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 381196 results
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Decision Reference DRN-5589095
19 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5589095 The complaint Mr C complains about being charged an increased motor insurance premium by Aviva Insurance Limited (’Aviva’) after he made a mid-term adjustment (change of car) to his policy. What happened The background to this complaint is well known to Mr C and Aviva. I won... (3 pages)View decision -
Decision Reference DRN-5555434
19 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5555434 The complaint Mr T complains that American Express Services Europe Limited (Amex) has declined to reimburse a payment he says was scammed into making. What happened In February 2024, Mr T made a payment for around £800 using his credit card. This was to purchase an Amazon ac... (2 pages)View decision -
Decision Reference DRN-5621722
19 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5621722 The complaint Mr D and Mrs B complain about the way British Gas Insurance Limited have handled their claim under their homecare plan. What happened Mr D and Mrs B have a homecare plan with British Gas. They say they called the business in November to have two taps in their h... (2 pages)View decision -
Decision Reference DRN-5823838
19 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5823838 The complaint Mr B, who is represented by a third party, has complained that Lloyds Bank PLC (‘Lloyds’) irresponsibly agreed to grant him an overdraft facility followed by limit increases that he couldn’t afford. He says by doing so Lloyds acted irresponsibly and so worsened... (5 pages)View decision -
Decision Reference DRN-5758289
19 Sep 2025 Ageas Retail Limited Not upheldInsuranceDRN-5758289 The complaint Ms M complains about the level of service provided by Ageas Retail Limited when her motor insurance policy was due for renewal. She wants compensation for the trouble and upset this and the policy’s cancellation caused her. Ms M is represented in this matter by... (3 pages)View decision -
Decision Reference DRN-5806146
19 Sep 2025 Wakam UpheldInsuranceDRN-5806146 The complaint Miss F complains that Wakam has unfairly declined a claim under her pet insurance policy. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to this comp... (3 pages)View decision -
Decision Reference DRN-5587285
19 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5587285 The complaint Mr M complains that Zopa Bank Limited was irresponsible in its lending to him. He wants all of his payment towards his loans refunded and the outstanding balances waived. What happened Mr M was provided with two loans by Zopa, the details of which are set out b... (4 pages)View decision -
Decision Reference DRN-5611913
19 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5611913 The complaint Miss H complains about the delays Liverpool Victoria Insurance Company Limited (LV) is making in settling a claim on her motor insurance policy. She wants the claim resolved. What happened Miss H’s car was stolen and later recovered damaged, and she made a cla... (2 pages)View decision -
Decision Reference DRN-5829659
19 Sep 2025 Personal Touch Financial Services Limited Not upheldInsuranceDRN-5829659 The complaint Mr and Mrs R complain that an appointed representative of Personal Touch Financial Services Limited mis-sold a life assurance policy to them in 2008. What happened In 2008 Mr and Mrs R met with the adviser, who arranged their mortgage, and sold a decreasing ter... (4 pages)View decision -
Decision Reference DRN-5740699
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5740699 The complaint Mr S complains that Revolut Ltd (Revolut) has treated him unfairly in relation to its obligation with regard to payments made using his debit card. What happened On 8 October 2024, Mr S placed an order with a merchant who I’ll call C. The order was to design an... (4 pages)View decision
