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-5742563
7 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5742563 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an electric car, first registered in February 2016. According to its ... (7 pages)View decision -
Decision Reference DRN-5742503
7 Aug 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5742503 The complaint Mr R (1), Mrs R and Mr R (2) complain about the handling of their property insurance claim by The National Farmers' Union Mutual Insurance Society Limited (‘The NFU’). Much of their dissatisfaction concerns the actions of The NFU’s appointed agents. As The... (4 pages)View decision -
Decision Reference DRN-5649825
7 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5649825 The complaint Mr D complains about the way Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) handled his request for a refund. What happened Mr D entered into a contract for the installation and supply of a conservatory. I’ll refer to the supplier, who was also con... (2 pages)View decision -
Decision Reference DRN-5521396
7 Aug 2025 Forsakringsaktiebolaget Agria (publ) UpheldInsuranceDRN-5521396 The complaint Mr C’s complaint is about a claim he made on his Forsakringsaktiebolaget Agria (publ) (‘Agria’) pet insurance policy, which Agria declined. Mr C says Agria treated him unfairly. What happened The breeder that Mr C purchased his pet from took pet insurance cover... (2 pages)View decision -
Decision Reference DRN-5450552
7 Aug 2025 Gain Credit LLC UpheldConsumer CreditDRN-5450552 The complaint Miss P says Gain Credit LLC trading as Lending Stream provided her with three loans that were unaffordable for her. What happened Lending Stream provided Miss P with three loans as follows: Loan number Loan amount Agreement dateLoan term (days) Repayment amou... (5 pages)View decision -
Decision Reference DRN-5551570
7 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5551570 The complaint Mr and Mrs L complained that Aviva Insurance Limited (“Aviva”) unfairly declined their claim for storm damage to their barn, under their home buildings insurance policy. I’ll refer to Mr L in my decision for ease. What happened Mr L said that in December 2024 a... (3 pages)View decision -
Decision Reference DRN-5521241
7 Aug 2025 Wakam Not upheldInsuranceDRN-5521241 The complaint Mrs R’s complaint is about a claim she made on her Wakam pet insurance policy, which was declined. Mrs R says Wakam treated her unfairly and that they did not make the exclusion they relied on clear to her when she took out cover. What happened Mrs R took out c... (3 pages)View decision -
Decision Reference DRN-5558926
7 Aug 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5558926 The complaint Ms P complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined her claim for dry rot, under her home buildings insurance policy. What happened Ms P said she discovered dry rot in the void beneath the floor of her home in the autumn of 2... (2 pages)View decision -
Decision Reference DRN-5700930
7 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5700930 The complaint Ms C complains that an issue with her HSBC UK Bank Plc app caused her to remove money from her ISA. She also complains about the general support and service she received. What happened Ms C has said that, following advice during a meeting with HSBC relationship... (3 pages)View decision -
Decision Reference DRN-5498292
7 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5498292 The complaint Miss C complains that PayPal UK Ltd (trading as PayPal) reported a late payment to credit reference agencies (CRAs). What happened Miss C says that PayPal did not automatically process a direct debit payment that was due on 20 August 2024. She says she receive... (2 pages)View decision
