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 367300 results
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Decision Reference DRN-5516685
16 May 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5516685 The complaint Ms A, with the support of her representative, complains that AXA Insurance UK Plc has unfairly declined a claim made on her commercial buildings insurance policy. She feels it has failed to correctly apply the policy terms and she has lost out as a result of th... (3 pages)View decision -
Decision Reference DRN-5466489
16 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5466489 The complaint Ms D complains that Revolut Ltd won’t refund money she lost when she was the victim of an investment scam. Ms D is being supported in her complaint by a representative, but for ease, I’ll refer to Ms D in this decision. What happened The background to this comp... (7 pages)View decision -
Decision Reference DRN-5565944
16 May 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5565944 The complaint Mr F has complained about his property insurer Accredited Insurance (Europe) Limited regarding two claims it has handled for damage caused by an escape of water and subsidence. He believes it has delayed the claim, causing costs and losses. What happened Mr F’... (7 pages)View decision -
Decision Reference DRN-5546370
16 May 2025 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5546370 The complaint Mr O complains that Mulsanne Insurance Company Limited mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle made by a premium-brand car-maker and first regist... (2 pages)View decision -
Decision Reference DRN-5450889
16 May 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5450889 The complaint Ms K complained that Ageas Insurance Limited (“Ageas”) handled her claim for a smashed rear windscreen poorly, under her motor insurance policy. All references to Ageas include its agents. What happened Ms K’s car was vandalised, and the rear windscreen smashed... (4 pages)View decision -
Decision Reference DRN-5221801
16 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5221801 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (18 pages)View decision -
Decision Reference DRN-5535485
16 May 2025 Black Horse Limited UpheldConsumer CreditDRN-5535485 The complaint Mrs C complains that the car she acquired through Black Horse Limited trading as Land Rover Financial Services (“BHL”), wasn’t of satisfactory quality. She says the car she received wasn’t the same specification as the one she ordered. What happened Mrs C enter... (5 pages)View decision -
Decision Reference DRN-5489217
16 May 2025 Ageas Insurance Limited UpheldInsuranceDRN-5489217 The complaint Miss H complains about Ageas Insurance Limited’s (‘Ageas’) handling of her home insurance claim and the settlement amount it agreed to pay. References to Ageas include its agents. What happened The events of this complaint will be well known to both parties, ... (5 pages)View decision -
Decision Reference DRN-5455547
16 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5455547 The complaint Mr M complains about the outcome of a claim he made to Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) under section 75 of the Consumer Credit Act 1974 (s75) in respect of spray foam insulation that was applied to his property. What happened In July... (3 pages)View decision -
Decision Reference DRN-5073092
16 May 2025 Propensio Finance Limited Not upheldConsumer CreditDRN-5073092 The complaint Mr A complains about the proposal offered to him by Propensio Finance Limited (“Propensio”) in respect of a claim he made for faulty windows. What happened In late 2019, Mr A entered into a contract with a company I’ll call “E” for windows to be installed in a ... (2 pages)View decision
