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 366873 results
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Decision Reference DRN-5335101
14 Mar 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5335101 The complaint The estate of Mr T and Ms D, as trustee of the T Trust, complain about Aviva Protection UK Limited’s decision to turn down a critical illness claim Mr T made on a term assurance with critical illness policy. They also complain about Aviva’s decision to cancel t... (4 pages)View decision -
Decision Reference DRN-5366495
14 Mar 2025 Building Block Insurance PCC Ltd UpheldInsuranceDRN-5366495 The complaint Mr A complains that Building Block Insurance PCC Ltd unfairly declined a claim under his pet insurance policy. Where I refer to Building Block, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The de... (3 pages)View decision -
Decision Reference DRN-5208125
14 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5208125 The complaint Mr H has complained about a credit card he took out in February 2023 with Vanquis Bank Limited. He’s said the credit card was unaffordable and shouldn’t have been approved. What happened Mr H took out this Vanquis credit card account in February 2023 with a cre... (2 pages)View decision -
Decision Reference DRN-5340147
14 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5340147 The complaint Ms C complains that Monzo Bank Ltd didn’t get the money back she paid for faulty goods. What happened At the end of May 2024 Ms C ordered a hot tub at a cost of £350. She paid for it using her Monzo debit card. The hot tub was delivered to the wrong address and... (2 pages)View decision -
Decision Reference DRN-5340912
14 Mar 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5340912 The complaint Mr R is unhappy with the delays he experienced whilst Legal and General Assurance Society Limited handled his terminal illness claim. Mr R brought his complaint through a third-party representative, however, for simplicity, I’ll refer to all submissions as bein... (3 pages)View decision -
Decision Reference DRN-4972989
14 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4972989 The complaint Mr S complains about a car acquired through a Hire Purchase (PCP) agreement with CA AUTO FINANCE UK LTD (‘CA’). Mr S had problems with the car and says these defects would’ve been present when the car was supplied. He’s been paying large sums on a monthly basis... (5 pages)View decision -
Decision Reference DRN-5360543
14 Mar 2025 Plan with Grace Limited UpheldFuneral Planning ServicesDRN-5360543 The complaint Mrs R and the estate of Mrs M complain that Plan with Grace Limited (PWG) failed to return Mrs M’s ashes to her family in a timely and dignified manner. References to PWG includes the actions of its agents. What happened The history of this complaint is well ... (6 pages)View decision -
Decision Reference DRN-5397773
14 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5397773 The complaint Mr B is unhappy that Advantage Insurance Company Limited (“Advantage”) unfairly declined his claim for damage following a leak. Advantage was providing a home insurance policy. What happened Mr B walked into his home to find a significant leak by his sink had c... (3 pages)View decision -
Decision Reference DRN-5397762
14 Mar 2025 Elderbridge Limited Not upheldMortgagesDRN-5397762 The complaint Mr and Mrs W’s complaint relates to a second charge loan they had with Elderbridge Limited. They are unhappy that Elderbridge told them their mortgage was in arrears in 2024 when they stopped making payments, as they believe they’d historically made overpayment... (5 pages)View decision -
Decision Reference DRN-4755875
14 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4755875 The complaint Mr G complains that National Westminster Bank Plc (“NatWest”) hasn’t refunded him after he fell victim to an investment scam. What happened Mr G was searching for investment opportunities and came across a business I’ll call “S”. S was offering fixed-rate bonds... (4 pages)View decision
