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 371633 results
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Decision Reference DRN-5614386
20 Jun 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5614386 The complaint Mrs J is a sole trader trading as J. She complains HCC International Insurance Company Plc turned down a claim she made on its business interruption insurance policy. What happened Mrs J owns a property which comprises three units. Two are used as holiday lets... (4 pages)View decision -
Decision Reference DRN-5613604
20 Jun 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5613604 The complaint Mr B has complained about Haven Insurance Company Limited’s decision to reject a claim he made under his car insurance policy. Mr B is also unhappy with the service he received from Haven, that it failed to manage his expectations and with the condition his car... (4 pages)View decision -
Decision Reference DRN-5537746
20 Jun 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5537746 The complaint Mr H complains that Shop Direct Finance Company Limited trading as very (“Very”) incorrectly charged him on his catalogue shopping account for two laptops. He says this has caused intense and significant emotional distress. What happened Mr H has a catalogue sh... (3 pages)View decision -
Decision Reference DRN-5564186
20 Jun 2025 AWP P&C S.A. Not upheldInsuranceDRN-5564186 The complaint Miss C has complained that AWP P&C S.A. declined a claim she made on a private medical insurance policy. What happened The start date of the policy was 12 March 2024. It included a moratorium for pre-existing medical conditions, meaning that any condition ... (3 pages)View decision -
Decision Reference DRN-5633690
20 Jun 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5633690 The complaint Mr P complains because AXA PPP Healthcare Limited (‘AXA’) hasn’t paid a claim for lost belongings under his travel insurance policy. What happened Mr P is insured under a travel insurance policy provided by AXA. While travelling abroad, Mr P lost a pair of gla... (4 pages)View decision -
Decision Reference DRN-5527276
20 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5527276 The complaint Mrs T complains Monzo Bank Ltd (“Monzo”) didn’t do enough to protect her when she fell victim to a scam. The complaint is brought on her behalf by a professional representative, for ease I’ll refer to Mrs T throughout. What happened Both parties are familiar ... (3 pages)View decision -
Decision Reference DRN-5626076
20 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5626076 The complaint Mr F and Ms F complain that Revolut Ltd (Revolut) is refusing to refund them the amount Ms F lost as the result of a scam. Mr F and Ms F are being represented by a third party. To keep things simple, I will refer to Ms F throughout my decision. What happened Th... (4 pages)View decision -
Decision Reference DRN-5293407
20 Jun 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5293407 The complaint Mr V complains that Aviva Life & Pensions UK Limited (Aviva) unfairly refused to allow him to transfer crystalised funds from another pension into the pension plan he held with it. He had intended to take his protected tax-free cash from the other pension a... (6 pages)View decision -
Decision Reference DRN-5421871
20 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5421871 The complaint Mr P complains that Moneybarn No. 1 Limited trading as Moneybarn lent to him irresponsibly. What happened On 16 November 2017, Mr P entered into a finance agreement with Moneybarn as shown below, to buy a used van. He repaid the agreement in June 2023. Date A... (3 pages)View decision -
Decision Reference DRN-5625369
20 Jun 2025 One Insurance Limited UpheldInsuranceDRN-5625369 The complaint Mrs L complains that when settling a claim on her motor insurance policy One Insurance Limited (OIL) unfairly deducted the policy excess sum and storage charges. She also complained that it did not refund the cost of an extended warranty. Mrs L’s partner, Mr B,... (5 pages)View decision
