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 380824 results
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Decision Reference DRN-5732255
9 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5732255 The complaint Mrs H complained about Admiral Insurance (Gibraltar) Limited’s actions under her motor insurance policy after she notified them about an incident. What happened Mrs H‘s car was hit and damaged by a third party’s car. As her policy required, she reported this i... (2 pages)View decision -
Decision Reference DRN-5583678
9 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5583678 The complaint Mr T has complained that Aviva Insurance Limited has declined a claim he made on a private medical insurance policy. What happened Mr T was a group member of the policy that was provided by his employer. He sustained an injury on 1 December 2023 and contacted... (3 pages)View decision -
Decision Reference DRN-5622665
9 Sep 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5622665 The complaint Mr O has complained about the way Assurant General Insurance Limited have handled his claim under his mobile phone insurance policy. What happened The details of what happened are well known to both parties. I will just summarise them here. • Mr O has a mobile ... (2 pages)View decision -
Decision Reference DRN-5704423
9 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5704423 The complaint Mr S has complained that Intact Insurance UK Limited (Intact) unfairly declined a claim made under a home contents policy. What happened Mr S contacted Intact to make a claim following some building work at his property. He said a workman appointed by his land... (3 pages)View decision -
Decision Reference DRN-5771669
9 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5771669 The complaint Mr F has complained that his claim under a mobile phone insurance policy, provided through his NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) Reward Platinum account, was declined. Mr F says that the screen that was damaged on his phone was under ... (3 pages)View decision -
Decision Reference DRN-5807639
9 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5807639 The complaint Mrs B complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Mrs B says that she looked online and found an investment company I’ll refer to as T in this decision. S... (5 pages)View decision -
Decision Reference DRN-5603143
9 Sep 2025 Rothesay Life Plc Not upheldPensions and AnnuitiesDRN-5603143 The complaint Mrs T has complained that Rothesay Life Plc trading as Rothesay (Rothesay) has issued an incorrect P60 for the tax year 2022/23 in respect of her annuity. This has caused a financial loss by increasing her income tax liability for that year. Mrs T is being assi... (5 pages)View decision -
Decision Reference DRN-5640468
9 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5640468 The complaint Mr P is unhappy that Wise Payments Limited will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr P has brought his complaint to this service through a representative. For ease I will refer solely to Mr P in this decision.... (4 pages)View decision -
Decision Reference DRN-5807617
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5807617 The complaint Mrs B complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Mrs B says that she looked online and found an investment company I’ll refer to as T in this decision. She received a call from a repre... (5 pages)View decision -
Decision Reference DRN-5672812
9 Sep 2025 TSB Bank plc Not upheldConsumer CreditDRN-5672812 The complaint Miss B is unhappy that TSB Bank plc reported missed payments to her credit file. What happened In November 2024, Miss B contacted TSB as she was experiencing financial difficulty and couldn’t make the monthly payments due on her personal loan such that her loan... (3 pages)View decision
