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 363925 results
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Decision Reference DRN-5314779
12 Mar 2025 Rock Insurance Services Limited UpheldInsuranceDRN-5314779 The complaint Mr V is unhappy that Rock Insurance Services Limited mis-sold him an annual multi-trip travel insurance policy covering the period end of September 2023 to end of September 2024 (‘the policy’). What happened The details of this complaint are well known to both... (2 pages)View decision -
Decision Reference DRN-5124008
12 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5124008 The complaint Mr B and Mrs F have complained about Royal & Sun Alliance Insurance Limited’s (RSA’s) decision to decline their claim for damage to their kitchen floor. What happened Mr B and Mrs F hold a home insurance policy with RSA, which covers the buildings at their ... (2 pages)View decision -
Decision Reference DRN-5203125
12 Mar 2025 Tide Platform Limited Not upheldBanking and PaymentsDRN-5203125 The complaint M is a limited company who complain about the policy of Tide Platform Limited (Tide) when they changed an interest rate on a savings account. What happened In August 2024, after the Bank of England’s Monetary Policy Committee (MPC) decided to reduce the base ra... (2 pages)View decision -
Decision Reference DRN-5383732
12 Mar 2025 Covea Insurance plc Not upheldInsuranceDRN-5383732 The complaint Mrs V complains about the delays she has experienced with Covea Insurance plc (Covea) following a claim made under her motor insurance policy. What happened On 9 September 2023 Mrs V’s son (a named driver on her motor insurance policy) was involved in a collisi... (3 pages)View decision -
Decision Reference DRN-5349254
12 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5349254 The complaint Mrs P and Mr P complain that Admiral Insurance (Gibraltar) Limited have provided poor service following a fire at their property. What happened Mrs P and Mr P held a buildings and contents insurance policy with Admiral, and made a claim following a fire at the... (4 pages)View decision -
Decision Reference DRN-5389648
12 Mar 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5389648 The complaint Mr V complains about a car supplied to him using a hire purchase agreement taken out with Specialist Motor Finance Limited (“SMFL”). What happened In May 2023, Mr V acquired a used car using a hire purchase agreement with SMFL. The duration of the agreement wa... (8 pages)View decision -
Decision Reference DRN-5350887
12 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5350887 The complaint Mrs T is unhappy that her country of residence and birth are pre-populated in Bank of Scotland plc’s (“BOS”) system as United Kingdom (“UK”) and she is unable to enter her actual country as Scotland. What happened Under Mrs T’s personal details held with BOS he... (2 pages)View decision -
Decision Reference DRN-5328039
12 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5328039 The complaint Mr A complains that Barclays Bank UK PLC trading as Barclaycard unfairly reduced his credit limit. What happened In early September 2024, Barclaycard told Mr A that it was reducing his credit limit from £400 to £150, following a review and information received ... (3 pages)View decision -
Decision Reference DRN-5163733
12 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5163733 The complaint Mr H complains about the poor investment performance of his with profit bonds and charges applied to the account held with Aviva Life & Pensions UK Limited. What happened Mr H complains that the bonds he held with Aviva had extremely poor investment perfor... (3 pages)View decision -
Decision Reference DRN-5130896
12 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5130896 The complaint Miss T complains about the way Accredited Insurance (Europe) Ltd (Accredited) have handled a claim she made under her buildings insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events.... (3 pages)View decision
