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 381196 results
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Decision Reference DRN-5700274
24 Oct 2025 Action 365 Ltd UpheldInsuranceDRN-5700274 The complaint Miss S complains about how Action 365 Ltd administered her motor insurance policy. She wants it to pay her the full amount of compensation it offered her and increase this to £350. What happened Miss S reported an incident to Action 365, and she later retracte... (3 pages)View decision -
Decision Reference DRN-5905255
24 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5905255 The complaint Mr T complains Admiral Insurance (Gibraltar) Limited (“Admiral”) offered him an unfair settlement amount under his motor insurance policy when his car was declared a total loss. He doesn’t think it’s offered him the fair value or taken upgrades he’s made to his... (5 pages)View decision -
Decision Reference DRN-5671582
24 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5671582 The complaint Mr and Mrs B were unhappy with the increase applied by INTACT INSURANCE UK LIMITED (“IMPACT”) to their annual premium for their home insurance policy. What happened Mr and Mrs B were unhappy when they received the renewal invite from INTACT for their home insur... (3 pages)View decision -
Decision Reference DRN-5637117
24 Oct 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5637117 The complaint Mrs W complains Allianz Insurance Plc has unfairly added exclusions to her pet insurance policy and declined a claim for treatment. What happened The background to this complaint is well known to the parties so I’ve only provided a brief summary here. • Mrs W o... (2 pages)View decision -
Decision Reference DRN-5813588
24 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5813588 The complaint Mr S complains PayPal UK Ltd delayed a refund being applied to his account. What happened In September 2024, Mr S booked accommodation through a company I’ll call “B”, paying via PayPal credit. Mr S says he cancelled the booking straight away and was told by B ... (3 pages)View decision -
Decision Reference DRN-5731910
24 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5731910 Complaint Mr H complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t reimburse him after he reported falling victim to a scam. This complaint has been brought on Mr H’s behalf by a representative, but for simplicity’s sake I’ve referred to Mr H througho... (3 pages)View decision -
Decision Reference DRN-5635460
24 Oct 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5635460 The complaint Mr B is unhappy with the service provided by Tesco Underwriting Limited (Tesco) following a claim made on his home insurance policy. What happened The facts of this complaint are well known to Mr B and Tesco. So, I haven’t repeated them in detail here. This Ser... (2 pages)View decision -
Decision Reference DRN-5902306
24 Oct 2025 EE Limited UpheldConsumer CreditDRN-5902306 The complaint Miss R has complained that EE Limited is holding her liable for a credit agreement she didn’t take out. What happened The circumstances of the complaint are well known so I won’t go over everything again in detail. But to summarise, Miss R said her ex-partner ... (4 pages)View decision -
Decision Reference DRN-5905973
24 Oct 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5905973 The complaint Mr F complains about his experience applying for finance with Barclays Partner Finance (‘BPF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes ... (5 pages)View decision -
Decision Reference DRN-5627846
24 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5627846 The complaint Miss S complains that TSB Bank plc failed to reclaim a payment she made on her debit card. What happened In 2024, Miss S purchased some items of jewellery for £37.98 from a seller on an online marketplace (which I’ll refer to as “E”). When the items arrived, M... (4 pages)View decision
