happened Mrs S had a car insurance policy with Mulsanne. She took out the pol... (2 pages)View decision -
Decision Reference DRN-5587763
4 Jul 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5587763 The complaint Mr and Mrs A complain that Barclays Bank UK PLC shouldn’t have provided them with a mortgage on a property in 2018 as the property’s method of construction involved Pre-Cast Reinforced Concrete (“PRC”) and didn’t meet the standard of repair required under Barcl... (6 pages)View decision -
Decision Reference DRN-5530430
4 Jul 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) Not upheldInsuranceDRN-5530430 The complaint Mrs D is unhappy with the decision made Equine and Livestock Insurance Company Limited (Equine) following a claim made under her equine insurance policy. What happened Mrs D held an equine insurance policy to cover her horse, T. The sum insured was £5,000. The... (2 pages)View decision -
Decision Reference DRN-5550418
4 Jul 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5550418 The complaint Mrs R complains The Co-operative Bank Plc (“Co-op”) have been unable to locate money from a passbook account. Mrs R is also unhappy with the way Co-op have dealt and responded to her queries. She wants the money shown in the passbook to be returned and the acco... (2 pages)View decision -
Decision Reference DRN-5652535
4 Jul 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5652535 The complaint Mr C has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In November 2021 Mr C entered into a two-year fixed sum loan agreemen... (4 pages)View decision -
Decision Reference DRN-5570373
4 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5570373 The complaint Mr A complains that Bank of Scotland plc trading as Halifax declined to refund him for payments he made to an investment which he says turned out to be a scam. What happened Mr A had been introduced to an investment which his parents were involved in. They’d b... (3 pages)View decision -
Decision Reference DRN-5663606
4 Jul 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5663606 The complaint Mr C complains about the settlement he’s been paid by Red Sands Insurance Company (Europe) Limited for a medical expenses claim he made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply se... (5 pages)View decision -
Decision Reference DRN-5669786
4 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5669786 The complaint Mrs H is unhappy with the way American Express Services Europe Limited (AESEL) responded to a dispute for goods she purchased using her American Express credit card. What happened Mrs H bought a pair of boots from an online retailer I’ll call O in June 2024 for... (4 pages)View decision
