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 381195 results
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Decision Reference DRN-5822741
19 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5822741 The complaint Ms W complains about the way AXA Insurance UK Plc (AXA) has handled the claim she made under her home insurance policy. Ms W is being represented in this complaint, but for ease I have referred to her throughout. What happened In December 2022 Ms W suffered an ... (4 pages)View decision -
Decision Reference DRN-5796073
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5796073 The complaint Mr K has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened Mr K says he saw an advertisement about online investments on the internet in May 2022. As Mr K was looking for an extra source of income, he was interested in the ... (4 pages)View decision -
Decision Reference DRN-5589124
19 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5589124 The complaint Mr A is unhappy that Legal and General Assurance Society Limited (L&G) declined a claim made on his employer’s group income protection scheme. What happened Mr A is a beneficiary of his employer’s group income protection scheme (‘the policy’). He claimed on... (2 pages)View decision -
Decision Reference DRN-5828717
19 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5828717 The complaint Mr and Mrs D have complained about their home insurer Ageas Insurance Limited because it declined their claim for a damaged and/or blocked underground pipe on the basis the damage and/or blockage had occurred before the policy began. What happened For a numbe... (4 pages)View decision -
Decision Reference DRN-5767952
19 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5767952 The complaint Mrs J complains that Marks & Spencer Financial Services Plc (“M&S”) rejected her claim for a refund for a faulty car engine. What happened In May 2023 Mrs J paid £7,727.18 for a replacement engine for her son’s car. She paid for this using her M&S c... (3 pages)View decision -
Decision Reference DRN-5775952
19 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5775952 The complaint Mr L complains that Wise Payments Limited trading as Wise (Wise) unfairly closed his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of... (3 pages)View decision -
Decision Reference DRN-5542527
19 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5542527 The complaint Miss L complains Lloyds Bank PLC won’t refund the money she says she lost to a scam. What happened In November 2024, Miss L was looking to move. She saw and responded to an online advert about renting a room and arranged to view the property. Miss L says she di... (3 pages)View decision -
Decision Reference DRN-5684884
19 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5684884 The complaint Mrs N, on behalf of D – a small business partnership – complains that AXA PPP Healthcare Limited unfairly increased D’s premium when its group private medical insurance policy was due to renew in February 2025. What happened The background to this complaint is ... (3 pages)View decision -
Decision Reference DRN-5712285
19 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5712285 The complaint Miss N complains about how Aviva Insurance Limited (“Aviva”) handled a claim and the quality of repairs it carried out under her car insurance policy. When I refer to Aviva I also mean its suppliers and approved repairers whose actions Aviva is responsible for.... (4 pages)View decision -
Decision Reference DRN-5698257
19 Sep 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5698257 The complaint Mr S complains that Bank of Scotland plc trading as Halifax irresponsibly gave him a loan he couldn’t afford to repay. What happened In October 2023, Mr S applied for a £25,000 fixed sum loan agreement with Halifax. Mr S declared the purpose of the loan was for... (2 pages)View decision
