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-5741728
27 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5741728 The complaint Mr I is unhappy with what Royal & Sun Alliance Insurance Limited (RSA) did after he made a claim on his legal expenses insurance policy. What happened Mr I contacted RSA at the end of December 2024 seeking assistance with an employment dispute. RSA asked fo... (3 pages)View decision -
Decision Reference DRN-5650473
27 Aug 2025 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-5650473 The complaint A company, which I’ll refer to as T, complains that Arthur J. Gallagher Insurance Brokers Limited (“AJG”) sold a business protection insurance policy which did not meet its needs. Mr H, a representative of T, brings the complaint on T’s behalf. What happened T ... (3 pages)View decision -
Decision Reference DRN-5643073
27 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5643073 The complaint Mr B has complained about the way esure Insurance Limited has settled a claim under his car insurance policy and says esure provided incorrect or inadequate information. What happened Mr B made a claim under his car insurance policy in 2022. esure settled the c... (3 pages)View decision -
Decision Reference DRN-5609989
27 Aug 2025 Resolution Compliance Limited UpheldInvestmentsDRN-5609989 The complaint Mrs B complains Resolution Compliance Limited (“Revolut”) acted unfairly when it unilaterally sold the shares she held in her account. What happened Mrs B lives in Europe but held accounts with Revolut in the UK. Part of Revolut’s account offering included a s... (5 pages)View decision -
Decision Reference DRN-5768286
27 Aug 2025 Covea Insurance plc UpheldInsuranceDRN-5768286 The complaint Ms S has complained that Covea Insurance plc hasn’t fully paid out on a claim she made on a credit card payment protection insurance (PPI) policy. What happened Ms S became unemployed on 28 March 2024. She says she was unaware of the policy until the credit ca... (3 pages)View decision -
Decision Reference DRN-5766242
27 Aug 2025 China Taiping Insurance (UK) Co Ltd UpheldInsuranceDRN-5766242 The complaint Ms M complains about the way China Taiping Insurance (UK) Co Ltd (‘China Taiping’) handled a claim she made on her home insurance policy. References to China Taiping include their agents and contractors, for ease of reading. What happened The following is intend... (5 pages)View decision -
Decision Reference DRN-5633503
27 Aug 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5633503 The complaint Miss M has complained about Haven Insurance Company Limited. She isn’t happy about the way it dealt with a claim under her motor insurance policy. What happened Miss M was involved in a serious road traffic accident when a pedestrian ran out in front of her veh... (2 pages)View decision -
Decision Reference DRN-5588337
27 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5588337 The complaint Mr P complains that a motorbike that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality. He’s being helped with his complaint by a representative. What happ... (3 pages)View decision -
Decision Reference DRN-5170019
27 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5170019 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund money he says he lost to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr K has explained... (3 pages)View decision -
Decision Reference DRN-5504848
27 Aug 2025 Western Circle Ltd UpheldConsumer CreditDRN-5504848 The complaint Mrs R, through her representative, complains that Western Circle Ltd trading as Cashfloat lent to her when she could not afford it. What happened Mrs R took one loan of £600 from Western Circle in February 2022. There were to be four instalment repayments of ju... (3 pages)View decision
