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 370904 results
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Decision Reference DRN-5446194
17 Apr 2025 Zurich Insurance PLC UpheldInsuranceDRN-5446194 The complaint Mr H complains Zurich Insurance plc (“Zurich”) treated him unfairly when he made a claim on his motor insurance policy. He says it incorrectly settled his claim on a proportionate basis and the claim should be paid in full. All references to Zurich include its ... (3 pages)View decision -
Decision Reference DRN-5366162
17 Apr 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5366162 The complaint Miss A has complained about actions taken and the service provided by Marshmallow Insurance Limited (‘Marshmallow’) in relation to her motor insurance policy. What happened Miss A took out car insurance with Marshmallow in 2022 and renewed her policy in Octobe... (4 pages)View decision -
Decision Reference DRN-5256153
17 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5256153 The complaint Mr A complains that Lloyds Bank PLC unfairly registered a CIFAS marker against his name and won’t remove it. CIFAS is the UK’s main fraud alert service. What happened In April 2024 Mr A opened a number of accounts with Lloyds. On 21 June 2024 he received a paym... (2 pages)View decision -
Decision Reference DRN-5450371
17 Apr 2025 Wesleyan Assurance Society Not upheldInsuranceDRN-5450371 The complaint The estate of Ms D is unhappy that Wesleyan Assurance Society don’t have an active record of a whole life assurance and endowment policy taken out by Ms D in 1955 (‘the policy’). And that it can’t confirm if and when the policy benefit was paid, and to who. Wh... (2 pages)View decision -
Decision Reference DRN-5460236
17 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5460236 The complaint Mr M is unhappy with the quality of a car supplied by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services using a hire purchase agreement What happened In August 2023 Mr M entered into a hire purchase agreement with BMW for a used car. The ... (3 pages)View decision -
Decision Reference DRN-5249672
17 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5249672 The complaint Mr J complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr J was contact... (3 pages)View decision -
Decision Reference DRN-5448737
17 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5448737 The complaint Mr and Mrs W complain about Royal & Sun Alliance Insurance Limited’s handling of a claim for storm damage under their buildings insurance policy. Royal & Sun Alliance Insurance Limited (RSA) has been represented by its agents during the claim. All refer... (3 pages)View decision -
Decision Reference DRN-5487602
17 Apr 2025 SiriusPoint International Insurance Corporation Not upheldInsuranceDRN-5487602 The complaint Mr L, on behalf of ‘G’ – a commercial enterprise, complains about the response by SiriusPoint International Insurance Corporation (‘SP’) to a claim they made on their ‘restaurants and pubs’ commercial insurance policy. Much of G’s dissatisfaction relates to the... (6 pages)View decision -
Decision Reference DRN-5383825
17 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5383825 The complaint Mr R complains Royal & Sun Alliance Insurance Limited (RSA) removed the contents section of his home insurance policy unfairly. What happened Mr R held a buildings and contents insurance policy through his bank that was underwritten by RSA. In August 2024 ... (2 pages)View decision -
Decision Reference DRN-5248395
17 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5248395 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this ... (3 pages)View decision
